Pengaruh Customer Experience, Trust Dan Customer Satisfaction Terhadap Repurchase Intention Pada Reservasi Tiket Pesawat Di Traveloka
Abstract
Artikel ini memiliki tujuan untuk mengetahui adanya pengaruh Customer Experience, Trust dan Customer Satisfaction Terhadap Repurchase Intention Pada Reservasi Tiket Pesawat di Aplikasi Traveloka (Studi Kasus Masyarakat Kota Tanjungpinang Provinsi Kepulauan Riau) yang dapat dijelaskan secara parsial maupun simultan. Artikel ini merupakan penelitian kuantitatif dan menggunakan alat uji Regresi Linier Berganda. Teknik penarikan sampel pada penilitian ini adalah dengan purposive sampling yang memiliki jumlah 100 responden yang telah mengisi angket yang telah disediakan serta analisis menggunakan aplikasi SPSS. Hasil penelitian ini menunjukkan bahwa terdapat adanya pengaruh yang signifikan baik secara simultan variabel Customer Experience, Trust dan Customer Satisfaction terhadap variabel dependen Repurchase Intention maupun secara parsial masing-masing variabel dependen terhadap variabel independen. Dengan hasil penelitian ini menunjukan bahwa Customer Experience, Trust dan Customer Satisfaction dapat memberikan pengaruh signifikan kepada masyarakat Kota Tanjungpinang Provinsi Kepulauan Riau dalam melakukan pembelian kembali atau Repurchase Intention dalam melakukan reservasi tiket pesawat di Traveloka.
Kata Kunci: Customer Experience, Trust, Customer Satisfaction, Repurchase Intention, Traveloka.
Abstract
This paper aims to determine the influence of Customer Experience, Trust and Customer Satisfaction on Repurchase Intentions on Airplane Ticket Reservations in the Traveloka Application (Case Study of Tanjungpinang’s Citizen, Riau Islands Province) which can be explained partially or simultaneously. This scientific work is a quantitative research and uses the Multiple Linear Regression test tool. The sampling technique in this study was by purposive sampling which had a total of 100 respondents who had filled out the questionnaire that had been provided and analyzed using the provided SPSS application. The results of this study indicate that there is a significant influence both simultaneously the variables Customer Experience, Trust and Customer Satisfaction on the dependent variable Repurchase Intention and partially each dependent variable on the independent variable. The results of this study show that Customer Experience, Trust and Customer Satisfaction can have a significant influence on the people of Tanjungpinang City, Riau Islands Province in making repurchases or Repurchase Intentions in making flight ticket reservations at Traveloka..
Keywords: Customer Experience, Trust, Customer Satisfaction, Repurchase Intention, Traveloka.
Full Text:
Download PDFReferences
Referensi :
Aji Prabowo, S. (2018). Pengaruh Suasana Toko, Kualitas Pelayanan, Kepercayaan dan Persepsi Harga Terhadap Minat Beli Ulang Konsumen Mirota Kampus Godean. In Jurnal Ekobis Dewantara (Vol. 1, Issue 7).
Andika, F. (n.d.). E-Service Quality Sebagai Pendorong Customer Satisfaction serta Dampaknya Terhadap Word Of Mouth dan Repurchase Intention (Studi Pada: Traveloka Indonesia).
Atun Mumtahana, H., Nita, S., & Winerawan Tito, A. (2017). khazanah informatika Jurnal Ilmu Komputer dan Informatika Pemanfaatan Web E-Commerce untuk Meningkatkan Strategi Pemasaran (Vol. 3, Issue 1).
Nilsson, J., & Wall, O. (n.d.). Online customer experience, satisfaction and repurchase intention for online clothing retailing.
Saidani, B., Lusiana, L. M., & Aditya, S. (2019). Nalisis Pengaruh Kualitas Website dan Kepercayaan Terhadap Kepuasan Pelanggan Dalam Membentuk Minat pembelian Ulang Pada Pelanggan Shopee. JRMSI Jurnal Riset Manajemen Sains Indonesia, 425–444. http://journal.unj.ac.id/unj/index.php/jrmsi/article/view/12319.
Suliyanto. (2018). Metode Penelitian Bisnis (A. Christian, Ed.). Andi Offset.
Theresia, N. M. M. D. T., & Wardana, I. M. (2019). Pengaruh Pengalaman Belanja Online, Kepuasan Pelanggan, Dan Adjusted Expectations Terhadap Niat Membeli Kembali Melalui Traveloka. E-Jurnal Manajemen Universitas Udayana, 8(8), 4899. https://doi.org/10.24843/ejmunud.2019.v08.i08.p07
Tra, O., Larasetiati, M., & Ali, H. (2019). Model of Consumer Trust: Analysis of Perceived Usefulness and Security toward Repurchase Intention in Model of Consumer Trust: Analysis of Perceived Usefulness and Security toward Repurchase Intention in Online Travel Agent. https://doi.org/10.21276/sjef.2019.3.8.5
DOI: https://doi.org/10.37531/sejaman.v5i2.2964
Refbacks
- There are currently no refbacks.
