MENCIPTAKAN E-LOYALTY MELALUI REKONSTRUKSI DIMENSI E-SERVICE QUALITY PADA LAYANAN JASA TRAVEL ONLINE INDONESIA

ABSTRAK

Muzakir, Program Doktoral Ilmu Ekonomi Pascasarjana Universitas Tadulako. “Menciptakan E-Loyalty Melalui Rekonstruksi Dimensi E-Service Quality Pada Layanan Jasa Travel Online Indonesia”. Komisi Pembimbing: Promotor Syamsul Bachri, Ko-Promotor Rosida P. Adam dan Wahyuningsih.

Tujuan yang ingin dicapai dalam penelitian ini adalah menciptakan e-loyalty melalui rekonstruksi dimensi e-service quality. Secara khusus penelitian ini bertujuan untuk melakukan rekonstruksi dan menguji dimensi e-service quality; menguji dan menganalisis pengaruh e-service quality terhadap e-trust; menguji dan menganalisis pengaruh e-service quality terhadap e-satisfaction; menguji dan menganalisis pengaruh e-trust terhadap e-loyalty; menguji dan menganalisis pengaruh e-satisfaction terhadap e-loyalty pengguna jasa travel online; menguji dan menjelaskan secara komprehensif interkoneksi dan hubungan antar e-service quality, e-trust, e-satisfaction dan e-loyalty dalam satu model studi. Penelitian ini menggunakan data cross-section. Penelitian yang tersebar secara geografis mengambil lokasi pengguna layanan perjalanan online di wilayah Indonesia. Pengujian hipotesis menggunakan structural equation modeling dengan hitungan sampel sebanyak 262 responden. Hasil analisis menunjukkan bahwa dimensi efisiensi dan insentif memenuhi penciptaan konstruk e-service quality. E-service quality berpengaruh signifikan terhadap e-trust, e-service quality berpengaruh signifikan terhadap e-satisfaction, e-service quality berpengaruh signifikan terhadap e-loyalty, e-satisfaction berpengaruh signifikan terhadap e-trust, e-satisfaction berpengaruh signifikan terhadap e-loyalty, dan e-satisfaction memiliki dampak signifikan pada e-loyalty.

Kata kunci: e-service quality, e-trust, e-satisfaction, e-loyalty.?

ABSTRACT

Muzakir, The Doctoral Program For Graduate Economics Of Tadulako University. "Create E-Loyalty Through Reconstruction Of E-Service Quality Dimensions In Online Travel Service Indonesian". Supervisor Commission: Promotor Syamsul Bachri, co-Promotor of Rosida P. Adam and Wahyuningsih

The purpose of this research is to create e-loyalty through the reconstruction of e-service quality dimension. Specifically, this research aims to do reconstruction and test the dimensions of e-service quality; Test and analyze the influence of e-service quality on e-trust; Test and analyze the influence of e-service quality against e-satisfaction; Test and analyze the influence of e-trust on e-loyalty; Test and analyze e-satisfaction influences on e-loyalty users of online travel services; Test and explain comprehensively the interconnection and relationship between e-service quality, e-trust, e-satisfaction and e-loyalty in a single study model. The research uses cross-section data. Geographically dispersed research takes the location of users of online travel services in the region of Indonesia. Hypothesis testing using structural equation modeling with a sample count of 262 respondents. The analysis results showed that the efficiency and incentive dimensions meet the creation of the e-service quality construct. E-Service quality has significant effect on e-trust, e-Service quality significant impact on e-satisfaction, e-Service quality significant impact on e-loyalty, e-satisfaction significantly impact on e-trust, E-Satisfaction has significant effect on e-loyalty, and e-satisfaction has a significant impact on e-loyalty.

Kata kunci: e-service quality, e-trust, e-satisfaction, e-loyalty.