The impact of e-service quality towards customer repurchase intention in the case of Traveloka

The importance of having good quality electronic service (E-Service Quality) to maintain and develop customer repurchase intentions and remain competitive in the market. This research is being conducted in order to understand better and deeper about the influence of e-service quality towards customer repurchase intention. E-service quality will be used as a variable represented by web design/functionality, responsiveness, reliability, enjoyment, ease of use, security and customization towards customer repurchase intention in Traveloka. This research uses an online questionnaire to gather data from various Traveloka’s customer. The data that is gathered has to pass validity and reliability test, classical assumption test and finally through multiple linear regression. The findings of the research suggest that e-service quality have an impact on customer repurchase intention on Traveloka. From those e-service quality elements, reliability is the most impactful factor that influences customer repurchase intention on Traveloka.

ORLANDO ALEXANDERINO YOHANES SAMUEL Ricky Wang (Advisor 1); Tessa Vanina Soetanto (Examination Committee 1); Adelina Proboyo (Examination Committee 2) Universitas Kristen Petra English Digital Theses Undergraduate Thesis Skripsi/Undergraduate Thesis Skripsi No. 34010410/MAN/2020; Orlando Alexanderino Yohanes Samuel (34414062) CONSUMERS--RESEARCH

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