Pengaruh perceived usability dan perceived usefulness terhadap customer satisfaction di online Travel service

DETAIL KOLEKSI

Pengaruh perceived usability dan perceived usefulness terhadap customer satisfaction di online Travel service

Oleh : Muhammad Kevin Hulama Sakti Siregar

Info Katalog

Nomor Panggil : 2018_TA_MJ_022141188

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2018

Pembimbing 1 : Luki Adiati Pratomo

Subyek : Perceived usability;Marketing management

Kata Kunci : perceived usability, perceived usefulness, customer satisfaction.

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2018_TA_MJ_022141188_Halaman-Judul.pdf	16
2.	2018_TA_MJ_022141188_Bab-1.pdf	5
3.	2018_TA_MJ_022141188_Bab-2.pdf
4.	2018_TA_MJ_022141188_Bab-3.pdf
5.	2018_TA_MJ_022141188_Bab-4.pdf
6.	2018_TA_MJ_022141188_Bab-5.pdf
7.	2018_TA_MJ_022141188_Daftar-Pustaka.pdf	4
8.	2018_TA_MJ_022141188_Lampiran.pdf

Abstrak
Abstract

P Penelitian ini bertujuan untuk melihat pengaruh perceived usability dan perceived usefulness terhadap customer satisfaction. Teknik pengambilan sampel yang digunakan adalah purposive sampling. Sampel yang digunakan sebanyak 217 responden yang menggunakan online travel service. Variabel dependen di dalam penelitian ini adalah customer satisfaction. Variabel independen adalah perceived usability dan perceived usefulness. Metode analisis yang digunakan adalah SEM. Hasil penelitian ini menunjukkan bahwa, 1) Terdapat pengaruh positif perceived usability terhadap customer satisfaction. 2) Terdapat pengaruh positif perceived usefulness terhadap customer satisfaction. Implikasi bagi perusahaan adalah perusahaan diharapkan mampu memperbaiki perceived usability dalam hal ini untuk membatalkan pesanan secara online dan perusahaan harus memperbaiki perceived usefulness dalam hal ini pembelian internet memungkinkan responden menemukan beberapa produk/jasa yang tidak mudah didapat di travel agent traditional..

T The purpose of this research was to see if the influence of perceived usability and perceived usefulness to customer satisfaction in online travel service. The technique that I used was to take the sample is purposive sampling. The samples used are 217 responses which using online travel service. Dependent variable in this research are customer satisfaction. Independent variable is perceived usability and perceived usefulness. Analysis method in this research is SEM. The result of this research shows that 1) There is a positive influence perceived usability to customer satisfaction. 2) There is a positive influence perceived usefulness to customer satisfaction. Implication for company is company expected to be able to fixed perceived usability in this topic is to cancel an order in online and the company have to fixed perceived usefulness in this topic is internet purchase responses possible to found some product/service is not easy in traditional travel agent.