ANALISIS PENGARUH E-COMMERCE TERHADAP KEPUASAN KONSUMEN (Studi kasus pada pengunjung Hotel Sukabumi Indah yang
menggunakan Reservasi Online)
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Institusion
Universitas Muhammadiyah Sukabumi
Author
Novita, Lika
Subject
HF Commerce
Datestamp
2018-08-20 04:41:09
Abstract :
Internet development has rapidly increased in Indonesia from year to year. It has been finally a new trend society that has been more e-commerce user. The total e-commerce user that has been more e-commerce user. The total e-commerce user that increases has become an opportunity as a promosing business and has used to market in the Trade and service Company. E-commerce user has increased but it has not been all ecommerce user satisfy with transaction that has been done through e-commerce. One of them is unappropriated customer hope of e-commerce user. The case study in this research is on the visitors in Hotel Sukabumi indah using online reservation. The research aims to know the influence of e-commerce toward customer satisfaction by four dimensions, there is : Communication, Business, Service, and Online toward customer satisfaction to visitor of Hotel Sukabumi Indah which uses online reservation. The research applied 83 sample respondents, there was : visitor of Hotel Sukabumi Indah who applied online reservation. Analysis technique applied path analysis. Based on research result, it is found direct influence X1 toward Y as much as 4.1% meanwhile indirect influence through X2 as much as -0.1%, indirect influence throught X3 as much as -1.3%, indirect influence throught X4 as much as -3.1%. Direct influence X2 toward Y as much as 1.2%, meanwhile indirect influence through X3 as much as 0.3%, indirect influence throught X4 as much as 0.8%. Direct influence X3 toward Y as much as 1.1%, meanwhile indirect influence throught X4 as much as 0.8% direct influence X4 toward Y as as much as 5.4%. it can be concluded that is no influence dimension toward customer satisfaction.
Internet development has rapidly increased in Indonesia from year to year. It has been finally a new trend society that has been more e-commerce user. The total e-commerce user that has been more e-commerce user. The total e-commerce user that increases has become an opportunity as a promosing business and has used to market in the Trade and service Company. E-commerce user has increased but it has not been all ecommerce user satisfy with transaction that has been done through e-commerce. One of them is unappropriated customer hope of e-commerce user. The case study in this research is on the visitors in Hotel Sukabumi indah using online reservation. The research aims to know the influence of e-commerce toward customer satisfaction by four dimensions, there is : Communication, Business, Service, and Online toward customer satisfaction to visitor of Hotel Sukabumi Indah which uses online reservation. The research applied 83 sample respondents, there was : visitor of Hotel Sukabumi Indah who applied online reservation. Analysis technique applied path analysis. Based on research result, it is found direct influence X1 toward Y as much as 4.1% meanwhile indirect influence through X2 as much as -0.1%, indirect influence throught X3 as much as -1.3%, indirect influence throught X4 as much as -3.1%. Direct influence X2 toward Y as much as 1.2%, meanwhile indirect influence through X3 as much as 0.3%, indirect influence throught X4 as much as 0.8%. Direct influence X3 toward Y as much as 1.1%, meanwhile indirect influence throught X4 as much as 0.8% direct influence X4 toward Y as as much as 5.4%. it can be concluded that is no influence dimension toward customer satisfaction.
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