Faktor Penentu Dari Minat Pembelian Kembali Belanja Online Pada Pemesanan Hotel Di Aplikasi Traveloka (Studi Kasus Pada Konsumen Traveloka Di Jakarta)
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Institusion
STIE Indonesia Banking School
Author
Ibadurrohman, Fahd
Subject
HD28 Management. Industrial Management
Datestamp
2023-05-25 09:17:17
Abstract :
Purchasing activities are often carried out by consumers because of the intention to buy products that have already been consumed because consumers already feel the services produced by the seller. the factors that influence online repurchase intentions can be seen from customer satisfaction, trust, and loyalty. The purpose of this study is to identify the factors that influence online repurchase intentions for consumers who use the Traveloka Application in hotel bookings. Then the scope of this study would like to discuss about the variables namely, e-satisfaction, e-trust, e-loyalty and online repurchase intention with a total of 102 respondents. The method used is Structural Equation Model (SEM) with the application of Analysis of Moment Structure (AMOS). The results of this study state that E-trust is proven to have an influence on e-loyalty. That means the higher the trust the higher the customer loyalty. E-satisfaction is proven to have an influence on etrust. This means that the higher the customer satisfaction, the consumer will believe. Then, the variable E-satisfaction has an influence on e-loyalty. This means that the higher the customer satisfaction the loyal consumers make. Furthermore, E-loyalty has an influence on Online Repurchase Intention. This means that the higher the loyalty of consumers, the more consumers will buy back. Meanwhile, Esatisfaction has no proven effect on Online Repurchase Intention. This means that the higher the customer satisfaction, the consumer will not make a purchase again. And finally, E-trust has no influence on Online Repurchase Intention. This means that the higher the consumer's trust, it will not necessarily encourage the intention to buy back. Keywords: e-satisfaction, e-trust, e-loyalty and online repurchase intention
Purchasing activities are often carried out by consumers because of the intention to buy products that have already been consumed because consumers already feel the services produced by the seller. the factors that influence online repurchase intentions can be seen from customer satisfaction, trust, and loyalty. The purpose of this study is to identify the factors that influence online repurchase intentions for consumers who use the Traveloka Application in hotel bookings. Then the scope of this study would like to discuss about the variables namely, e-satisfaction, e-trust, e-loyalty and online repurchase intention with a total of 102 respondents. The method used is Structural Equation Model (SEM) with the application of Analysis of Moment Structure (AMOS). The results of this study state that E-trust is proven to have an influence on e-loyalty. That means the higher the trust the higher the customer loyalty. E-satisfaction is proven to have an influence on etrust. This means that the higher the customer satisfaction, the consumer will believe. Then, the variable E-satisfaction has an influence on e-loyalty. This means that the higher the customer satisfaction the loyal consumers make. Furthermore, E-loyalty has an influence on Online Repurchase Intention. This means that the higher the loyalty of consumers, the more consumers will buy back. Meanwhile, Esatisfaction has no proven effect on Online Repurchase Intention. This means that the higher the customer satisfaction, the consumer will not make a purchase again. And finally, E-trust has no influence on Online Repurchase Intention. This means that the higher the consumer's trust, it will not necessarily encourage the intention to buy back. Keywords: e-satisfaction, e-trust, e-loyalty and online repurchase intention
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