Virginia, Chrisya and Nawangwulan, Irma (2017) The Impact of Customer Value, E-Service Quality and Customer Trust Towards Repurchase Intention Behavior on Online Travel Agency (in Case Study: Tiket.Com). Bachelor thesis, Swiss German University.

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Abstract

"The aim of this study is identify which factors will make customer intent to repurchase on Online Travel Agency. This study aims for which independent variable, which are Customer Value, E-Service Quality and Customer Trust that will affect the repurchase intention to the customer in order to make customer willing to repurchase again. This study is using Multiple Linear Regression model. The method in this research is using quantitative research methods. The sampling method of this research is nonprobability purposive sampling. Data collected through questionnaires to 200 respondents with 30 items of statement. Data processing techniques using validity and reliability analysis, classical assumption test, and hypotheses test. The results showed that the effect of customer value, e-service quality and Customer Trust towards repurchase intention behavior is 71.1%. Based on the partial results of hypotheses testing, sub-variable customer value, e-service quality and customer trust have an effect on repurchase intention behavior, in the amount of 56.3% for customer value, 23.4% for e-service quality and 14.7% for customer trust. Based on the results of this study, author recommends Tiket.com to maintain and increase the ability to deliver customer value, increase the speed of website, and improve its reliability in order to maintain the trust of customers.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Customer Value ; E-Service Quality ; Customer Trust ; Repurchase Intention ; Online Travel Agency
Subjects:	T Technology > TX Home economics > TX901 Hospitality industry
Divisions:	Faculty of Business Administration and Communication > Department of Hotel and Tourism Management
Depositing User:	Adityatama Ratangga
Date Deposited:	14 May 2020 08:37
Last Modified:	14 May 2020 08:37
URI:	http://repository.sgu.ac.id/id/eprint/151

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