Arifin, Muhammad Naffi and Tondo, Anthon Stevanus and Bustaman, Yosman (2022) INFLUENCE OF E-SERVICE QUALITY AND CUSTOMER PERCEIVED VALUE ON PURCHASE DECISION OF LOW-COST AIRLINES FLIGHT TICKETS ON TIKET.COM APPLICATION. Bachelor thesis, Swiss German University.

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Abstract

In recent years the airline and online travel agency industries in Indonesia have seen substantial growth and expansion. Especially Low Cost Carriers Arline and Online Travel Agency (OTA). Tiket.com as a big player in the city sector has many competitors who can provide the same service in terms of E-Service Quality and Customer Perceived Value. Therefore, the aim of this research is to examine whether the dimensions of E-E-Service Quality and Customer Perceived Value have an impact on the Purchase Decision of low cost airline flight tickets in Tiket.com. The dimensions of E-Service Quality in this study are Website Design, Fulfillment, Customer Service and Privacy. For Customer Perceived Value, dimension used are Perceived Benefits and Perceived Sacrifices. The data was collected from 164 respondents who are 17-40 Years old live in Jabodetabek area, using Tiket.com to order low cost airlines in the last one year. The findings indicated that E-Service Quality had the largest influence towards the Purchase Decision, followed with Customer Perceived Value who also have positive and significant influence towards Purchase Decision. Based on the result of this study, author recommends Tiket.com to maintain and increase the ability to deliver customer value, increase the speed of apps, maintain the security of the apps, increase complaint respond times, make free to call feature, make referral program, and improve the return/compensation policies.

Item Type:	Thesis (Bachelor)
Subjects:	G Geography. Anthropology. Recreation > G Geography (General) > G154 Travel agents
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Mr Arinton Sinaga
Date Deposited:	09 Dec 2024 09:40
Last Modified:	09 Dec 2024 09:40
URI:	http://repository.sgu.ac.id/id/eprint/2663

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