PENGARUH KUALITAS WEBSITE TRAVELOKA TERHADAP KEPUASAN KONSUMEN DENGAN MENGGUNAKAN METODE WEBQUAL

Abstract

<p>ABSTRACT: This study aims to explain and determine the influence of Quality Traveloka Website to customer satisfaction either together or partially to know the variables that predominantly affect consumer satisfaction on the website Traveloka. Webqual is a tool or instrument developed by Stuart Barnes and Richard Vidgen used to assess the usefulness, information, and quality of service interactions on Internet sites, especially those offering e-commerce facilities. Sample used in this research is 96 respondents. Based on the F test shows the results obtained value of F value (48.224)> F Table (2.70) then H0 rejected, and Ha accepted. So quality usability (X1), information (X2) and interaction (X3) simultaneously influence to variable of consumer satisfaction (Y). Then for the value of t value for usabiity (2.963)> t value table 1.98609 significantly influence customer satisfaction in Traveloka, t value for information (2.146) >value t table 1.98609 which means the quality information significantly influence affect customer satisfaction in Traveloka , t value for interaction (3.645)> t value table 1.98609 means that quality interaction significantly influence customer satisfaction in Traveloka. Based on multiple regression test results obtained that the constant value y = (a) + b1x1 + b2x2 + b3x3, then obtained multiple regression equation is Y = 0.168 + 0.393 x1 + 0.355 x2 + 0.405 x3.</p><p>Keywords: Webqual, Consumer Satisfaction</p>