The Effect of Service Quality of E-Ticketing Technique on Word of Mouth and Repurchase Intention with Customer Satisfaction as an Intervening Variable in Online Services at Traveloka in Binjai City

Abstract

The phenomenon in this study is that consumers have not repurchased travel tickets at Traveloka in the future. Consumers have not recommended other people to buy travel tickets on Traveloka. Data security in purchasing Traveloka services is not guaranteed. User friendliness in purchasing Traveloka services is still lacking. Accordingly, this study aims to determine whether the service quality of e-ticketing technique has an effect on word of mouth and repurchase intention through customer satisfaction as an intervening variable at Traveloka online services in Binjai City. The data analysis technique used is a quantitative method, and this study uses path analysis. The sample consisted of 160 respondents, and we used a questionnaire to collect the data. The results showed that the service quality of the e-ttcketing technique had a positive and significant effect on customer satisfaction. The service quality of the e-ticketing technique has a positive and significant effect on word of mouth. The service quality of the e-ticketing technique has a positive and significant effect on repurchase intention. Consumer satisfaction has a positive and significant effect on word of mouth. Consumer satisfaction has a positive and significant effect on repurchase intention. The service quality of the e-ticketing technique has a positive and significant effect on word of mouth through customer satisfaction as an intervening variable. The service quality of the e-ticketing technique has a positive and significant effect on repurchase intention through customer satisfaction as an intervening variable. Keywords: service quality of e-ticketing technique, customer satisfaction, word of mouth, repurchases intention