PENGARUH KUALITAS LAYANAN ELEKTRONIK DAN KEPUASAN PELANGGAN TERHADAP INTENSI MEMBELI: LAYANAN TIKET ELEKTRONIK MASKAPAI PENERBANGAN INDONESIA AIR ASIA

• Main Authors: , VAREZA SASETYA P. Y, , Dr. Sumiyana, M.Si.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2013
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/120143/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=60163
• Institution: Universitas Gadjah Mada

Competition among companies in the airline industry is intensive due to the pressure to reduce costs and to enhance service to customers. Majority of the airline operators used their websites not only for the purpose of making available the company's information but also to provide online e-ticketing service to their customers. This is one of the methods industry players employ to boost ticket sales. In addition, the online service also improves the way business transactions are conducted. The objectives of this study were to determine the relationship of e-service quality and customer satisfaction and to explore the relationship between customer satisfaction and purchase intention of airlines industry e-ticketing service. Convenience survey method was employed and a total of 201 useable questionnaires were utilized for subsequent analysis. Five variables of e-service quality were identified namely