THE EFFECTS OF E-SERVICE QUALITY FACTORS ON CUSTOMER SATISFACTION (CASE STUDY OF TRAVELOKA’S FOREIGN USERS IN INDONESIA)

ANDRIANIRINA, Lanto Nambinintsoa (2023) THE EFFECTS OF E-SERVICE QUALITY FACTORS ON CUSTOMER SATISFACTION (CASE STUDY OF TRAVELOKA’S FOREIGN USERS IN INDONESIA). Diploma thesis, Universitas Andalas.

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Abstract

The technological advancements in various fields, particularly the internet's role in driving e-commerce growth, have significantly altered our lifestyles and companies are in intense competition to satisfy customers thought e-commerce services. Therefore, this study explores the effects of e-service quality factors on customer satisfaction (case study of Traveloka’s foreign users in Indonesia). This study applied quantitative descriptive with online survey technique. In this study, the questionnaires were distributed to 139 respondents who are international tourists and international students using Traveloka in Indonesia. The results indicate that reliability, privacy, responsiveness, compensation and contact have a positive significant effect on customer satisfaction. However, efficiency and fulfillment do not have a positive significant effect on customer satisfaction. In addition to that, The likelihood of the e-service quality impacting customer satisfaction is 68.1%.

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