An-nisaa, Nur Izzatusshafa (2025) PENGARUH E-SERVICE QUALITY DAN HARGA TERHADAP REPURCHASE INTENTION MELALUI KEPUASAN PELANGGAN PADA TRAVELOKA (TA.10.25.011). Diploma thesis, UNIVERSITAS LOGISTIK DAN BISNIS INTERNASIONAL.
Full text not available from this repository.Abstract
ABSTRAK PENGARUH E-SERVICE QUALITY DAN HARGA TERHADAP REPURCHASE INTENTION MELALUI KEPUASAN PELANGGAN PADA TRAVELOKA (Studi Kasus Pemesanan Hotel di Traveloka) Nur Izzatusshafa An-Nisaa’ D-IV Logistik Niaga-EL, Universitas Logistik dan Bisnis Internasional Penelitian ini bertujuan untuk mengetahui pengaruh e-service quality dan harga terhadap repurchase intention dengan kepuasan pelanggan sebagai variabel mediasi pada layanan reservasi hotel di aplikasi Traveloka. Fenomena penurunan loyalitas pelanggan dan meningkatknya keluhan terkait kualitas layanan digital serta ketidaksesuaian harga menjadi latar belakang pentingnya penelitian ini dilakukan. Metode penelitian yang digunakan adalah kuantitatif dengan pendekatan deskriptif dan verifikatif. Data dikumpulkan melalui kuesioner terhadap 96 responden yang pernah menggunakan layanan pemesanan hotel di Traveloka. Teknik analisis menggunakan Structual Equation Modeling (SEM) berbasis Partial Least Square (SmartPLS). Hasil penelitian menunjukkan bahwa e-service quality dan harga masing-masing memiliki pengaruh positif terhadap kepuasan pelanggan. Selain itu, kepuasan pelanggan terbukti berperan sebagai mediasi antara harga terhadap repurchase intention, namun tidak memediasi secara signifikan antara e-service quality dan repurchase intention. Temuan ini memberikan implikasi bahwa peningkatan kepuasan pelanggan, terutama melalui kebijakan harga yang sesuai dan transparan, sangat penting untuk mempertahankan niat beli ulang pelanggan di platform OTA (Online Travel Agent) seperti Traveloka. Kata Kunci: E-Service Quality, Harga, Kepuasan Pelanggan, Repurchase Intention, Traveloka viii Universitas Logistik dan Bisnis Internasional ABSTRACT THE INFLUENCE OF E-SERVICE QUALITY AND PRICE ON REPURCHASE INTENTION THROUGH CUSTOMER SATISFACTION ON TRAVELOKA (Case Study of Hotel Booking at Traveloka) Nur Izzatusshafa An-Nisaa’ D-IV Commerce Logistics-EL, Universitas Logistik dan Bisnis Internasional This study aims to determine the effect of e-service quality and price on repurchase intention with customer satisfaction as a mediating variable on hotel reservation services in the Traveloka application. The phenomenon of decreasing customer loyalty and increasing complaints related to digital service quality and price mismatches is the background for the importance of this research. The research methode used is quantitative with descriptive and verification approaches. Data was collected through a questionnaire of 96 respondents who had used hotel booking services at Traveloka. The analysis technique uses Structual Equation Modeling (SEM) based on Partial Least Square (SmartPLS). The results showed that e-service quality and price each have a positive influence on customer satisfaction. In addition, customer satisfaction in proven to play a mediating role between price and repurchase intention, but does not significantly mediate between e-service quality and repurchase intention. This finding implies that improving customer satisfaction, especially through appropriate and transparent pricing policies, is critical to maintaining customer repurchase intention on OTA (Online Travel Agent) platforms such as Traveloka. Keywords: E-Service Quality, Price, Customer Satisfaction, Repurchase Intention, Traveloka
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | H Social Sciences > HF Commerce |
| Divisions: | Sekolah Vokasi > Logistik Niaga-EI D4 |
| Depositing User: | PKL SATU SATU |
| Date Deposited: | 22 Jul 2026 08:48 |
| Last Modified: | 22 Jul 2026 08:48 |
| URI: | http://eprints.ulbi.ac.id/id/eprint/4152 |
Actions (login required)
 |
View Item |
