Abstract: Online Travel Agent (OTA) is a new business that arises due to technological developments. The promising potential of OTA in Indonesia makes many new OTA emerged and increased in competition. Based on research conducted by W&S Digital Market Research (2014), Traveloka is in the "switching out" zone where 6.7% of Traveloka customers choose to switch to another OTA. This indicates that there is a decrease in repurchase intention in customers of Traveloka. Therefore, it needs to conduct some research to increase the repurchase intention. Based on the background, the research was conducted to analyze the influence of information quality, system quality and service quality to repurchase intention with customer’s satisfaction as intervening variable.
The sampling method that being used was a non-probability purposive sampling by distributing questionnaires to the respondents who are specifically addressed to the people of Semarang City. In this study, it developed a theoretical model by proposing four hypotheses to be tested using the Structural Equation Modeling (SEM) analysis tool operated through the AMOS 22.0 program. The size of the sample in this research was between 100 - 200 samples. This study obtained 126 valid respondents.
The result of the research shows that the repurchase intention can be improved by improving information quality, system quality and service quality. Those are the qualities that influence customer's satisfaction as the determinant of success to increase repurchase intention. The most influential factor in determining the repurchase intention, with satisfaction as a variable intervening, is system quality
Keywords: information quality, system quality, service quality, customer satisfaction, repurchase intention
Penulis: Adhitya Rinaldi, Suryono Budi Santoso
Kode Jurnal: jpmanajemendd180399
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