FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN SERTA DAMPAKNYA TERHADAP MINAT BELI ULANG SITUS TRAVELOKA (Studi pada konsumen Traveloka di kota Semarang)
Abstract: Traveloka is an
online site that provides flight reservation services and hotel reservations.
However, in 2016 Traveloka for hotel room bookings decreased the number of
purchases. This study aims to determine the influence that affect customer
satisfaction and its impact on repurchase intention.
This study uses 7 variables, which is service quality, brand image,
advertisement, price perception, customer satisfaction, trust and interest in
repurchase intention. Analysis technique used in this research is Partial Least
Square (PLS) 2.0 program.
The research results of this study indicate that there are two factors
that affect customer satisfaction. First, by providing good service quality.
However, the most influential process of repurchase interest is the quality of
service that affects the brand image as one of the determinants of success in
order to repurchase intention.
Keywords: service quality,
brand image, advertisement, price perception, customer satisfaction, trust, and
repurchase intention
PENULIS: Ikka Septya Nuraini,
Mudiantono Mudiantono
Kode Jurnal: jpmanajemendd170945
