THE EFFECT OF CUSTOMER TRUST, BRAND IMAGE, AND SERVICE QUALITY ON CUSTOMER LOYALTY OF AIRLINES E-TICKET SERVICE (A STUDY ON TRAVELOKA)
Abstract: The development of
information technology has now entered the digital era where all forms of
information can be accessed so quickly and easily through the mobile. Therefore
the people requires a good media that can provide enough information to perform
the selection against different types of airlines offer to be used as a tool to
support decision making on buying airlines e-tickets,The aims of this study are
to analyze the effect of customer trust, brand image and service quality on
customer loyalty of Traveloka. This research is causal type of research which
uses primary data obtained through questionnaires and uses multiple regression
analysis. The population observed is people in Manado who have experiences with
Traveloka, The sample size is 100 respondents.The result of this study shows
that customer trust has partially affected on customer loyalty, brand image has
not partially affected on customer loyalty and service quality has partially
affected on customer loyalty. Traveloka should have a good quality based on
customer perception not only focus on building their brand image as a site
booking number one because it has no significant effect to customer loyalty.
Keywords: customer trust,
brand image, service quality
Penulis: Andreas Markus
Tumewu, Sifrid Pangemanan, Ferdinand Tumewu
Kode Jurnal: jpmanajemendd170498
