ABSTRACT: This study aims at
examining the relationship between e-Service Quality and Net Oriented
Lifestyle, and their influences toward e-Satisfaction and e-Loyalty in airlines
e-ticketing setting context. In addition, the contribution of six dimensions
involving usability, information quality, navigation, enjoyment, process, and
privacy toward e-Service Quality is investigated as well.The empirical data
were collected from 195 respondens with Net Oriented Lifestyle through their
opinions about airlines e-ticketing experience. The findings of this study
through Structural Equation Modeling analysis, indicate that: (1) the
contribution of six dimensions covering usability, information quality,
navigation, enjoyment, process, and privacy toward e-Service Quality is
positive and very significant, (2) the correlation or the relationship of
e-Service Quality and Net Oriented Lifestyle is positive and very significant,
(3) the influence of e-Service Quality toward e-Satisfaction is positive and
very significant, (4) the influence of e-Service Quality toward e-Loyalty is
positive and significant, (5) the influence of Net Oriented Lifestyle toward
e-Satisfaction is positive and very significant, (6) the influence of Net
Oriented Lifestyle toward e-Loyalty is positive and significant, and (7) the
influence of e-Satisfaction toward e-Loyalty is positive and very significant.
Finally, concluded that all hypothesis of this study are scientifically
confirmed.
Keywords: e-Service Quality,
Net-Oriented Lifestyle, e-Satisfaction, and e-Loyalty
Penulis: Hendika S.L., M.S.
Idrus, Surachman, Agus Suman
Kode Jurnal: jpmanajemendd110071
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