ANALISIS PENGARUH KUALITAS INFORMASI, KUALITAS SISTEM DAN KUALITAS PELAYANAN TERHADAP MINAT BELI ULANG DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi pada Pelanggan Traveloka di Kota Semarang)
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
