Analysis of the Influence of Traveloka E-Commerce Service Quality Towards Customer Satisfaction in Indonesia

Abstract

The improvement of progressively modern innovation has brought changes to society in Indonesia, e-commerce has become an alternative business in the modern era in line with increasingly dynamic market conditions and competitive competition, resulting in changes in consumer behavior. This study has an objective to analyze the influence of the Traveloka e-commerce service quality towards customer satisfaction in Indonesia.The variables used in this study, customer Satisfaction as the dependent variable and Electronic Service Quality of Traveloka which include Efficiency, Reliability, Fulfilment, Privacy, Responsiveness, Compensation, and Contact are the independent variables. The sample used 109 respondents,and Based on the multiple regression analysis shows that the level of electronic service quality in Traveloka E-commerce has a significant positive simultaneously effect on Consumer Satisfaction.