Pengaruh Kualitas E-Service Dan Kepuasan Pelanggan Terhadap Niat Membeli Airline E-Ticketing

Abstract

Competition among companies in airline industry is intensive due to the pressure reduce cost and to enhance service to customers. Majority of the airline operators use their website not only for the purpose of the making available companies information but also to provide online e-ticketing service to their customers. This is one of the method industry players to employ to boost their ticket sales. In addition, the online service also improve the way business transaction are conducted. The objective of this study where to determine the relationship of e-service quality and customer satisfaction and to explore relationship between customer satisfaction and purchase intention of airline industry e-ticketing service. Convenient survey method was employed and total of 87 usable questionnaires where utilized for subsequent analysis. Five dimension of e-service quality where identified namely, ease of use website design, assurance, responsiveness, and personalization.