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All Journal Telematika : Jurnal Informatika dan Teknologi Informasi Seminar Nasional Informatika (SEMNASIF) SENTIA 2017 Petir Jurnal Informatika Polinema (JIP)
Dyah Ayu Irawati
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Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Electrical & Electronics Engineering Library & Information Science

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Journal : Telematika : Jurnal Informatika dan Teknologi Informasi

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Customer Loyalty Analysis On Online Travel Agent (OTA) Using American Customer Satisfaction Index (ACSI) And Structural Equation Modelling (SEM) Yanu Ramdhani Saputra; Herlina Jayadianti; Dyah Ayu Irawati
Telematika Vol 19, No 3 (2022): Edisi Oktober 2022
Publisher : Jurusan Teknik Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31315/telematika.v19i3.7734

Abstract

Purpose: Knowing what affects customer loyalty in Online Travel Agent (OTA) Services. Which will help OTA Services to understand about customer satisfaction and customer loyalty so that they can develop their business in the future in order to get greater customer satisfaction and loyalty.Design/methodology/approach: Using the American Customer Satisfaction Index (ACSI) Model which explains the antecedents and consequences of customer satisfaction. In Antecedent there are variables of User Expectations, Perceived Quality, and Value benefits that have an impact on customer satisfaction variables then from causing customer complaints and customer loyalty. So that 9 research hypotheses are obtained based on the model used and tested using Structural Equation Modeling (SEM). Research requires data on respondents' answers distributed through digital media with a total need for 385 respondent data.Findings/result: After testing using SEM.The 9 hypotheses proposed show that 2 hypotheses are rejected and 7 hypotheses are accepted.Originality/value/state of the art: Previous research has been done but with different models and different methods.
Co-Authors Adithya Gilang Maulana Aisy Muhammad R Anugrah Nur Rahmanto Ari Mahardika Ahmad Nafis Arief Prasetyo Astiningrum, Mungki Bagus Rahmadhian Budi Harijanto, Budi Deddy Kusbianto P Deddy Kusbianto Purwoko A Ekojono Ekojono Elistya Rahma Dinda Faisal Rahutomo Fitri Maharany Harry Yanuar Herlina Jayadianti Herlina Prastiwi Luqman Affandi Prastiwi, Herlina Rawansyah Rawansyah Ridwan Rismanto Ridwan Rismanto Riza Ivanadi Padeka Putri Rosiani, Ulla Delfana Rudy Ariyanto Sari Anggraeni Sulton Ginanjar Abdullah Susi Susanti Vandi Chamdika Yanu Ramdhani Saputra Yuri Ariyanto