JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi)
Vol. 10 No. 1 (2024): Februari 2024

The Influence Of Customer Value, Customer Trust And Electronic Service Quality On Customer Satisfaction Of Traveloka

Yusi Faizathul Octavia (Sekolah Tinggi Ilmu Ekonomi AMM Mataram)
Luh Komang Candra Dewi (Universitas Triatma Mulya)
Donny Dharmawan (Universitas Krisnadwipayana)
Silvia Ekasari (STIE Manajemen Bisnis Indonesia)
Hery Erdi (Universitas Islam Jakarta)



Article Info

Publish Date
01 Feb 2024

Abstract

The purpose of this study is to determine whether customer value, trust, and e-service quality affect customer satisfaction. In this research, the population is active internet users who are familiar with online transactions, the number of which is unknown or can be said to be in the infinite category. This study's sample strategy combines a purposive sampling approach with a non-probability sampling technique. There were 100 samples used in this investigation. Both primary and secondary data are used in this study. Researchers employed web-based electronic questionnaires and online research tools to obtain primary data. Numerous inferences can be made based on the study's findings and the subsequent discussion, including the following: Customer satisfaction is significantly improved by the quality of e-services. Customer satisfaction is significantly positively impacted by customer value. Customer pleasure is positively impacted by trust. Customer happiness is influenced simultaneously by e-service quality, customer value, and trust.

Copyrights © 2024






Journal Info

Abbrev

jemsi

Publisher

Subject

Economics, Econometrics & Finance

Description

JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) is an electronic independent international scientific and academic journal that aims to publish scholars’ original and high-quality manuscripts and reports in all fields of business. JEMSI adheres to an open access policy to accelerate the ...