Electronic Service Quality, Perceived Value, and Loyalty Intention on Online Ticket Customers
Dr. Aceng Gima Sugiama, SE., MP.
Politeknik Negeri Bandung (Polban)
Abstract
The customer of online tickets continues to increase including for the millennial segment in Indonesia, but how the causality of electronic service quality, perceived value, and loyalty intention variables on online ticket customers. The aim of this research is to examine the causality of electronic service quality, perceived value and loyalty intention on ticket online customer service. The research theory of this study is the use of E-S-QUAL (Electronic-Service Quality). This descriptive research utilizes the ticket online service in Indonesia as a case, with the e-commerce user population for online shop ticket services in Indonesia, a sample size of 514 respondents, and data were analyzed using the regression model. The results show that online ticket customers consider that the higher level of electronic service quality (efficiency, fulfillment, system availability, and privacy) can increase the perceived value of the customer concerned. Better customer perception of perceived value will increase the customers loyalty intention. In addition, the higher the quality of electronic sales services, can increase customer loyalty of online ticket shops.
Keywords: E-S-QUAL (Electronic-Service Quality), perceived value, loyalty intention
Topic: Computer and Communication Engineering