Creating e-Loyalty through reconstruction of e-Service Dimensions in Indonesia Online Travel Service
Muzakir, Syamsul Bachri, Rosida P. Adam and Wahyuningsih
Tadulako University
Abstract
The purpose of this research is to test the implementation of e-Service Quality in building e-Loyalty by developing the relationship of e-Service Quality, e-Satisfaction, and e-Trust on Indonesia online travel services. This research used a cross-section data. Respondents are dispersed from all over Indonesia that use online travel services. Hypotheses testing use a structural modeling formula with a sample size of 262 respondents. The result shows that e-Service Quality has significant effect on e-Trust, e- Service Quality has significant effect on e-Satisfaction, e- Service Quality significantly effects e-Loyalty, e-Satisfaction significantly effects on e-Trust , e-Satisfaction has significant impact on e-Loyalty, and e-Satisfaction has significant effect on e-Loyalty.
Keywords: e-servqual, e-Trust, e-Satisfaction, e-loyalty
Topic: Management