Analisis Hubungan Usability, Information, Dan Service Interaction Terhadap Kepuasan Pengguna Agen Perjalanan Online

Adeli, Riksa Rizki Zetta (2018) Analisis Hubungan Usability, Information, Dan Service Interaction Terhadap Kepuasan Pengguna Agen Perjalanan Online. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Agen perjalanan telah menjadi peluang bisnis yang cukup menjanjikan mengingat tingginya minat kunjungan wisatawan mancanegara maupun nusantara ke berbagai daerah di Indonesia. Saat ini, agen perjalanan telah banyak dilakukan secara online melalui website sehingga memungkinkan pengguna dalam melakukan pemesanan baik pada transportasi maupun akomodasi kamar penginapan. Hal ini membuat website memiliki kontribusi besar bagi perusahaan agar tetap dapat bertahan dalam persaingan yang kompetitif. Oleh karena itu, agen perjalanan online perlu memperhatikan kualitas website sehingga manfaat penggunaan website dapat dirasakan langsung bagi agen perjalanan online. Selain itu, keberadaan website yang baik juga akan menguatkan posisi agen perjalanan online. Beberapa penelitian telah menyebutkan bahwa kepuasan pengguna memiliki peranan penting dalam menentukan kualitas dari suatu layanan atau produk, termasuk website pada agen perjalanan online. Penelitian ini bertujuan untuk melihat hubungan antara kualitas website dari segi usability, information quality, dan service interaction quality terhadap user satisfaction dari agen perjalanan online. Penelitian ini dilakukan dengan pengambilan data melalui kuesioner online kepada pengguna agen perjalanan online dan kemudian diolah secara statistik sehingga ditemukan hubungan tiga dimensi kualitas website terhadap kepuasan pengguna. Penelitian ini menemukan bahwa pada website agen perjalanan online terdapat hubungan antara usability terhadap kepuasan pengguna, information quality terhadap kepuasan pengguna, dan service interaction terhadap kepuasan pengguna. ================ Travel agents become a promising business opportunity because of the high interest of foreign and domestic tourists visit to various regions in Indonesia. Currently, travel agents have been widely done online through the website allowing users to place reservations on both the transportation and the accommodation of the lodging rooms. This makes the website has a major contribution for the company to remain able to survive in competitive competition. Therefore, online travel agencies need to pay attention to the quality of the website so that the benefits of using the website can be felt directly for online travel agencies. In addition, the existence of a good website will also strengthen the position of online travel agents. Some studies have mentioned that user satisfaction plays an important role in determining the quality of a service or product, including websites on online travel agencies. This study aims to see the relationship between. usability, information quality, and service interaction quality to user satisfaction from online travel agents. This research was conducted by taking data through online questionnaires to users of online travel agents and then processed statistically so as to find the level of influence of three dimensions of website quality to user satisfaction and comparison of influence between dimensions of website quality. This study aims to see the relationship between usability, information quality, and service interaction quality to the user satisfaction of online travel agents. This research is conducted by taking data through online questionnaires to users of online travel agents and then processed statistically so that found a three dimensional relationship to the quality of the website user satisfaction. This study found that on the online travel agency website there is a relationship between usability to user satisfaction, information quality to user satisfaction, and service interaction to user satisfaction

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: ONLINE TRAVEL AGENCIES, WEBSITE, WEB QUALITY, USER SATISFACTION, AGEN PERJALANAN ONLINE, WEBSITE, KUALITAS WEB, KEPUASAN PENGGUNA
Subjects: H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
H Social Sciences > HF Commerce > HF5548.32 Electronic commerce.
Divisions: Faculty of Information and Communication Technology > Information Systems > (S1) Undergraduate Theses
Depositing User: Adeli Riksa Rizki Zetta
Date Deposited: 22 Oct 2018 06:59
Last Modified: 22 Oct 2018 06:59
URI: http://repository.its.ac.id/id/eprint/52848

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