Pengaruh Service Quality of E-Ticketing Technique terhadap Word of Mouth dan Repurchase Intention dengan Customer Satisfaction Sebagai Variabel Intervening pada Jasa Layanan Online Traveloka di Kota Binjai

Abstract

The development of technology is expected to give significant· benefits to the competitive business world. E-commerce is a new paradigm that becomes important when society experience changes in behavior, namely when they prefer practical things to fulfill their needs. Despite the big potential, there are still barriers found by Traveloka 's consumers who have done online transactions in Trave/oka. In addition, Traveloka 's consumers have not recommended Traveloka to other people. The data security in buying tickets from Traveloka also is not guaranteed and Traveloka is considered not user-friendly. The research aims ·to find out whether the service quality of e-ticketing technique influences word of mouth and repurchase intention through consumer satisfaction as the intervening variable in the Online Service of Traveloka in the city of Binjai. Data are analyzed quantitatively using path analysis. The research samples are 160 respondent.s Data are collected using questionnaires. The result indicates that the service quality of e-ticketing technique has a positive and significant influence on consumer satisfaction. Service quality of .e-ticketing technique has a positive and significant influence on word of mouth. Service quality of e-ticketing technique has a positive and significant influence on repurchases intention. Consumer satisfaction has a positive and significant influence on repurchase intention. Service quality of e-ticketing technique has. a positive and significant influence on word of mouth through consumer satisfaction as the intervening variable. Service quality of e-ticketing technique has a positive and significant influence on repurchase intention through consumer satisfaction as the intervening variable.