Abstract:
Purpose This research is to find out the influence of e-service quality, customer satisfaction and loyalty of Traveloka customers. The researcher wants to find out the influence of e-service quality dimensions towards customer satisfaction and loyalty since there are previous studies that said either customer satisfaction is influenced significantly or not.
Design/methodology/approach This research using quantitative method. A thirty-seven (37) items instrument was distributed online using Likert scale. The sample of this research is 385 respondents. The population is people who has experience using Traveloka at least once. Demographic variables were age, gender, occupation and income per months. The data is analyzed by using SPSS 20, AMOS 23, and SEM analysis.
Findings Analysis revealed that e-service quality doesn’t give direct influence towards customer loyalty, need customer satisfaction as mediator. Customer satisfaction significantly influence towards customer loyalty. Then, e-service quality significantly influence towards customer satisfaction, but only reliability, responsiveness, assurance and personalization dimensions.
Originality/value This research is the first study that discuss e-service quality, customer satisfaction and loyalty of Traveloka customers in Greater Jakarta.
