文章基本信息

标题：Pengaruh E–service Quality dan Net Oriented Lifestyle terhadap E–satisfaction dan E–loyalty (Studi pada Pelanggan E–ticketing di Kota Balikpapan)
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作者：Hendika SL ; M.S.Idrus ; Surachman 等
期刊名称：Jurnal Aplikasi Manajemen
印刷版ISSN：1693-5241
电子版ISSN：2302-6332
出版年度：2011
卷号：9
期号：1
页码：85-93
语种：English
出版社：University of Brawijaya
摘要：This study aims at examining the relationship between e–Service Quality and Net Oriented Lifestyle,and their influences toward e–Satisfaction and e–Loyalty in airlines e–ticketing setting context.In addition,the contribution of six dimensions involving usability,information quality,navigation,enjoyment,process,and privacy toward e–Service Quality is investigated as well.The empirical data were collected from 195 respondens with Net Oriented Lifestyle through their opinions about airlines e–ticketing experience.The findings of this study through Structural Equation Modeling analysis,indicate that:(1) the contribution of six dimensions covering usability,information quality,navigation,enjoyment,process,and privacy toward e–Service Quality is positive and very significant, (2) the correlation or the relationship of e–Service Quality and Net Oriented Lifestyle is positive and very significant, (3) the influence of e–Service Quality toward e–Satisfaction is positive and very significant, (4) the influence of e–Service Quality toward e–Loyalty is positive and significant, (5) the influence of Net Oriented Lifestyle toward e–Satisfaction is positive and very significant, (6) the influence of Net Oriented Lifestyle toward e–Loyalty is positive and significant,and (7) the influence of e–Satisfaction toward e–Loyalty is positive and very significant.Finally,concluded that all hypothesis of this study are scientifically confirmed.
关键词：e–Service Quality;Net–Oriented Lifestyle;e–Satisfaction;and e–Loyalty