How e-service quality works on repurchase intention online travel agent (OTA)? A case study on Traveloka

I Nyoman Meirejeki; I Ketut Suarta; I Putu Budiarta; Solihin Moelyadi; I Made Budiasa

doi:10.21744/ijss.v6n2.2133

Authors

I Nyoman Meirejeki
nyomanmeirejeki@pnb.ac.id
Politeknik Negeri Bali, Indonesia
I Ketut Suarta Politeknik Negeri Bali, Indonesia
I Putu Budiarta Politeknik Negeri Bali, Indonesia
Solihin Moelyadi Politeknik Negeri Bali, Indonesia
I Made Budiasa Politeknik Negeri Bali, Indonesia

Keywords:

e-service quality, online travel agent, OTA, repurchase intention, travel website

Abstract

This research aims to identify the impact of e-service quality on repurchase intention of on- line travel agent. On-line travel agent is a travel website (e- commerce) providing various services related to tourism, such as: on-line transportation and hotel bookings and entertainment. On-line travel agency also serves as an alternative option in addition to the conventional ones. This research employed quantitative approach. The data was gathered by distributing on-line questionnaire to 96 online travel agencies users as the samples. The data was then analyzed by using simple linear regression through SPSS 23. The result shows that e-service quality is in good category while repurchase intention is in very good category. The correlational value between e-service quality and repurchase intention is in the strong category and the percentage that shows e-service quality affects significantly positive to repurchase intention of 62,1% while 37,9% as the other variables not examined in this research.

Downloads

Download data is not yet available.

References

Bernardo, M., Marimon, F., & Alonso- Almeida, M. D. M. (2012). Functional quality and hedonic quality: A study of the dimensions of E-service quality in online travel agencies. Information and Management, 49(7–8), 342–347. https://doi.org/10.1016/j.im.2012.06.005

Bernardo, M., Marimon, F., & del Mar Alonso-Almeida, M. (2012). Functional quality and hedonic quality: A study of the dimensions of e-service quality in online travel agencies. Information & management, 49(7-8), 342-347. https://doi.org/10.1016/j.im.2012.06.005

Blut, M., Chowdhry, N., Mittal, V., & Brock, C. (2015). E-service quality: A meta-analytic review. Journal of retailing, 91(4), 679-700. https://doi.org/10.1016/j.jretai.2015.05.004

Chandra, G., Tjiptono, F., & Chandra, Y. (2004). Pemasaran Global: Internasionalisasi dan Internetisasi. Yogyakarta: Andi.

Chang, Y. W., Hsu, P. Y., & Lan, Y. C. (2019). Cooperation and competition between online travel agencies and hotels. Tourism Management, 71, 187-196. https://doi.org/10.1016/j.tourman.2018.08.026

Chiou, W. C., Lin, C. C., & Perng, C. (2011). A strategic website evaluation of online travel agencies. Tourism Management, 32(6), 1463-1473. https://doi.org/10.1016/j.tourman.2010.12.007

Chung, I. K., & Lee, M. M. (2003, April). A study of influencing factors for repurchase intention in internet shopping malls. In Proceedings International Parallel and Distributed Processing Symposium (pp. 7-pp). IEEE.

Dedeke, A. N. (2016). Travel web-site design: Information task-fit, service quality and purchase intention. Tourism management, 54, 541-554. https://doi.org/10.1016/j.tourman.2016.01.001

Dolatabadi, H. R., & Gharibpoor, M. (2012). How Can E-Services Influence On Customers' Intentions toward Online Book Repurchasing (SEM Method and TPB Model). International Journal of Academic Research in Business and Social Sciences, 2(6), 135.

Fisher, R. J., Jaworski, B. J., Mohammed, R. A., & Paddison, G. J. (2003). Internet marketing: Building advantage in a networked economy.

Grewal, D., Roggeveen, A. L., & Tsiros, M. (2008). The effect of compensation on repurchase intentions in service recovery. Journal of retailing, 84(4), 424-434.

Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: A general structural equation model. European journal of marketing, 37(11/12), 1762-1800.

Kotler, P., & Keller, K. L. (2007). Manajemen Pemasaran, edisi keduabelas, Jakarta: PT. INDEKS Kelompok Gramedia.

Ladhari, R. (2010). Developing e-service quality scales: A literature review. Journal of retailing and consumer services, 17(6), 464-477. https://doi.org/10.1016/j.jretconser.2010.06.003

Laudon, K. C., & Laudon, J. P. (2004). Management information systems: Managing the digital firm. Pearson Educación.

Liang, L. J., Choi, H. C., & Joppe, M. (2018). Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb. International Journal of Hospitality Management, 69, 41-48. https://doi.org/10.1016/j.ijhm.2017.10.015

McLeod Jr, R., & Schell, G. P. (2008). Sistem informasi manajemen edisi 10. Jakarta: Salemba Empat.

Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233.

Pearson, A., Tadisina, S., & Griffin, C. (2012). The role of e-service quality and information quality in creating perceived value: antecedents to web site loyalty. Information Systems Management, 29(3), 201-215.

Riduwan, A., & Akdon, A. (2007). Rumus dan data dalam analisis statistika. Bandung: Alfabeta.

Talwar, S., Dhir, A., Kaur, P., & Mäntymäki, M. (2020). Why do people purchase from online travel agencies (OTAs)? A consumption values perspective. International Journal of Hospitality Management, 88, 102534. https://doi.org/10.1016/j.ijhm.2020.102534

Tjiptono, F., Arli, D., & Bucic, T. (2014). Consumer confusion proneness: insights from a developing economy. Marketing Intelligence & Planning, 32(6), 722-734.

Tseng, S. Y., & Wang, C. N. (2016). Perceived risk influence on dual-route information adoption processes on travel websites. Journal of Business research, 69(6), 2289-2296. https://doi.org/10.1016/j.jbusres.2015.12.044

Zhao, X., Liu, Y., Bi, H., & Law, R. (2014). Influence of coupons on online travel reservation service recovery. Journal of Hospitality and Tourism Management, 21, 18-26. https://doi.org/10.1016/j.jhtm.2014.03.001