ANALISIS PENGARUH KUALITAS LAYANAN ELEKTRONIK TERHADAP KEPERCAYAAN ELEKTRONIK DENGAN KEPUASAN PELANGGAN ELEKTRONIK SEBAGAI VARIABEL INTERVENING
Abstract
This study aims to analyze the effect of e-service quality on electronic trust with e-customer satisfaction as an intervening variable in bachelor student of Muhammadiyah University of Yogyakarta who are Traveloka’s customers. The literature shows that electronic trust, mediated by e-customer satisfaction, tends to increase when the quality of Traveloka's e-service quality is high. The sample used was 140 respondents. Using a purposive sampling technique, respondents were asked to fill 23 statement items with a Likert scale. Data were analyzed using quantitative analysis methods from Sugiyono. The results showed a positive and significant relationship on the relationship of the three variables