Open AccessPengaruh Kualitas Layanan Terhadap Kepuasan, Kepercayaan Dan Loyalitas Pelanggan Travel Agent Di Kabupaten Badung
Author(s) -
Ni Luh Putu Indiani
Publication year - 2020
Publication title -
jurnal ilmiah satyagraha/jurnal ilmiah satyagraha
Language(s) - English
Resource type - Journals
eISSN - 2723-5556
pISSN - 2620-6358
DOI - 10.47532/jis.v2i2.69
Subject(s) - business , customer satisfaction , loyalty business model , marketing , service quality , advertising , loyalty , competitor analysis , tourism , order (exchange) , service (business) , the internet , computer science , geography , archaeology , finance , world wide web
The development of increasingly advanced technology has an important influence in the tourism service industry, namely the utilization of internet technology in the process of booking tour and travels through online travel agents. Conventional travel agents are increasingly being abandoned as travelers turn to online travel agents. Under these conditions conventional travel agents need to make a number of efforts to keep customers in order to survive. This study aims to analyze the effect of service quality on satisfaction, trust and loyalty of travel agent customers in Badung regency.Research respondents are domestic and foreign customers who use travel agent services in Badung regency, as many as 70 respondents. Data collection was done through survey using questionnaire. Testing research hypothesis using Partial Least Square (PLS).The result of the research shows that 1) the quality of service has positive and significant effect to customer satisfaction, trust and loyalty, 2) customer satisfaction has positive and insignificant effect to customer loyalty, 3) customer trust has negative and insignificant effect to customer loyalty, 4) satisfaction and customer trust does not mediate the influence of service quality on customer loyalty.Travel agent in Badung regency should improve and pay attention to the indicators supporting the satisfaction, trust and customer loyalty so that customers are not easy to switch to competitors.