DOI: https://doi.org/10.14710/jati.18.2.130-139

PENGARUH KUALITAS WEBSITE TERHADAP TINGKAT KEPUASAN PELANGGAN MENGGUNAKAN METODE LINIER REGRESI BERGANDA

*Ratna Purwaningsih orcid scopus  -  Universitas Diponegoro, Indonesia
Salsa Fadlila Shobrina  -  Universitas Diponegoro, Indonesia
Rani Rumita  -  Universitas Diponegoro, Indonesia
Diah Nurlaila  -  Universitas Diponegoro, Indonesia
Pidi Winata  -  Universitas Diponegoro, Indonesia

Citation Format:
Abstract

Penelitian ini bertujuan untuk menguji hubungan antara dimensi-dimensi kualitas website terhadap tingkat kepuasan pelanggan terhadap website Tiket.com. Data diperoleh dengan kuesioner terhadap 141 responden pengguna situs Tiket.com. Uji validitas dan reliabilitas dilakukan untuk menguji konstruk penelitian, uji asumsi klasik dilakukan untuk memastikan persamaan regresi yang didapatkan konsisten dan tidak bias. Pengujian model dilakukan dengan metode analisis regresi linier berganda. Hasil analisis menunjukkan bahwa: desain website, keamanan dan privasi, serta empati memiliki pengaruh yang positif dan signifikan terhadap kepuasan pelanggan, sedangkan, interaktivitas, konten dan informasi, reliabilitas, serta daya tanggap tidak secara signifikan mempengaruhi kepuasan pelanggan. Rekomendasi untuk situs Tiket.com adalah pengembangan website untuk meningkatkan kepuasan pelanggan.

 

Abstract

[Analysis the Impact of Websitesite Quality on Customer Satisfaction Level using Multiple Linear Regression Method (Case Study: Tiket.com)] This study examines the relationship between the dimensions of website site quality to customer satisfaction level on the Tiket.com website. Data was collected from 141 respondents who were users of the Tiket.com website. A validity and reliability test was conducted to test the research constructs, and a classic assumption test was also undertaken to ensure that the regression equation obtained was correct, unbiased, and consistent. Multiple linear regression analysis was then carried out to test the model. The analysis of this study indicated that website site design, security, privacy, and empathy have a positive and significant influence on customer satisfaction. While interactivity, content and information, reliability, and responsiveness do not significantly affect customer satisfaction. The recommendation for the website site is website site development to increase customer satisfaction.

Keywords: website quality; customer satisfaction; multiple linear regression

Fulltext View|Download
Keywords: kualitas website; kepuasan pelanggan; regresi linier berganda

Article Metrics:

Article Info
Section: Research Articles
Language : ID
Recent articles
PENGARUH KUALITAS WEBSITE TERHADAP TINGKAT KEPUASAN PELANGGAN MENGGUNAKAN METODE LINIER REGRESI BERGANDA ANALISIS PEMILIHAN SUPPLIER BAUT MENGGUNAKAN METODE AHP-TOPSIS PT. STECHOQ ROBOTIKA INDONESIA ANALISIS KINERJA BERDASARKAN PERBEDAAN REALITAS DAN TINGKAT KESULITAN TUGAS: STUDI KASUS PADA PERAKITAN REPETITIF STUDI TEKNO-EKONOMI PROSES PIROMETALURGI DAUR ULANG BATERAI LITHIUM MANGANESE OXIDE (LMO) DAN LITHIUM IRON PHOSPHATE (LFP) More recent articles
Most cited articles
OPTIMALISASI PENGGUNAAN RUANG KELAS PLARIND BOULEVARD DENGAN PENDEKATAN PROGRAMA LINIER SIMULASI MODEL DINAMIK PENGANGKUTAN CRUDE PALM OIL (CPO) DI PT. XYZ UNTUK MEMINIMALKAN BIAYA TRANSPORTASI PENGADAAN BAHAN PENILAIAN KUALITAS APLIKASI HALAL MUI DENGAN WEBQUAL 4.0 DAN PENGARUHNYA TERHADAP KEPUTUSAN PENGGUNAAN INDUSTRI 4.0: TELAAH KLASIFIKASI ASPEK DAN ARAH PERKEMBANGAN RISET ANALISIS BULLWHIP EFFECT TERHADAP PENERAPAN DISTRIBUTION RESOURCE PLANNING DI PT. MNJ More cited articles
  1. Aladwani, A. M., & Palvia, P. C. (2002). Developing and validating an instrument for measuring user- perceived website quality. Information and Management, 39(6), 467–476. https://doi.org/10.1016/S0378-7206(01)00113- 6
  2. Badan Pusat Statistik Indonesia. (2021). Perkembangan Pariwisata dan Transportasi Nasional Agustus 2021
  3. Basuki, A. T., & Prawoto, N. (2017). Analisis Regresi Dalam Penelitian Ekonomi dan Bisnis. Raja Grafindo Persada
  4. Belout, A., & Gauvreau, C. (2004). Factors influencing project success: The impact of human resource management. International Journal of Project Management, 22(1). https://doi.org/10.1016/S0263-7863(03)00003- 6
  5. Cebi, S. (2013). Determining importance degrees of websitesite design parameters based on interactions and types of websitesites. Decision Support Systems, 54(2), 1030–1043. https://doi.org/10.1016/j.dss.2012.10.036
  6. Coo, B. M. (2017). A study on trucker recognition in Korean cargo distribution O2O Business Model. Journal of Distribution Science, 15(2), 79–90. https://doi.org/10.15722/jds.15.2.201702.79
  7. Cooper, D. R., & Schindler, P. S. (2014). Business Research Methods. McGraw-Hill/Irwin
  8. DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4). https://doi.org/10.1080/07421222.2003.110457 48
  9. Garma, R., & Junek, O. (2006). Evaluating Websitesite Quality of Tourism Websitesites: a Study of Australian and Malaysian Consumers. In B. G. O’Mahony & P. A. Whitelaw (Eds.), ’To the city and beyond...’ : Proceedings of the 16th Annual CAUTHE Conference (pp. 1745–1754). Victoria University
  10. Hirchsmann, R. (2021). Leading online travel agencies used in Indonesia 2020. Statista in Cooperation with Rakuten Insight. https://www.statista.com/statistics/1200620/ind onesia-most-used-online-travel-agencies/
  11. Janda, S., Trocchia, P. J., & Gwinner, K. P. (2002). Consumer perceptions of Internet retail service quality. International Journal of Service Industry Management, 13(5). https://doi.org/10.1108/09564230210447913
  12. Kemp, S., & Data Reportal. (2021, January 27). Digital 2021: Indonesia. Digital 2021: Global Overview Report. https://datareportal.com/reports/digital-2021- indonesia
  13. Kim, J., & Lee, J. (2002). Critical design factors for successful e-commerce systems. Behaviour and Information Technology, 21(3). https://doi.org/10.1080/0144929021000009054
  14. Kim, W. G., & Lee, H. Y. (2013). Comparison of website service quality between online travel agencies and online travel suppliers. In Handbook of Consumer Behavior, Tourism, and the Internet. https://doi.org/10.1300/J073v17n02_09
  15. Kotler, P., & Keller, K. L. (2012). Marketing Management (14th Ed.). Pearson Education, Inc
  16. Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. In International Journal of Retail and Distribution Management (Vol. 33, Issue 2). https://doi.org/10.1108/09590550510581485
  17. Lin, H. F. (2007). The impact of websitesite quality dimensions on customer satisfaction in the B2C E-commerce context. Total Quality Management and Business Excellence, 18(4). https://doi.org/10.1080/14783360701231302
  18. McKinney, V., Yoon, K., & Zahedi, F. (2002). The measurement of Website-customer satisfaction: An expectation and disconfirmation approach. Information Systems Research, 13(3). https://doi.org/10.1287/isre.13.3.296.76
  19. Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156
  20. Park, Y. A., Gretzel, U., & Sirakaya-Turk, E. (2007). Measuring website site quality for online travel agencies. Journal of Travel and Tourism Marketing, 23(1). https://doi.org/10.1300/J073v23n01_02
  21. Pereira, H. G., de Fátima Salgueiro, M., & Rita, P. (2017). Online determinants of e-customer satisfaction: application to websitesite purchases in tourism. Service Business, 11(2). https://doi.org/10.1007/s11628-016-0313-6
  22. Prasetio A, Nursandi W, Analisis Minat Pengguna OTA Tiket.com di Indonesia Menggunakan Model Pendekatan Modifikasi UTAUT 2, Jurnal Manajemen dan Keuangan, Vol.11, No.1, Mei 2022
  23. Purwaningsih R, Prastawa H, Puspitasari A.H (2018). Usability measurement of telecommunications testing websitesite PT. Telkom Indonesia using user centered design, E3S Website of Conferences 73, 08008
  24. Purwaningsih, R and Adison, B (2016). Path analysis method to identify factors affecting consumer interest on online shopping, Proceeding of the 2nd International Conference on Science in Information Technology (ICSITech), Balikpapan, Indonesia, 2016, pp. 20-25, doi: 10.1109/ICSITech.2016.7852601
  25. Puspitasari, N. B., Purwaningsih, R., Fadlia, N., & Rosyada, Z. F. (2021). Driving Factors of the Intention to Purchase Travel Products Through Online Travel Agent (OTA). Proceedings of the International Conference on Industrial Engineering and Operations Management, 1729–1731
  26. Rasli, S., Khairi, N., Ayathuray, H., & Sudirman, M. S. (2018). The Effect of E-Business Websitesite Quality on Customer Satisfaction. Selangor Business Review, 3(1)
  27. Rosyidi, M. I. (2019). Indonesian Online Travel Agencies: Profiling the services, employment, and users. Proceedings of the 3rd International Seminar on Tourism (ISOT 2018), 211–216. https://doi.org/10.2991/isot-18.2019.47
  28. Ruppert, D., Wand, M. P., & Carroll, R. J. (2003). Semiparametric Regression. In Semiparametric Regression. https://doi.org/10.1017/cbo9780511755453
  29. Santos, J. (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3). https://doi.org/10.1108/09604520310476490
  30. Siddiqui, K. (2013). Heuristics for sample size determination in multivariate statistical techniques. World Applied Sciences Journal, 27(2). https://doi.org/10.5829/idosi.wasj.2013.27.02.8 89
  31. Standing, C., & Vasudavan, T. (2001). The Impact of Electronic Commerce on the Travel Agency Sector. Journal of Information Technology Case and Application Research, 3(1), 40–55. https://doi.org/10.1080/15228053.2001.108559 68
  32. Suyono. (2018). Analisis Regresi untuk Penelitian (1st ed.). Deepublish
  33. Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2008). Assesing Website Service Quality Dimensions: The E- SERVPERF Approach. Issues In Information Systems. https://doi.org/10.48009/2_iis_2008_313-322
  34. Wibowo, W. A. (2013). Pengaruh System Quality, Information Quality, dan Service Quality Terhadap User Satisfaction Websitesite Lion Airlines dan Sriwijaya Airlines. Journal of Management Information Systems, 8(4)

Last update:

No citation recorded.

Last update: 2024-11-22 20:25:50

No citation recorded.