Customer Satisfaction Comparison: Travel Agent E-Commerce vs Airlines E-Ticketing in Indonesia

被引：0

作者：

Chandra, Yakob Utama ^{[1
]}

Ernawaty ^{[2
]}

Jhonsons, Michael ^{[3
]}

机构：

[1] Bina Nusantara Univ, Sch Informat Syst, Informat Syst Dept, Jakarta 11480, Indonesia

[2] Bina Nusantara Univ, Sch Informat Syst, Informat Syst Dept, Accounting Informat Syst Program, Jakarta 11480, Indonesia

[3] Mercu Buana Univ, Fac Comp Sci, Informat Engn Dept, Jakarta 11650, Indonesia

来源：

2019 INTERNATIONAL CONFERENCE ON COMPUTER, CONTROL, INFORMATICS AND ITS APPLICATIONS (IC3INA) | 2019年

关键词：

customer satisfaction; travel agent e-commerce; airlines e-ticketing; satisfaction; comparison; PERCEIVED USEFULNESS; TRUST; AGENCIES; LOYALTY;

D O I：

暂无

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

The airline has presented an e-ticketing that has been going on for a long time, in addition to meet the needs of customers in the field of ticketing, the travel agent e-commerce that offers e-ticketing is also born and added value customers. This research used a quantitative approach with 307 factors that make customer satisfaction in the order of e-ticketing between travel agent e-commerce and airlines e-ticketing. Research questions to be answered: (1) Will customers in Indonesia be more satisfied with the use of travel agent e-commerce or with airlines e-ticketing? (2) What factors become satisfaction factors when using travel agent e-commerce and airlines e-ticketing? There are 2 research models and 6 (six) hypotheses for each model. Perceived usefulness, information quality and trust factors to make customer satisfaction at travel agent e-commerce, but there are no factors for customer satisfaction with airlines e-ticketing.

引用

页码：88 / 93

页数：6

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