PENGARUH KUALITAS WEBSITE TRAVELOKA MENGGUNAKAN WEBQUAL 4.0 TERHADAP KEPUASAN PENGGUNA. (Indonesian)

Traveloka is a flight ticket and hotel reservation company where users can make reservations on the Traveloka.com website. Traveloka uses the concept of onlinebased marketing through the website as a means of communicating the company's products to the public. This study aims to determine the effect of website quality on user satisfaction, especially in the Traveloka Community on Telegram social media using the webqual 4.0 method, which has 3 dimensions, namely usability quality, information quality, and interaction quality. This research was conducted using quantitative research with 85 respondents. The results of this study based on the F test showed the results of the Fcount value, namely (43.105) > F Table (2.72), then H0 was rejected, and Ha was accepted. So that the quality of usability (X1), information (X2) and interaction (X3) simultaneously affect the variable of consumer satisfaction (Y). Then for the t-value for usability quality (1.785) > the ttable value of 1.990 does not significantly affect customer satisfaction at Traveloka. The t-value for information is (2.050) > the t-table value of 1.990, which means that the quality of information has a significant effect on customer satisfaction in Traveloka. Then, the t value for interaction (1.501) > t table value 1.990 means that the quality of the interaction does not significantly affect customer satisfaction at Traveloka. [ABSTRACT FROM AUTHOR]

Traveloka adalah sebuah perusahaan reservasi tiket pesawat dan hotel di mana pengguna dapat melakukan pemesanan pada situs Traveloka.com. Traveloka menggunakan konsep pemasaran berbasis online melalui website sebagai sarana mengkomunikasikan produk-produk perusahaan kepada publik. Penelitan ini bertujuan untuk mengetahui pengaruh kualitas website terhadap kepuasan pengguna khususnya di Komunitas traveloka di sosial media Telegram menggunakan metode webqual 4.0 yang memiliki 3 dimensi yaitu kualitas kegunaan, kualitas informasi, dan kualitas interaksi. Penelitian ini dilakukan menggunakan penelitian kuantitatif dengan jumlah responden 85 responden. Hasil penelitian ini berdasarkan uji F menunjukkan hasil nilai Fhitung yaitu (43,105) > F Tabel (2,72) maka H0 ditolak, dan Ha diterima. Sehingga kualitas kegunaan (X1), informasi (X2) dan interaksi (X3) secara simultan berpengaruh terhadap variabel kepuasan konsumen (Y). Kemudian untuk nilai t hitung untuk kualitas kegunaan (1,785) > nilai t tabel 1,990 tidak berpengaruh secara signifikan terhadap kepuasan konsumen di Traveloka. Nilai t hitung untuk informasi (2,050) > nilai t tabel 1,990 yang artinya kualitas informasi berpengaruh secara signifikan terhadap kepuasan konsumen di Traveloka. Kemudian, nilai t hitung untuk interaksi (1,501) > nilai t tabel 1.990 artinya kualitas interaksi tidak berpengaruh secara signifikan terhadap kepuasan konsumen di Traveloka. [ABSTRACT FROM AUTHOR]

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