2019
DOI: 10.6007/ijarbss/v9-i3/5745
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Effect of E-Service Quality on the Intention to Reuse Website of Ota in Buying Aircraft Tickets

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Cited by 3 publications
(5 citation statements)
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“…The results showed that the e-service quality variable had a significant positive effect on the intention to reuse. This is supported by the results of research conducted by Waluya et al (2019), which states that when customers feel the service quality of an online store, they will feel comfortable and confident when shopping at the store so that it makes customers intend to reuse a system or application. E-service quality that is good and in accordance with what is desired by consumers proves that the company is customer-oriented.…”
Section: E-service Quality Has a Significant Positive Effect On Perce...mentioning
confidence: 81%
See 1 more Smart Citation
“…The results showed that the e-service quality variable had a significant positive effect on the intention to reuse. This is supported by the results of research conducted by Waluya et al (2019), which states that when customers feel the service quality of an online store, they will feel comfortable and confident when shopping at the store so that it makes customers intend to reuse a system or application. E-service quality that is good and in accordance with what is desired by consumers proves that the company is customer-oriented.…”
Section: E-service Quality Has a Significant Positive Effect On Perce...mentioning
confidence: 81%
“…The company will try to understand the desires of its consumers by increasing the standard of the quality of the electronic service. This can be seen from the research conducted by Waluya et al (2019) which describes the results that e-service quality has a positive effect on intention to reuse at Traveloka, Tiket.com, and Booking.com. Zahara et al (2021) found that the e-service quality had a significant effect on the intention to use online transportation services.…”
Section: Research Model and Hypothesesmentioning
confidence: 99%
“…This study found that Fulfillment (FUL) has the strongest positive impact on customer satisfaction. Waluya et al (2019) also found that Fulfillment and reliability are positively related to customer satisfaction and reuse intentions for air ticket services online. Also, Rita et al (2019) found that Fulfillment is positively related to satisfaction in online shopping services.…”
Section: Theoretical Contributionmentioning
confidence: 85%
“…Some researcher defined Reuse Intention as how much an individual had a conscious plan to perform or not in the future (Warshaw & Davis, 1985). Also, some researchers stated that reuse intention is positively related by customer satisfaction (Waluya, Ridwanudin, & Utami, 2019;Nurqamarani, et al 2020;Ladkoom & Thanasopon, 2020) Many researchers found that customer satisfaction has a strong influence on the repurchase or reuse intentions of customer decisions.…”
Section: Reuse Intentionmentioning
confidence: 99%
“…E-service quality for OTAs encompasses the efficient and effective completion of travel reservations, products, and services. This definition is employed to evaluate customer satisfaction and success levels throughout processes such as travel planning, hotel bookings, flight ticket purchases, and addressing other travel requirements through the website (Waluya et al, 2019). Online customer trust emerges as a consequence of post-purchase evaluation decisions concerning specific online products/services (Da Silva & Syed Alwi, 2008;Lam et al, 2014;Oni et al, 2016;.…”
Section: The Relationship Between E-service Quality and E-trust For O...mentioning
confidence: 99%