Saodin Saodin


Penelitian ini secara spesifik bertujuan untuk menguji dan menjelaskan pengaruh  e-service quality terhadap e-satisfaction, e-word of mouth dan online repurchase intention konsumen pada Hotel Bintang Tiga di Provinsi Lampung. Penelitian ini bersifat explanatory research yang menjelaskan hubungan kausal antara variabel melalui pengujian hipotesis. Jumlah sampel dalam penelitian ini 142 konsumen hotel yang pernah menginap  dan melakukan reservasi (pemesanan kembali) secara online melalui website pemesanan hotel di salah satu Hotel Bintang Tiga di Provinsi Lampung. Teknis analisis data menggunakan analisis Generalized Structured Component Analysis (GSCA). Temuan penelitian menunjukan bahwa lima hipotesis yang diajukan diterima yang bermakna terdapat pengaruh  yang  signifikan e-service quality  terhadap   e-satisfaction, e-word of mouth dan online repurchase intention.

Kata kunci: E-ServQual; E-Satisfaction; E-WOM; Online Repurchase Intention

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