Effect of E-Service Quality on the Intention to Reuse Website of Ota in Buying Aircraft Tickets

Waluya, Bagja; Ridwanudin, Oce; Utami, Wanda Dania

doi:10.6007/ijarbss/v9-i3/5745

Cited by 3 publications

(5 citation statements)

References 3 publications

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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%

“…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%

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The THE INFLUENCE OF EASE OF USE, E-SERVICE QUALITY AND PERCEIVED USEFULNESS AS AN INTERVENING VARIABLE AN INTENTION TO REUSE ZALORA ONLINE FASHION APPLICATION

Pratiwi

Rahmiati

Abror

2022

bmr

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This study aims to analyze (1) the effect of ease of use on perceived usefulness on Zalora users. (2) The effect of e-service quality on perceived usefulness on Zalora users. (3) The effect of ease of use on intention to reuse on Zalora users. (4) The effect of e-service quality on intention to reuse of Zalora users. (5) The effect of perceived usefulness on intention to reuse on Zalora users. The population on this study is Zalora users who had shopped more than once. The total sample of this research was 224 people by using online questionnaire. Data processing was carried out through SmartPLS software. The result of research show that (1) Ease of use has a negative and insignificant effect on perceived usefulness on Zalora users. (2) E-service quality has a positive and significant effect on perceived usefulness on Zalora users. (3) Ease of use has a positive and significant effect on intention to reuse on Zalora users. (4) E-service quality has a positive and significant effect on intention to reuse on Zalora users. (5) Perceived usefulness has a positive and significant effect on intention to reuse on Zalora users. For the future study it is better to explore more about variable that can influence intention to reuse.

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Section: E-service Quality Has a Significant Positive Effect On Perce...mentioning

confidence: 81%

Section: Research Model and Hypothesesmentioning

confidence: 99%

The THE INFLUENCE OF EASE OF USE, E-SERVICE QUALITY AND PERCEIVED USEFULNESS AS AN INTERVENING VARIABLE AN INTENTION TO REUSE ZALORA ONLINE FASHION APPLICATION

Pratiwi

Rahmiati

Abror

2022

bmr

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“…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%

An Assessment of E-Service Quality for Online Food Delivery Services in Yangon, Myanmar

Eaint¹

2022

SUT J SOC SCI

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The purpose of this study is to understand the relationship between e-service quality and customer satisfaction, the trust and revisit intentions toward potential businesses, for Online Food Delivery services in Yangon, Myanmar. This study assesses e-service quality to examine its influence on customer satisfaction and trust. Also, the study explores the relationship between customer satisfaction, and trust and revisit intentions towards Online Food Delivery services. Regression analysis was used to find the relationship between the variables. The findings reveal that Fulfillment (FUL) has the strongest influence on customer satisfaction and that Contact (CON) is the strongest predictor of customer trust. Likewise, customer’s satisfaction and trust have a positive relationship with customer intention to visit Online Food Delivery services again. Therefore, online food delivery service providers should focus on fulfilling customer satisfaction by providing a user-friendly app. Also, they should improve customer service and ensure customers’ needs are fulfilled in order to increase customer satisfaction. Finally, they should focus on trust which leads to customers revisiting the service.

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“…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%

Examining the Effects of E-Service Quality and Brand Image on E-Trust, E-Satisfaction, and E-Loyalty for Online Travel Agencies

KARACA,

BARAN

2023

IJCTR

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Nowadays, e-commerce is ubiquitous across various industries, encompassing the marketing of numerous products and services, including tourism services. Global travel agencies have embraced the provision of personalized customer service online. In this context, the aim of the study is to examine the effect of e-service quality and brand image for online travel agencies (OTA) on e-trust, e-satisfaction and e-loyalty. Data were collected through an online survey method from a sample of 1176 respondents. The collected data were analyzed employing confirmatory factor analysis and path analysis using the AMOS program. The findings of the conducted analyses unveiled that e-service quality exhibited a negative impact on e-trust, e-satisfaction, and e-loyalty for online travel agencies, whereas the brand image exerted a positive influence on e-trust, e-satisfaction, and e-loyalty. Consequently, it can be inferred that customer services delivered via electronic platforms should be prominently positioned in the travel market, with particular emphasis on brand image.

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Effect of E-Service Quality on the Intention to Reuse Website of Ota in Buying Aircraft Tickets

Cited by 3 publications

References 3 publications

The THE INFLUENCE OF EASE OF USE, E-SERVICE QUALITY AND PERCEIVED USEFULNESS AS AN INTERVENING VARIABLE AN INTENTION TO REUSE ZALORA ONLINE FASHION APPLICATION

The THE INFLUENCE OF EASE OF USE, E-SERVICE QUALITY AND PERCEIVED USEFULNESS AS AN INTERVENING VARIABLE AN INTENTION TO REUSE ZALORA ONLINE FASHION APPLICATION

An Assessment of E-Service Quality for Online Food Delivery Services in Yangon, Myanmar

Examining the Effects of E-Service Quality and Brand Image on E-Trust, E-Satisfaction, and E-Loyalty for Online Travel Agencies

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