SKRIPSI Jurusan Manajemen - Fakultas Ekonomi UM, 2019

Ukuran Huruf:  Kecil  Sedang  Besar

Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen Melalui Kepercayaan Pada Pengguna Aplikasi Layanan Traveloka Di Indonesia




Sejatiningrum, Bunga Romadhonah. 2019. The effect of Service Quality on Customer Satisfaction through Trust in users of Traveloka Service Applications in Indonesia. Sarjana’s Thesis, Departement of Management, S1 Management Study Program. Faculty of  Economics, Universitas Negeri Malang, Advisor: Dr. Sopiah, M. Pd.,M. M.


Keywords: Service Quality, Customer Satisfaction, Trust

Consumer satisfaction represents consumer satisfaction in a product or service, which can be felt after consumers buy or use. Satisfied customers will also reuse products or services in the future. Service quality and trust are one of the driving factors that can lead to feelings of satisfaction with consumers. With regard to consumers to create a sense of reusing products or services, it is necessary to consider improving the quality of these products or services in order to increase the level of customer satisfaction. Thus, it is necessary to discuss the service quality factors and trust that can affect the level of customer satisfaction.

The objectives to be achieved in this study are

(1) to explain the descriptive conditions about service quality, customer satisfaction, and trust according to the perceptions of consumers using traveloka applications, especially in Indonesia in 2019,

(2) to explain the direct effect of service quality on trust , and

(3) to explain the direct and indirect effects of service quality on customer satisfaction through trust in the use of traveloka applications in Indonesia.

This study uses a quantitative approach with descriptive and explanatory research designs. The population used in this study is Indonesian people who have used the Traveloka service application. The data taken in this study were 317 respondents using the Traveloka service application. The determining method in sampling in this study uses purposive sampling technique. The type of measurement scale in this study uses a Likert scale while data analysis used uses descriptive analysis and path analysis.

The results showed

(1) consumer perceptions of the quality of service available in the Traveloka application can be categorized very well,

(2) the level of customer satisfaction after using the traveloka application can be categorized that consumers are satisfied with Traveloka service applications,

(3) consumer confidence in using the application Traveloka can be categorized as high or consumers are categorized as trust to use the traveloka application. However, there are still certain indicators of several variables that are still perceived by respondents as low. One of them is the quality of Traveloka services related to the accuracy of Traveloka's service promises in providing service promises to its customers. Consumers feel that the quality of Traveloka services in providing service promises to consumers can be said to be poor. Poor service provided by Traveloka to cunsumers, it will directly affect the level of customer satisfaction with Traveloka service applications and will also affect the level of consumer confidence to reuse the Traveloka application in the future.

Based on the results of data analysis described above, it is better if traveloka management needs to improve the level of service quality again, especially in the aspect of the accuracy of traveloka service promises in providing service promises to consumers. In addition to the accuracy of service promises, traveloka companies must be able to build trust in consumers that traveloka applications can also provide hotel rooms and transportation tickets at low prices and quality. Traveloka companies must also be able to provide satisfaction to consumers who have used the traveloka application, so that consumers can recommend traveloka to their closest people.