Deskripsi Lengkap
| Bahasa : | ind |
| Sumber Pengatalogan : | |
| Tipe Konten : | |
| Tipe Media : | |
| Tipe Carrier : | |
| Deskripsi Fisik : | xiv, 143 hlm. : il. ; 28 cm. + lamp. |
| Naskah Ringkas : | |
| Lembaga Pemilik : | Universitas Indonesia |
| Lokasi : | Perpustakaan UI, Lantai 3 |
- Ketersediaan
- File Digital: 1
- Ulasan
- Sampul
- Abstrak
| No. Panggil | No. Barkod | Ketersediaan |
|---|---|---|
| S47356 | 14-19-066633583 | TERSEDIA |
| Tidak ada ulasan pada koleksi ini: 20345716 |
Abstrak
Tujuan dari penelitian ini adalah menganalisis bagaimana pengaruh implementasi ecustomer relationship management terhadap e-satisfaction dan e-loyalty pada pelanggan maskapai berbiaya rendah AirAsia. Penelitian ini menggunakan pendekatan kuantitatif, dimana data dan informasi dikumpulkan melalui survei dengan alat bantu kuesioner dan juga studi kepustakaan. Sampel dalam penelitian ini adalah 100 penumpang AirAsia yang berusia 18 tahun keatas, tinggal di wilayah Jabodetabek, dan pernah melakukan pembelian tiket AirAsia secara online melalui situs web AirAsia, yang diambil dengan menggunakan teknik non-probability purposive sampling. Analisis data yang digunakan dalam penelitian ini adalah analisis multivariat dengan menggunakan analisis jalur dan Sobel Test pada SPSS.
Hasil penelitian menunjukkan bahwa implementasi e-customer relationship management memiliki pengaruh yang kuat dan dan positif terhadap loyalitas (eloyalty) melalui variabel kepuasan pelanggan (e-satisfaction).
The objective of this research is to analyze how the effect of e-customer relationship management implementation toward e-satisfaction and e-loyalty in context of low cost carrier customers. This research uses a quantitative approach, in which data and information were collected through surveys with the tools of questionnaire and bibliographical studies. The sample of this research is 100 AirAsia?s customers who aged 18 and above, live in Jabodetabek area, and have bought AirAsia ticket by online through AirAsia?s official website more than once. Analysis technique of the data used in this study is multivariate analysis, using path analysis and Sobel Test on SPSS. The results showed that e-customer relationship management has a significant and strong effect toward e-loyalty through e-satisfaction as a mediating variable.
The objective of this research is to analyze how the effect of e-customer relationship management implementation toward e-satisfaction and e-loyalty in context of low cost carrier customers. This research uses a quantitative approach, in which data and information were collected through surveys with the tools of questionnaire and bibliographical studies. The sample of this research is 100 AirAsia?s customers who aged 18 and above, live in Jabodetabek area, and have bought AirAsia ticket by online through AirAsia?s official website more than once. Analysis technique of the data used in this study is multivariate analysis, using path analysis and Sobel Test on SPSS. The results showed that e-customer relationship management has a significant and strong effect toward e-loyalty through e-satisfaction as a mediating variable.