Yenli Yenli Megawati, Howard S Giam


Industri penerbangan di Indonesia berperan penting dalam menghubungkan berbagai wilayah di Indonesia. Tren peningkatan pertumbuhan jumlah keberangkatan penumpang setiap tahunnya di bandara Indonesia menyebabkan semakin banyak pula maskapai penerbangan yang mencoba mensasar segmen baru, salah satunya dengan bermunculannya berbagai maskapai penerbangan dengan konsep low cost carrier (LCC). Salah satu yang diandalkan oleh maskapai penerbangan low cost carrier ini dalam menjangkau konsumennya adalah melalui situs onlinenya yang dapat memberikan berbagai informasi yang termasuk melakukan penjualan tiket secara langsung. Untuk itu, penelitian ini dilakukan untuk mencari tahu mengenai pengaruh dari electronic service quality (e-Service Quality) terhadap loyalitas dari konsumen yang menggunakan jasa dari maskapai penerbangan berkonsep low cost carrier. Pengumpulan data pada penelitian ini dilakukan melalui survey menggunakan kuesioner dengan jumlah responden sebanyak 200 responden. Metode analisis data dalam penelitian ini menggunakan analisis regresi.


e-Service Quality, e-Loyalty, e-Trust, e-Satisfaction, Commitment, Low Cost Carrier.

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DOI: http://dx.doi.org/10.30813/jhp.v8i2.3770


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