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Evaluasi Kualitas Website Aeroticket Terhadap Kepuasan Pelanggan Menggunakan Webqual 4.0 (Studi Kasus Di PT.X)
Dian Permatasari Sari NIM. (2018) | Tesis | Sistem Informasi
Bagikan
Ringkasan
Aeroticket merupakan sistem ticketing yang melayani jasa penerbangan, travel (bus dan kereta api), pulsa, payment dan lain-lain bagi anggotanya yang terdaftar sebagai agen dan dapat dilakukan pada berapa tempat di indonesia. Penggunaan website yang seiring waktu terus meningkat sehingga pentingnya perhatian tentang pengembangan web seperti metode evaluasi untuk memperoleh informasi yang dipercaya. Adapun permasalahan yang ada pada Aeroticket yaitu kebutuhan terhadap kenaikan traffic bagi pengunjung website, perlunya peningkatan kualitas pelayanan dan kinerja system diantaranya; kurang cepat tanggap respone e-mail dan team support terhadap pelanggan, pelayanan top up, pengisian deposit yang tidak 1x24 jam dan upgrade notification, serta harga yang masih dirasa belum kompetitif terhadap pesaing sejenisnya. Pada penelitian ini peneliti memanfaatkan 147 data populasi dengan survey online dan 30 data sampel diambil secara acak berdasarkan kebutuhan bisnis terhadap agen, observasi dan wawancara terhadap orang-orang terkait di Aeroticket. Data yang didapat akan diolah dengan bantuan statistik menggunakan aplikasi SPSS 20 dengan metode WebQual 4.0 dan model analisis regresi berganda yang diharapkan membantu dalam tahapan penelitian. Hasil penelitian menunjukkan bahwa (1) Kualitas website pada usability berpengaruh signifikan terhadap kepuasan pelanggan, (2) Kualitas website pada information Quality berpengaruh signifikan terhadap kepuasan pelanggan, dan (3) Kualitas website terhadap interaction quality berpengaruh secara signifikan terhadap kepuasan pelanggan. Artinya jika kualitas website pada aeroticket meningkat maka kepuasan pelanggan juga meningkat.
Ringkasan Alternatif
Aeroticket is a ticketing system that can be used by individuals or certain companies which provide services for flights, travel (bus and train), pulses, payment and other members who are registered as an agent that can be done on how many places in Indonesia. Use of the website over time continues to increase attention on the importance of web development such as evaluation methods to obtain trusted information. As for the problems that exist in Aeroticket namely the need for the increase in traffic for website visitors, the need to improve service quality and performance of such systems; less responsive respone e-mail and customer support team to ensure top up, charging a deposit that is not 1x24 hours and upgrade notification, as well as the prices they are still not competitive against competitors like. In this study, researchers used data from populations with 147 online survey and 30 randomly drawn sample data based on business needs of the agent, observation and interviews with those involved in Aeroticket. The data obtained will be processed with the help of statistics using SPSS 20 with WebQual 4.0 methods and models of multiple regression analysis is expected to help in the research stage. The results showed that (1) The quality of the website usability significant effect on customer satisfaction, (2) quality website of the information Quality significant effect on customer satisfaction, and (3) quality website of the interaction quality significantly affect on customer satisfaction. This means that if the quality of the website on aeroticket increases, customer satisfaction has also increased.