Building E-Loyalty Formed by E-Recovery Service Quality Mediated by E-Service Recovery Satisfaction and E-commitment on Online Travel Agent Customers in Indonesia
Journal Title: Journal of Economics, Finance and Management Studies - Year 2022, Vol 5, Issue 12
Abstract
On current situation, competition to get the highest number of visitors among online travel agents in Indonesia is getting tighter. Online travel agents have tried to create long-term relationships with customers, but for online travel agents, there is a situation can be happened about the service failure that can’t be avoided. Online travel agents need to adjust e-service quality, especially when a service failure occurs where quality service recovery through websites or applications needs to be provided. The level of e-service recovery satisfaction and e-commitment is felt to be very necessary to get e-loyalty. This study's objective is to analyze the role of e-service recovery satisfaction and e-commitment in building e-loyalty customers for online travel agents in Indonesia. The analytical method in this study used the SEM-PLS (Structural Equation Model - Partial Least Square) method with a total of 232 respondents who were taken by purposive sampling from the customer that had used online travel agent during the last 2 years. This study shows the results that e-recovery e-loyalty is influenced favorably by service quality and found that e-commitment has a role as a partial mediation in the relationship between e-recovery service quality and e-loyalty, while e-service recovery satisfaction does not act as a mediation e-recovery service quality on e-loyalty. The findings conclude that the positive experience of customers in experiencing e-recovery service quality allows online travel agents to get closer and build e-loyalty customers online travel agents in Indonesia. This study's originality comes from its examination of the relationship between e-service recovery satisfaction and e-loyalty without using a mediator. This is possible because online travel agents in Indonesia are transitioning from conventional to Information Technology, where customers are divided into two generations with different needs and IT capabilities.
Authors and Affiliations
Dian Artanti Arubusman, Farida Jasfar, Hamdy Hady, Robert Kristaung, Willy Arafah
Keywords
Related Articles
- EP ID EP726658
- DOI 10.47191/jefms/v5-i12-58
- Views 43
- Downloads 0
Creating, Managing and Increasing Inequalities and Poverty Around The World - The Goal of the DEEP MAFIA Prof. Momchil Dobrev;S “Theory of Mafiotismus” and "Financially Banking Resource-Based Technological Mafia-Driven Materialism" - The Real Ideology of the DEEP MAFIA Does the Nobel Committee Serve the DEEP MAFIA?!?!
Lord Prof PhD PhD Momtchil Dobrev-Halachev developed 2008 “Theory of generating of crises”, 2010 “Theory and practice of the Mafiotismus” and 2001 “Theory of the mafia”. Based on these two theories this paper explains th...
The MAGNITSKY Law and the RICO Law - The Solution and the Answer against the Order of the Mafia Made by Judge VESSELA EVSTATIEVA and Through the Prosecutors Yaneva, Dimitrova, Stankova, Petrov in Order to Steal Private Property Worth Billions of USD and Caused Losses for US Companies for 8 Billion USD
Lord prof PhD PhD Momtchil Dobrev-Halachev and Prof. Mariola Garibova-DObreva developed 2006 “Theory of degree of democracy” and “Theory of degree of justice / injustice /” based on their practice in court, prosecutor's...
Factors Impacting Women in Senior Leadership within the Public Sector in South Africa: A Public Sector Department Case
This study sought to assess the factors impacting women in senior leadership within the public sector in South Africa, using a particular Department as a case study. The study used a qualitative approach, where data was...
The Effects of Human Resource Quality, Use of Information Technology and Internal Control Systems on the Quality of Financial Reports through Company Performance (Study of Rural Banks in Probolinggo Regency)
This study aims to describe the influence of human resource quality, technology utilization, SPI (Service Performance Indicator), financial report quality, and Company performance, analyzing the influence of human resour...
Socio-Economic Factors Influencing Growth of Small and Medium Enterprises in Mombasa County, Kenya
Small and Medium Enterprises (SMEs) contribute over 70% of jobs, contribute to GDP, aid industrial development, satisfy local demand for services, innovate and support large firms with inputs and services. However, the S...