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 31
- Downloads 0
Banking Sector and Economic Growth in Congo-Brazzaville
This article analyzes the effects of the banking sector on economic growth in Congo-Brazzaville over the period 1990-2020. The results obtained from the AutoRegressive Distributed Lag (ARDL) model show that in the short...
The Effect of Training on Employee Experience via Digital HRM System: A Qualitative Approach
Purpose: This study aims to investigate the impact of training on employee experience in the context of digital HR, with a specific focus on the physical, digital, and cultural dimensions of employee experience. Method...
Comparative Analysis of Company Financial Performance Between Sub Sectors in The Consumer Goods Industry in Indonesia Before and During The Covid-19 Pandemic
During the Covid-19 pandemic, some sectors are predicted to grow while many other sectors slump. This study aims to prove the difference in financial performance between companies in the Food and Beverages, Tobacco Manuf...
The Influence of the Open Sky on Airlines in Tunisia
The importance of this research is to analyze the impact of open sky on transport air transport in Tunisia and determine the equilibrium price, quantities and profit of each airline by adopting Analysis of the effect of...
The Influence of Related Party Transactions on Earnings Management in Indonesian Food and Beverage Sub-Sector Companies: Ownership Concentration as a Moderating Variable
This research tests how transactions among related parties influence the management of earnings, considering ownership concentration as a moderating factor. The research specifically targets businesses inside of the food...