WEB QUALITY, SATISFACTION, TRUST AND ITS EFFECTS ON GOVERNMENT WEBSITE LOYALTY
Journal Title: International Journal for Quality Research - Year 2018, Vol 12, Issue 4
Abstract
This research aims to analyze tourist loyalty on government websites that affected by service quality, reputation, consumer experience, satisfaction, and trust. This research is using data from 148 respondents who have been interacted with the website of visitingjogja.com. The data analysis technique is using two steps approach to Structural Equation Modeling (SEM). The research result shows that responsiveness as dimensional quality of website services has no influence toward consumer satisfaction, and system quality also has no influence on trust, so the model is modified. Modification is done by eliminating two insignificant paths. The result shows that reputation and experience has positive influence toward consumer satisfaction. Information quality and consumer satisfaction has positive influence toward trust, and trust has positive influence on website loyalty. Website loyalty model that proposed in thie research shows a fit result. Thus, this research result can improve generalization of research findings about website loyalty in the setting of government website user.
Authors and Affiliations
Dyah Sugandini, Nur Feriyanto, Yuliansyah Yuliansyah, Ronald Sukwadi, Muafi Muafi
Keywords
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- EP ID EP421721
- DOI 10.18421/IJQR12.04-07
- Views 82
- Downloads 0
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