Analysis of the influence of webqual towards users satisfaction in online ticket booking. the comparative study between air asia and lion air (2014)

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This research was conducted to obtain an MBA degree. This research aims to examine the effect of each of WebQual dimensions towards user satisfaction of web airline Air Asia and Lion Air. The research also examine whether there are differences in satisfaction levels between the two airlines. The object selection of this research is Air Asia and Lion Air which are using the web differently. Web role in Air Asia website is used as full cybermarketing, while in Lion Air website is used as partial cybermarketing.
Transcript
  • 1. Analysis of the Influence of Webqual Towards Users Satisfaction in Online Ticket Booking. The Comparative Study Between Air Asia and Lion Air (2014)
  • 2. WEBQUAL KEPUASAN MASKAPAI
  • 3. “Indonesia merupakan negara dengan populasi terbesar ke 4 di dunia“ United States Census Bureau
  • 4. 1343 538 1205 137 248 55 127 101 313 245 0 200 400 600 800 1000 1200 1400 1600 Population (2012) Internet Users (2012) China India Indonesia Japan United States “Indonesia merupakan negara dengan pengguna internet terbesar ke 3 di Asia“ United States Census Bureau
  • 5. 22.5 538 5 137 2 5547 101 245 0 100 200 300 400 500 600 Internet Users (2000) Internet Users (2012) China India Indonesia Japan United States
  • 6. 0 50 100 150 200 2011 2012 2013 2015 2021 50 60 75 100 180 Jumlah Penumpang Jumlah Penumpang
  • 7. MARKETING VERSUS E-MARKETING P2C2S3 Personalization Privacy Customer Service Community Site, Security Sales Promotion Kalyanam dan Mclntyre (2002) 4P Product Price Place Promotion KOTLER
  • 8. Dimensi Pemasaran Tradisonal E-marketing Perspektif Waktu Fokus Jangka Pendek Fokus Jangka Panjang Dimensi Pemasaran Tradisonal E-marketing Perspektif Waktu Fokus Jangka Pendek Fokus Jangka Panjang Fungsi Pemasaran yang Dominan Bauran Pemasaran Relationship Marketing (didukung bauran pemasaran) Dimensi Pemasaran Tradisonal E-marketing Perspektif Waktu Fokus Jangka Pendek Fokus Jangka Panjang Fungsi Pemasaran yang Dominan Bauran Pemasaran Relationship Marketing (didukung bauran pemasaran) Mode Komunikasi One to Many Many-to Many Dimensi Pemasaran Tradisonal E-marketing Perspektif Waktu Fokus Jangka Pendek Fokus Jangka Panjang Fungsi Pemasaran yang Dominan Bauran Pemasaran Relationship Marketing (didukung bauran pemasaran) Mode Komunikasi One to Many Many-to Many Penciptaan Nilai Informasi sebagai elemen pendukung Informasi itu sendiri bernilai Dimensi Pemasaran Tradisonal E-marketing Perspektif Waktu Fokus Jangka Pendek Fokus Jangka Panjang Fungsi Pemasaran yang Dominan Bauran Pemasaran Relationship Marketing (didukung bauran pemasaran) Mode Komunikasi One to Many Many-to Many Penciptaan Nilai Informasi sebagai elemen pendukung Informasi itu sendiri bernilai Basis Kompetisi Efektifitas Operasional Strategic Positioning Dimensi Pemasaran Tradisonal E-marketing Perspektif Waktu Fokus Jangka Pendek Fokus Jangka Panjang Fungsi Pemasaran yang Dominan Bauran Pemasaran Relationship Marketing (didukung bauran pemasaran) Mode Komunikasi One to Many Many-to Many Penciptaan Nilai Informasi sebagai elemen pendukung Informasi itu sendiri bernilai Basis Kompetisi Efektifitas Operasional Strategic Positioning Karakteristik Pasar Pasar Tidak Efisien Pasar Efisien Dimensi Pemasaran Tradisonal E-marketing Perspektif Waktu Fokus Jangka Pendek Fokus Jangka Panjang Fungsi Pemasaran yang Dominan Bauran Pemasaran Relationship Marketing (didukung bauran pemasaran) Mode Komunikasi One to Many Many-to Many Penciptaan Nilai Informasi sebagai elemen pendukung Informasi itu sendiri bernilai Basis Kompetisi Efektifitas Operasional Strategic Positioning Karakteristik Pasar Pasar Tidak Efisien Pasar Efisien Pemikiran Ekonomik Sudut Pandang Penawaran Sudut Pandang Penawaran
  • 9. KEPUASAN Puas Tidak puas Kinerja Ekspektasi KOTLER 2009
  • 10. WEBQUAL Kegunaan Informasi Kualitas Layanan
  • 11. INTERAKSI LAYANAN X3 INFORMASI X2 KEGUNAAN X1 KEPUASAN Y MODEL
  • 12. EXPLANATORY KUANTITATIF PURPOSIVE SAMPLING KUESIONER REGRESI BERGANDA TES Z
  • 13. VALIDITAS RELIABILITAS MULTIKOLINIERITAS
  • 14. V A L I D I T A S ITEM R HITUNG R TABEL STATUS X1a .682 .119 Valid X1b .587 .119 Valid X1c .581 .119 Valid X1d .667 .119 Valid X1e .574 .119 Valid X1f .469 .119 Valid X1g .665 .119 Valid X1h .567 .119 Valid ITEM R HITUNG R TABEL STATUS X2a .603 .119 Valid X2b .709 .119 Valid X2c .559 .119 Valid X2d .704 .119 Valid X2e .702 .119 Valid X2f .533 .119 Valid X2g .486 .119 Valid ITEM R HITUNG R TABEL STATUS X3a .430 .119 Valid X3b .522 .119 Valid X3c .513 .119 Valid X3d .569 .119 Valid X3e .472 .119 Valid X3f .417 .119 Valid X3g .365 .119 Valid ITEM R HITUNG R TABEL STATUS Ya .562 .119 Valid Yb .648 .119 Valid Yc .691 .119 Valid Yd .680 .119 Valid
  • 15. R E L I A B I L I T A S VARIABEL NILAI KRITIS Cronbach's Alpha STATUS X1 .6 .853 X2 .6 .852 X3 .6 .749 Y .6 .821 Reliabel Reliabel Reliabel Reliabel
  • 16. MULTIKOLINIERITAS Model Collinearity Statistics Tolerance VIF 1TotalX1 .588 1.702 TotalX2 .595 1.682 TotalX3 .598 1.673
  • 17. Model B Std. Error t Sig. 1(Constant) -1.843 1.082 -1.704 .090 Model B Std. Error t Sig. 1(Constant) -1.843 1.082 -1.704 .090 TotalX1 .231 .039 5.873 .000 Model B Std. Error t Sig. 1(Constant) -1.843 1.082 -1.704 .090 TotalX1 .231 .039 5.873 .000 TotalX2 .072 .041 1.754 .081 Model B Std. Error t Sig. 1(Constant) -1.843 1.082 -1.704 .090 TotalX1 .231 .039 5.873 .000 TotalX2 .072 .041 1.754 .081 TotalX3 .285 .049 5.796 .000
  • 18. F Sig. t df Sig. (2- tailed) Equal variances assumed 2.926 .089 1.564 190 .120 Equal variances not assumed 1.545 173.645 .124 H4
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