How Service Quality is Able to Influence Customer Satisfaction Through the Trust of Traveloka Application Users in Indonesia
DOI:
https://doi.org/10.18502/kss.v9i4.15071Abstract
This research aims to determine how service quality is able to influence customer satisfaction both directly and indirectly through the trust of Traveloka application users in Indonesia. This explanatory research used quantitative approach for data collection through a closed questionnaire on 317 Traveloka application users in Indonesia. The data analysis methods applied were descriptive analysis, path analysis, as well as Sobel test. The result of the research proves that service quality possesses a significant and positive direct and indirect influence on customer trust. The managerial implication of this research recommends that service providers of online travel agents improve their customer trust and service quality, which can influence customer satisfaction to maintain and increase the number of online travel agent Traveloka application users.
Keywords: customer satisfaction, customer trust, service quality
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