TY - GEN
T1 - Customer Satisfaction Comparison
T2 - 7th International Conference on Computer, Control, Informatics and its Applications, IC3INA 2019
AU - Chandra, Yakob Utama
AU - Ernawaty,
AU - Jhonsons, Michael
N1 - Publisher Copyright:
© 2019 IEEE.
PY - 2019/10
Y1 - 2019/10
N2 - The airline has presented an e-ticketing that has been going on for a long time, in addition to meet the needs of customers in the field of ticketing, the travel agent e-commerce that offers e-ticketing is also born and added value customers. This research used a quantitative approach with 307 factors that make customer satisfaction in the order of e-ticketing between travel agent e-commerce and airlines e-ticketing. Research questions to be answered: (1) Will customers in Indonesia be more satisfied with the use of travel agent e-commerce or with airlines e-ticketing? (2) What factors become satisfaction factors when using travel agent e-commerce and airlines e-ticketing? There are 2 research models and 6 (six) hypotheses for each model. Perceived usefulness, information quality and trust factors to make customer satisfaction at travel agent e-commerce, but there are no factors for customer satisfaction with airlines e-ticketing.
AB - The airline has presented an e-ticketing that has been going on for a long time, in addition to meet the needs of customers in the field of ticketing, the travel agent e-commerce that offers e-ticketing is also born and added value customers. This research used a quantitative approach with 307 factors that make customer satisfaction in the order of e-ticketing between travel agent e-commerce and airlines e-ticketing. Research questions to be answered: (1) Will customers in Indonesia be more satisfied with the use of travel agent e-commerce or with airlines e-ticketing? (2) What factors become satisfaction factors when using travel agent e-commerce and airlines e-ticketing? There are 2 research models and 6 (six) hypotheses for each model. Perceived usefulness, information quality and trust factors to make customer satisfaction at travel agent e-commerce, but there are no factors for customer satisfaction with airlines e-ticketing.
KW - airlines e-ticketing
KW - comparison
KW - customer satisfaction
KW - satisfaction
KW - travel agent e-commerce
UR - http://www.scopus.com/inward/record.url?scp=85078839840&partnerID=8YFLogxK
U2 - 10.1109/IC3INA48034.2019.8949579
DO - 10.1109/IC3INA48034.2019.8949579
M3 - Conference contribution
AN - SCOPUS:85078839840
T3 - 2019 International Conference on Computer, Control, Informatics and its Applications: Emerging Trends in Big Data and Artificial Intelligence, IC3INA 2019
SP - 88
EP - 93
BT - 2019 International Conference on Computer, Control, Informatics and its Applications
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 23 October 2019 through 24 October 2019
ER -