ANALISIS PENGARUH KUALITAS INFORMASI, KUALITAS SISTEM DAN KUALITAS PELAYANAN TERHADAP MINAT BELI ULANG DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi pada Pelanggan Traveloka di Kota Semarang)

Abstract

This research aimed to analyze the effect of information quality, system quality and service quality on repurchase intention with customer satisfaction as intervening variable. The phenomenon of high value switching out (switch to other companies) at Traveloka indicates repurchase intention on Traveloka is not maximized. This study examines the effect of information quality, system quality and service quality on repurchase intention with customer satisfaction as intervening variable at Traveloka customers in Semarang. The sample in this research were 126 respondents from the customers of Traveloka in Semarang. The sampling method used is non-probability purposive sampling by distributing questionnaires to the respondents (customer). In this research, a theoretical model was developed by proposing four hypotheses that will be tested using Structural Equation Modeling (SEM) analyzer which is operated through AMOS 22.0 program. Based on the result of SEM data processing for the model that has met the criteria of goodness of fit as follows, square = 175,496; probability = 0.273; RMSEA = 0.023; CMIN / DF = 1,064; TLI = 0.993; CFI = 0.994; NFI = 0.905 with two marginal criteria i.e. GFI = 0.880; AGFI = 0.847. With the results it can be said that this model is feasible to be used. The result of the research showed that the repurchase intention can be improved by improving the quality of information, system quality and service quality that influence customer's satisfaction as determinant of success to increase repurchase intention