ANALISIS PENGARUH PRIVACY, APPLICATION CONTENT, CUSTOMER SERVICE, EXPERIENTIAL TERHADAP ESHOPPING SATISFACTION YANG MEMBENTUK RE E-SHOPPING INTENTION PADA PENGGUNA TIKET.COM DI SURABAYA

Abstract

In 2019, the internet has an important role in life that cannot be replaced by anything else. Now, The internet is widespread throughout the world and can be accessed by everyone anytime and anywhere. The internet is also a breakthrough for doing things effectively and efficiently, including in shopping activities where E-Commerce has become an epidemic in Indonesia with the various of Online Travel Agents such as Traveloka, Agoda, Wego, Pegi-pegi, Nusatrip, Tiket2, Booking.com, Trip Advisor, and also UTiket.com. In order to survive in the competitive world of Online Travel Agents, it is important for Online Travel Agents to be able to create Re E-Shopping Intention from its users. This research aims to analyze the effect of variables Privacy, Application Content, Customer Service, Experiential on E-Shopping Satisfaction; the effect of variable variabel Privacy, Application Content, Customer Service, Experiential, E-Shopping Satisfaction on Re E-Shopping Intention. In increasing positive Re-Shopping Intention, the samples used in this study are Tiket.com users aged 17-65 years, both men and women, domiciled in Surabaya, Having Tiket.com applications, have been doing purchases at Tiket.com at least 2 times in the past year, have interacted with Tiket.com customer service in the past 6 months, as well as knowing Tiket.com promos. This study used 120 respondents and SPSS 22.0 to process data. The results showed that the variable that has the greatest influence is the Application Content of E-Shopping Satisfaction which has an effect of 0.360, then the second largest influence is Customer Service on E-Shopping Satisfaction with value of 0.291, and the third largest influence is Privacy towards Re-Shopping Intention with value of 0.285, and the fourth largest influence is Experiential on Re-Shopping Intention with value of 0.283, and the fifth largest influence is EShopping Satisfaction on Re-Shopping Intention with value of 0.238, and the sixth largest influence is Experiential on E-Shopping Satisfaction with value of 0.184, and the seventh biggest influence is Customer Service on Re-Shopping Intention with value of 0.176, and the eighth biggest influence is the Privacy with value of E-Shopping Satisfaction of 0.110, and the last biggest influence is the Application Content of Re-Shopping Intention with value of 0.001.