| dc.description.abstract | In the present, the Tourism industry is growing rapidly. One factor
supporting tourism is the facility of online travel agencies. In the generation of the
2000s, tourist locations in Indonesia is largely dominated by tourists who are
classified as generation y and z, where generations y and z are very eloquent of
making use of the Internet and wants everything very practical and fast. In order
to survive in the competition, every online travel agency need to improve
customer loyalty.
This research is aimed to analyze the influence of variables: Efficiency,
System Availability, Fulfillment, Privacy on Perceived Value in an effort to
increase customer loyalty of Traveloka online travel agency’s customers in
Surabaya. The samples used in this research are the men and women in the city of
Surabaya that are aware of Traveloka’s website and have made the purchase of
airplane tickets or made a reservation of hotel rooms in Traveloka with minimal
transaction 2 (two) times within 1 (one) last year, aged 18-60 years, a number of
136 respondents. The Statistical Product and Service Solutions (SPSS) 22.0
software was used for processing and analyzing the data in this research.
The results showed that the influence of Perceived Value on Customer
Loyalty has the highest value of regression coefficient with a value of 0.678, and
Perceived Value gives positive and significant impact on customer loyalty. The
influence the Fulfillment towards the Perceived Value has the second highest
regression coefficient with a value of 0.277, and Fulfillment gives positive and
significant effect toward Perceived value. The influence of Efficiency on
Perceived Value has third highest regression coefficient with a value of 0.207, and
Efficiency gives positive and significant impact on Perceived Value. The
influence of System Availability on Perceived Value has the fourth highest
regression coefficient with a value by 0.178, and System Availability gives
positive but not significant effect on Perceived Value. The influence of Privacy on
Perceived Value has the lowest regression coefficient with a value of 0.077, and
the Privacy gives positive but not significant to the Perceived Value. | en_US |
