Electronic Theses and Dissertation

Penelitian ini bertujuan untuk mengukur pengaruh trust dan e-service quality terhadap continuance intention yang dimediasi oleh user satisfaction pada pengguna aplikasi traveloka di banda aceh. sampel yang digunakan pada penelitian ini adalah pengguna aplikasi traveloka di banda aceh yang berjumlah 243 responden. peralatan pengumpulan data yang digunakan dalam penelitian ini adalah kuesioner. teknik pengambilan sampel yang digunakan adalah purposive sampling. structural equation modelling (sem) digunakan sebagai metode analisis untuk mengetahui pengaruh antar variabel-variabel yang terlibat. berdasarkan hasil analisis sem mengidentifikasi bahwa trust tidak berpengaruh signifikan terhadap continuance intention, e-service quality berpengaruh signifikan terhadap continuance intention, trust berpengaruh signifikan terhadap user satisfaction, e-service quality berpengaruh signifikan terhadap user satisfaction, user satisfaction berpengaruh signifikan terhadap continuance intention, trust tidak berpengaruh signifikan terhadap user satisfaction yang dimediasi oleh continuance intention, dan user satisfaction memediasi pengaruh e-service quality terhadap continuance intention. kata kunci: trust, e-service quality, continuance intention, user satisfaction, structural equation modelling.

This research aims to measure the effect of Trust and E-Service Quality on Continuance intention mediated by User Satisfaction in Traveloka application users in Banda Aceh. The sample used in this study were Traveloka application users in Banda Aceh. Data were collected through a survey of 243 respondents as sample to represents the research population and used a questionnaire as the data collection instrument. The sampling technique used was purposive sampling. Structural equation model (SEM) is used as an analytical method to determine the effect of the variables involved. Based on the results of the SEM analysis identified that Trust has no significant effect on Continuance Intention, E-Service Quality has a significant effect on Continuance Intention, Trust has a significant effect on User Satisfaction, E-Service Quality has a significant effect on User Satisfaction, User Satisfaction has a significant effect on Continuance Intention, Trust does not have a significant effect on User Satisfaction which is mediated by Continuance Intention, and User Satisfaction mediates the effect of E-Service Quality on Continuance Intention. Keywords: Trust, E-Service Quality, Continuance Intention, User Satisfaction, Structural Equation Modelling.