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Pengaruh Kualitas Pelayanan, Sistem dan Informasi E-Ticketing terhadap Loyalitas Pelanggan dengan Pemediasi Kepuasan Pengguna di Pt. ASDP Persero Cabang Merak

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Over the past decade, the ferry crossing sector has undergone a radical transformation from traditional ticket sales systems to digital ticketing, driven by the rapid innovations in digital technology that have reshaped the operational landscape of the industry. The implementation of e-ticketing systems in this sector, as carried out by PT. ASDP (Persero), has introduced new challenges in ensuring customers' understanding and comfort in transacting through applications and websites.
This research analyzes the impact of service quality, system, and e-ticketing information on customer loyalty within the scope of digital ticket sales. The main focus is to understand how the interaction of these three factors influences customer loyalty, considering the vital role of user satisfaction as a mediating variable amidst the complexity of digital transformation.
Quantitative research methodology is employed in this study, involving the participation of 400 users of PT. ASDP's services have utilized the e-ticketing system. Data is collected through questionnaires, and the analysis is performed using the Path Analysis technique.
The research findings reveal that service quality, system, and information significantly affect user satisfaction. The results also indicate that all three factors directly contribute to the level of customer loyalty. Nevertheless, the analysis shows that the direct influence of service quality on customer loyalty is not significant.
The mediating context of user satisfaction proves to be significant in this study. User satisfaction plays a crucial role as a mediator that connects service quality, system, and information with customer loyalty. The practical implication of these findings is that enhancing user satisfaction can strengthen customer loyalty, guiding organizations to prioritize satisfying customer experiences.
This research offers profound insights into PT. ASDP and the ferry industry in improving digital ticket service strategies. In response to the dynamics of digital transformation, a deep understanding of the relationship between service quality, system, and information with customer satisfaction and loyalty becomes increasingly critical.
Keywords: ferry crossing,

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Ketersediaan

TES23/054

TES 23/054

Prodi Magister Manajemen

Tersedia

Informasi Detail

Judul Seri

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No. Panggil

TES 23/054

Penerbit

Jakarta : Universitas Trilogi., 2023

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

TES

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

-

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

Farid Teguh Prasetiawan

Versi lain/terkait

Lampiran Berkas

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