Analisis Kualitas Website pada Industri Penerbangan di Indonesia yang Mempengaruhi Kepuasan Pelanggan Online

Information technology, especially internet is growing very rapidly along with the increasing of human needs. According to a survey conducted by internetworldstat.com in 2011, the number of internet users in the world reached 32.7% of the total world population. The growth rate in the year of 2000-2011 period increased 528.1%. This illustrates the potential market share for service providers to conduct trade. One of the industries that use Internet technology as a medium is the airline industry. Currently, almost all airlines are utilizing the Internet as a distribution channel. When compared with the sale through an agent, sales via the internet/website is more profitable because the airlines do not have to give a commission to the agent. In addition, by using the Internet, all Internet users around the world can make transactions through the website. Along with a number of airlines that have Internet Booking Portal, the competition will be very tight. Provide the best service, fast response, comprehensive features and informativ