The impact of web design, security, e-service quality, and information quality to e-loyalty through customer satisfaction at tiket.com in Surabaya

This research is a causal study which aims to determine the impact of Web Design, Security, E-Service Quality, and Information Quality to E-Loyalty through Customer Satisfaction at Tiket.com in Surabaya. The study population is all people domicile in Surabaya and have experience in conducting transactions on Tiket.com. This research using quantitative method and the data that used is primary data. The sampling technique used is non-probability sampling by means of purposive sampling. The sample of this study was 150 respondents who were disseminated through an online questionnaire, using the google form shared through social media and the data collected were analyzed with the help of structural equation modeling (SEM) using Lisrel 8.8 application. Within the data collected, the findings of the study shows that (1) Web Design has positive and significant effect on Customer Satisfaction, (2) Security has positive and significant effect on Customer Satisfaction, (3) E-Service Quality has positive and significant effect on Customer Satisfaction, (4) Information Quality has positive and significant effect on Customer Satisfaction, (5) Customer Satisfaction has positive and significant effect on E-Loyalty. In addition, this research also discussed the indirect effect between variables and shows that Web Design, Security, E-Service Quality, and Information Quality have an impact on E-Loyalty through Customer Satisfaction