Pengaruh E-Service Quality Dan Brand Trust Terhadap Kepuasan Dan Loyalitas Jasa Ota Traveloka.Com

This study aims to determine and analyze; the effect of E-Service Quality and Brand Trust on the satisfaction and loyalty of Traveloka.com OTA services. This type of research is quantitative research, research data collection uses survey methods. Data analysis is based on primary data obtained from the results of questionnaires circulated regarding the effect of E-Service Quality and Brand Trust on satisfaction and loyalty. and sampling technique using purposive sampling. The study was conducted on OTA Traveloka with a population of 135 respondents from Muhammadiyah University of Surakarta students who had made transactions on the Traveloka application and were at least 18 years old. The research data were analyzed by using the structural equation model (SEM) with partial least square test measurements. Based on the results of the analysis, the research concludes that: that e-service quality has an effect on customer satisfaction at Traveloka. e-service quality has no effect on consumer loyalty at Traveloka, Brand Trust does not affect consumer satisfaction at Traveloka, Brand Trus affects consumer loyalty at Traveloka, consumer satisfaction affects consumer loyalty at Traveloka, and consumer satisfaction does not mediate the e-service quality variable. and brand trust on consumer loyalt