Effect of Quality Information, Quality System and Quality Service to Customer Satisfaction and Customer Loyalty (Empirical Study on Customer Service Online E- Ticket in Pt. BTRAV Connection Malang)

Abstract: The purpose of this study is to analyze and explain the influence of information quality, system quality and service quality on customer satisfaction and customer loyalty. Type of research is explanatory research, the research aims to describe the casual relationship between variables through hypothesis testing. Population and sample in this research is all the customers who ever make an online transaction in PT. Btrav Connection Malang. In this study the method of data collection is done by distributing questionnaires. Type of sampling technique used was simple random sampling and research instruments were tested with validity and reliability test. Hypothesis testing is done by using the calculation F tables and calculations T tables to analyze the data in PLS (Partial Least Square).The results of the data analysis on PLS (Partial Least Square) are: (1) There is a significant effect on the Information Quality Customer Satisfaction. (2) There is no effect Significant Information Quality on Customer Loyalty. (3) There is a significant effect on the Quality Systems Customer Satisfaction. (4) There is a significant effect on the Quality Systems Customer Loyalty. (5) There is a significant effect on the Quality of Service Customer Satisfaction. (6) There is no effect Significant Quality of Service t