Published: 2024-02-01

The Influence Of Customer Value, Customer Trust And Electronic Service Quality On Customer Satisfaction Of Traveloka

DOI: 10.35870/jemsi.v10i1.1908

Yusi Faizathul Octavia, Luh Komang Candra Dewi, Donny Dharmawan, Silvia Ekasari, Hery Erdi
  • Yusi Faizathul Octavia: Sekolah Tinggi Ilmu Ekonomi AMM Mataram , Indonesia
  • Luh Komang Candra Dewi: Universitas Triatma Mulya , Indonesia
  • Donny Dharmawan: Universitas Krisnadwipayana , Indonesia . image/svg+xml
  • Silvia Ekasari: STIE Manajemen Bisnis Indonesia , Indonesia
  • Hery Erdi: Universitas Islam Jakarta , Indonesia . image/svg+xml
Issue Cover

Downloads

Article Metrics
Share:

Abstract

The purpose of this study is to determine whether customer value, trust, and e-service quality affect customer satisfaction. In this research, the population is active internet users who are familiar with online transactions, the number of which is unknown or can be said to be in the infinite category. This study's sample strategy combines a purposive sampling approach with a non-probability sampling technique. There were 100 samples used in this investigation. Both primary and secondary data are used in this study. Researchers employed web-based electronic questionnaires and online research tools to obtain primary data. Numerous inferences can be made based on the study's findings and the subsequent discussion, including the following: Customer satisfaction is significantly improved by the quality of e-services. Customer satisfaction is significantly positively impacted by customer value. Customer pleasure is positively impacted by trust. Customer happiness is influenced simultaneously by e-service quality, customer value, and trust.

Keywords

No keywords available.

Peer Review Process

This article has undergone a double-blind peer review process to ensure quality and impartiality.

Indexing Information

Discover where this journal is indexed at our indexing page to understand its reach and credibility.

Open Science Badges

This journal supports transparency in research and encourages authors to meet criteria for Open Science Badges by sharing data, materials, or preregistered studies.

How to Cite

Octavia, Y. F., Luh Komang Candra Dewi, Donny Dharmawan, Silvia Ekasari, & Hery Erdi. (2024). The Influence Of Customer Value, Customer Trust And Electronic Service Quality On Customer Satisfaction Of Traveloka. JEMSI (Jurnal Ekonomi, Manajemen, Dan Akuntansi), 10(1), 283-288. https://doi.org/10.35870/jemsi.v10i1.1908
Article Information

This article has been peer-reviewed and published in the JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi). The content is available under the terms of the Creative Commons Attribution 4.0 International License.

  • Issue: Vol. 10 No. 1 (2024)

  • Section: Articles

  • Published: %750 %e, %2024

AI Research Hub

This article is indexed and available through various AI-powered research tools and citation platforms. Our AI Research Hub ensures that scholarly work is discoverable, accessible, and easily integrated into the global research ecosystem. By leveraging artificial intelligence for indexing, recommendation, and citation analysis, we enhance the visibility and impact of published research.

Semantic Scholar Scite Dimensions Connected Papers
Scholarly Connection Platforms
Dimensions Dimensions Connected Papers Connected Papers Scite Scite Google Scholar Google Scholar Semantic Scholar Semantic Scholar Garuda Garuda Scilit Scilit Crossref Crossref BASE BASE Zenodo Zenodo Unpaywall Unpaywall OpenCitations OpenCitations
Author Biographies

No author biographies available.

References
  • Cristo, M. (2017). The Influence of Price, Service Quality and Physical Environment on Customer Satisfaction Case Study Markobar Café Mando. Jurnal EMBA, 2(5).
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Octavia, Y. F., & Suprayitno, H. (2016). Analisis Efisiensi Dan Kualitas Pelayanan Rumah Sakit Umum Daerah (RSUD) Kabupaten Lombok Barat. Valid: Jurnal Ilmiah, 13(1), 109-124.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Sesario, R., Satmoko, N. D., Margery, E., Octavia, Y. F., & Tarigan, M. I. (2023). The Comparison Analysis of Brand Association, Brand Awareness, Brand Loyalty and Perceived Quality of Two Top of Mind Camera Products. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(2), 388-392.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Tannady, H., Pahlawi, N., Hernawan, M. A., Arta, D. N. C., & Yusuf, S. D. (2023). Role of Stock Performance as an Intervening Variable in a Relationship Between Profitability, Leverage, Growth and Company Value. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(2), 220-225.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Parulian, N. A., & Tannady, H. (2023). The Role of Electronic Word of Mouth on Customer Purchase Intention in Social Media Instagram. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(2), 226-231.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Handayani, L., Anantajaya, S. P., Hendrawan, H., & Tannady, H. (2023). Analysis of the Influence of Fiscal Decentralization, Dependency Ratio, and Ratio of Independence on the Human Development Index in East Region of Indonesia. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(1), 140-147.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Kawiana, I. G. P., Dewi, L. K. C., Martini, L. K. B., & Suardana, I. B. R. (2018). The influence of organizational culture, employee satisfaction, personality, and organizational commitment towards employee performance. International research journal of management, IT and social sciences, 5(3), 35-45.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Kawiana, I., Dewi, L. K. C., Hartati, P. S., Setini, M., & Asih, D. (2021). Effects of leadership and psychological climate on organizational commitment in the digitization era. The Journal of Asian Finance, Economics and Business, 8(1), 1051-1062.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Kim, J. Dan, Ferrin D. L., dan Rao, H. R. (2009). Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationship: A Longitudinal Exploration. Information System Research, 20(2), 237-257.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Meidita, Y. (2018). The Influence of Service Quality on Customer Satisfaction, Trust and Loyalty in E-Commerce Shopee Case Study. Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer, 2(11).
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Setyo, P. E. (2017). The Influence of Product Quality and Price on Consumer Satisfaction “Best Autoworks”. Jurnal Manajemen dan Start-Up Bisnis, 1(6).
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Wu, L. L dan Lin, J. Y. (2016). The Quality of Consumers Decision-Making in the Environment of E-Commerce. Psychology and Marketing, 23(4), 297- 311.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
License & Copyright

Authors who publish with this journal agree to the following terms:

1. Copyright Retention and Open Access License

Authors retain copyright of their work and grant the journal non-exclusive right of first publication under the Creative Commons Attribution 4.0 International License (CC BY 4.0).

This license allows unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

2. Rights Granted Under CC BY 4.0

Under this license, readers are free to:

  • Share — copy and redistribute the material in any medium or format
  • Adapt — remix, transform, and build upon the material for any purpose, including commercial use
  • No additional restrictions — the licensor cannot revoke these freedoms as long as license terms are followed

3. Attribution Requirements

All uses must include:

  • Proper citation of the original work
  • Link to the Creative Commons license
  • Indication if changes were made to the original work
  • No suggestion that the licensor endorses the user or their use

4. Additional Distribution Rights

Authors may:

  • Deposit the published version in institutional repositories
  • Share through academic social networks
  • Include in books, monographs, or other publications
  • Post on personal or institutional websites

Requirement: All additional distributions must maintain the CC BY 4.0 license and proper attribution.

5. Self-Archiving and Pre-Print Sharing

Authors are encouraged to:

  • Share pre-prints and post-prints online
  • Deposit in subject-specific repositories (e.g., arXiv, bioRxiv)
  • Engage in scholarly communication throughout the publication process

6. Open Access Commitment

This journal provides immediate open access to all content, supporting the global exchange of knowledge without financial, legal, or technical barriers.

Downloads

Most read articles by the same author(s)