Title:
THE ANALYSIS OF CUSTOMER SATISFACTION FACTORS SHAPING AIRPLANE TICKET REPURCHASE INTEREST ON TRAVELOKA

Authors:
Muhammad Ripandi, Yanti Murni, Indonesia

Abstract:

This study aimed to examine and analyze customer satisfaction factors shaping airplane ticket repurchase interest on Traveloka. The study design used the quantitative method with a causal approach to discover the relationship between variables, both independent and dependent. The sample collection technique was non-probability sampling. Respondents in this study consisted of 200 using SPSS version 26. The sampling method was using purposive sampling. The data collection was carried out using the survey method with questionnaires as the study instrument. After conducting a hypothesis test model, the study result shows that ease of use, promotions, and price affected positively significant to customer satisfaction and ease of use, price, and customer satisfaction affected positively significant to repurchase interest. Meanwhile, promotions affected positively insignificant to airplane ticket repurchase interest on Traveloka.