The Effect of E-Service Quality and Customer Experience on E-Customer Loyalty through E-Customer Satisfaction in Online Travel Agent

Abstract

This research was conducted to determine the effect of E-Service Quality and Customer Experience on E-Customer Loyalty through E-Customer Satisfaction Millennial Generation of Online Travel Agent Users in DKI Jakarta. This research uses SEM data analysis techniques and data processing using PLS. The population in this research is the millennial generation who live in DKI Jakarta, with a sample of 210 respondents. The sampling technique uses a purposive sampling technique. The results showed that variables E-Service Quality and Customer Experience have a positive and significant effect on E-Customer Satisfaction and E-Customer Loyalty, E-Customer Satisfaction has a positive and significant effect on E-Customer Loyalty, as well as E-Service Quality and Customer Experience have a positive and significant effect on E-Customer Loyalty through E-Customer Satisfaction.