TY - GEN
T1 - The influence of perceived value and user satisfaction on flight ticket booking application user loyalty in Indonesia
AU - Andiyani, Kemala
AU - Handayani, Putu Wuri
AU - Pinem, Ave Adriana
N1 - Funding Information:
This work was supported by The Directorate of Research and Development {DRPM) Univcrshas Indonesia, under PUTI Presiding Research Grant 2020 with the title "Analisis Loyalitas Pengguna Dalatn Pcmanfaatan E-Business" (No: NKB-845/UN2.RST/HKP.05.00/2020). The authors wish to thank Universitas Indonesia, for the support for this research.
Publisher Copyright:
© 2020 IEEE.
Copyright:
Copyright 2021 Elsevier B.V., All rights reserved.
PY - 2020/10/17
Y1 - 2020/10/17
N2 - The advancement of technology makes it possible for ordering flight tickets online instead of conventionally using travel agent service. Also, the increasing number of smartphone users makes the mobile application as the most often utilized medium for tickets booking. However, user loyalty is still an issue for flight booking service providers because there are so many options and users has flexibility in choosing the service provider anytime. This study aims to determine the factors that influence perceived value and satisfaction that increase user loyalty of flight ticket booking application in Indonesia based on user's reason to make a transaction which are utilitarian or hedonic. This study used a quantitative approach by surveying 1.160 respondents who had purchased flight tickets through applications. Data were processed by Covariance Based Structural Equation Modeling (CB-SEM) using AMOS 24.0. The results show that there is a relation between perceived value, user satisfaction, and user loyalty. In addition, this study is also found that hedonic users are more prioritize experiences before, during, and after making a transaction, and utilitarian users are more prefer transaction that fast, safe, and easy.
AB - The advancement of technology makes it possible for ordering flight tickets online instead of conventionally using travel agent service. Also, the increasing number of smartphone users makes the mobile application as the most often utilized medium for tickets booking. However, user loyalty is still an issue for flight booking service providers because there are so many options and users has flexibility in choosing the service provider anytime. This study aims to determine the factors that influence perceived value and satisfaction that increase user loyalty of flight ticket booking application in Indonesia based on user's reason to make a transaction which are utilitarian or hedonic. This study used a quantitative approach by surveying 1.160 respondents who had purchased flight tickets through applications. Data were processed by Covariance Based Structural Equation Modeling (CB-SEM) using AMOS 24.0. The results show that there is a relation between perceived value, user satisfaction, and user loyalty. In addition, this study is also found that hedonic users are more prioritize experiences before, during, and after making a transaction, and utilitarian users are more prefer transaction that fast, safe, and easy.
KW - CB-SEM
KW - Flight ticket booking application
KW - Loyalty
KW - Perceived value
KW - Satisfaction
KW - Transaction cycle
KW - Transaction reasons
UR - http://www.scopus.com/inward/record.url?scp=85099767382&partnerID=8YFLogxK
U2 - 10.1109/ICACSIS51025.2020.9263203
DO - 10.1109/ICACSIS51025.2020.9263203
M3 - Conference contribution
AN - SCOPUS:85099767382
T3 - 2020 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2020
SP - 211
EP - 216
BT - 2020 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2020
PB - Institute of Electrical and Electronics Engineers Inc.
T2 - 12th International Conference on Advanced Computer Science and Information Systems, ICACSIS 2020
Y2 - 17 October 2020 through 18 October 2020
ER -