The Influence of E-Service Quality, E-Trust, and E-Satisfaction on E-Loyalty among the Customers of Online Travel Agent Tiket.com

Abstract

Aims: This study aims to examine the influence of e-service quality, e-trust, and e-satisfaction on e-loyalty among users of the online travel agent Tiket.com in Indonesia. Study Design: The research employed an explanatory quantitative design, utilizing a survey strategy to explore causal relationships among the variables. Place and Duration of Study: The study was conducted in Indonesia, with data collection taking place over a period of two months in 2025. Methodology: Data were gathered from 300 Tiket.com users who had completed at least two bookings. A structured questionnaire was distributed via Google Forms and social media platforms. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) through SmartPLS version 4. The analysis included evaluation of the measurement model (covering convergent validity, discriminant validity, and reliability) and the structural model. Results: All hypothesized relationships were found to be statistically significant. Components of e-service quality—security, reliability, convenience, and responsiveness—positively affected both e-satisfaction and e-loyalty. Reliability had the strongest effect on e-satisfaction, while security showed a modest but significant impact. E-trust significantly predicted both e-satisfaction and e-loyalty. E-satisfaction also had a significant influence on e-loyalty. The model demonstrated moderate predictive power. Additionally, these findings underscore the critical role of service quality dimensions, particularly reliability, in shaping positive customer perceptions and fostering long-term relationships in the e-commerce landscape. Conclusion: The findings indicate that Tiket.com has successfully fostered customer loyalty through strong service quality and trust. However, continuous improvements in transparency, responsiveness, and user engagement are essential to deepen customer satisfaction and encourage long-term loyalty.