WEB QUALITY, SATISFACTION, TRUST AND ITS EFFECTS ON GOVERNMENT WEBSITE LOYALTY
This research aims to analyze tourist loyalty on government websites that affected by service quality, reputation, consumer experience, satisfaction, and trust. This research is using data from 148 respondents who have been interacted with the website of visitingjogja.com. The data analysis techniqu...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
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Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
2018-12-01
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| Series: | International Journal for Quality Research |
| Subjects: | |
| Online Access: | http://www.ijqr.net/journal/v12-n4/7.pdf |
| _version_ | 1818408144019128320 |
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| author | Dyah Sugandini Nur Feriyanto Yuliansyah Yuliansyah Ronald Sukwadi Muafi |
| author_facet | Dyah Sugandini Nur Feriyanto Yuliansyah Yuliansyah Ronald Sukwadi Muafi |
| author_sort | Dyah Sugandini |
| collection | DOAJ |
| description | This research aims to analyze tourist loyalty on government websites that affected by service quality, reputation, consumer experience, satisfaction, and trust. This research is using data from 148 respondents who have been interacted with the website of visitingjogja.com. The data analysis technique is using two steps approach to Structural Equation Modeling (SEM). The research result shows that responsiveness as dimensional quality of website services has no influence toward consumer satisfaction, and system quality also has no influence on trust, so the model is modified. Modification is done by eliminating two insignificant paths. The result shows that reputation and experience has positive influence toward consumer satisfaction. Information quality and consumer satisfaction has positive influence toward trust, and trust has positive influence on website loyalty. Website loyalty model that proposed in thie research shows a fit result. Thus, this research result can improve generalization of research findings about website loyalty in the setting of government website user. |
| first_indexed | 2024-12-14T09:39:03Z |
| format | Article |
| id | doaj.art-9b924722a76c49539666177b1192f688 |
| institution | Directory Open Access Journal |
| issn | 1800-6450 1800-7473 |
| language | English |
| last_indexed | 2024-12-14T09:39:03Z |
| publishDate | 2018-12-01 |
| publisher | Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia |
| record_format | Article |
| series | International Journal for Quality Research |
| spelling | doaj.art-9b924722a76c49539666177b1192f6882022-12-21T23:07:51ZengCenter for Quality, Faculty of Engineering, University of Kragujevac, SerbiaInternational Journal for Quality Research1800-64501800-74732018-12-0112488590410.18421/IJQR12.04-07WEB QUALITY, SATISFACTION, TRUST AND ITS EFFECTS ON GOVERNMENT WEBSITE LOYALTYDyah Sugandini0Nur Feriyanto1Yuliansyah Yuliansyah2Ronald Sukwadi3Muafi4Universitas Pembangunan Nasional “Veteran” Yogyakarta D e p a rtm e n t o f M a n a g e m e n t Jl. SWK 104, Condong C atur, Sleman, Yogyakarta, IndonesiaUniversitas Islam Indonesia Department of Economics Jl. SWK Ringroad Utara Condong Catur Yogyakarta IndonesiaUniversitas Lampung D e p a rtm e n t o f Accounting J l. Sumantri Brojonegoro, Gedong Meneng, Rajabasa, Gedong Meneng, Rajabasa, Kota Bandar Lam pung, Lampung , IndonesiaAtma Jaya Catholic University of Indonesia, Department of Industrial Engineering Jl. Raya Cisauk BSD City, Tangerang Selatan Indonesia Universitas Islam Indonesia, Department of Management Jl. SWK Ringroad Utara Condong Catur Yogyakarta IndonesiaThis research aims to analyze tourist loyalty on government websites that affected by service quality, reputation, consumer experience, satisfaction, and trust. This research is using data from 148 respondents who have been interacted with the website of visitingjogja.com. The data analysis technique is using two steps approach to Structural Equation Modeling (SEM). The research result shows that responsiveness as dimensional quality of website services has no influence toward consumer satisfaction, and system quality also has no influence on trust, so the model is modified. Modification is done by eliminating two insignificant paths. The result shows that reputation and experience has positive influence toward consumer satisfaction. Information quality and consumer satisfaction has positive influence toward trust, and trust has positive influence on website loyalty. Website loyalty model that proposed in thie research shows a fit result. Thus, this research result can improve generalization of research findings about website loyalty in the setting of government website user.http://www.ijqr.net/journal/v12-n4/7.pdfService qualityExperienceReputationConsumer satisfaction |
| spellingShingle | Dyah Sugandini Nur Feriyanto Yuliansyah Yuliansyah Ronald Sukwadi Muafi WEB QUALITY, SATISFACTION, TRUST AND ITS EFFECTS ON GOVERNMENT WEBSITE LOYALTY International Journal for Quality Research Service quality Experience Reputation Consumer satisfaction |
| title | WEB QUALITY, SATISFACTION, TRUST AND ITS EFFECTS ON GOVERNMENT WEBSITE LOYALTY |
| title_full | WEB QUALITY, SATISFACTION, TRUST AND ITS EFFECTS ON GOVERNMENT WEBSITE LOYALTY |
| title_fullStr | WEB QUALITY, SATISFACTION, TRUST AND ITS EFFECTS ON GOVERNMENT WEBSITE LOYALTY |
| title_full_unstemmed | WEB QUALITY, SATISFACTION, TRUST AND ITS EFFECTS ON GOVERNMENT WEBSITE LOYALTY |
| title_short | WEB QUALITY, SATISFACTION, TRUST AND ITS EFFECTS ON GOVERNMENT WEBSITE LOYALTY |
| title_sort | web quality satisfaction trust and its effects on government website loyalty |
| topic | Service quality Experience Reputation Consumer satisfaction |
| url | http://www.ijqr.net/journal/v12-n4/7.pdf |
| work_keys_str_mv | AT dyahsugandini webqualitysatisfactiontrustanditseffectsongovernmentwebsiteloyalty AT nurferiyanto webqualitysatisfactiontrustanditseffectsongovernmentwebsiteloyalty AT yuliansyahyuliansyah webqualitysatisfactiontrustanditseffectsongovernmentwebsiteloyalty AT ronaldsukwadi webqualitysatisfactiontrustanditseffectsongovernmentwebsiteloyalty AT muafi webqualitysatisfactiontrustanditseffectsongovernmentwebsiteloyalty |