WEBSITE DESIGN QUALITY COMPONENTS AS TRUST AND SATISFACTION FORMERS AND ITS IMPLICATIONS FOR CONSUMER INTENTION AND BEHAVIOR: STUDY ON ONLINE TRAVEL AGENTS IN INDONESIA

Abella Ayu Kusuma, Whony Rofianto

Abstract

The quality of the website is important as a way to understand whether the company has provided information and interaction for website users' satisfaction. Therefore, creating an effective website is very necessary to be loyal and maintain loyal customers. This study tries to continue some of the previous research efforts through empirical testing of modification models in the Indonesian context. This research was conducted quantitatively through descriptive research design, data is collected through online surveys with samples from Generation Y in Jabodetabek area. Hypothesis is tested using structural equation modeling (SEM) approach. From the results of this study, it can be concluded that the variables that have a positive and significant influence are; information design toward satisfaction, navigation and visual design toward trust, navigation and visual design toward satisfaction, satisfaction towards revisit attention, e-loyalty, and purchase behavior. While variables that have a negative and insignificant effect are information design toward trusts, and variables that have a negative but significant influence are trust variables toward revisit intention, e-loyalty, and purchase behavior.
Keywords: Website Design Quality, Online Travel Agent, Consumer Behavior, Consumer Intention

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