FAKTOR-FAKTOR YANG MEMPENGARUHI TINGKAT KEPUASAN KONSUMEN TERHADAP PENGGUNAAN APPLIKASI TRAVELOKA

Abstract

trading transactions is predicted to be around US $ 4.89 billion. Traveloka as one of the e-commerce businesses in Indonesia is a reservation site for airline tickets and hotel room reservations. The rapid technological developments that Traveloka used in running its business makes Traveloka known as the market leader in online booking sites for plane and travel tickets and hotel reservation online site. One of the aspects the management take notes in running an online business is security aspect. Consumers will feel satisfied and will become repeat buyer if the online business has a high level of security. In addition, consumer satisfaction factors in conducting internet transactions can also be influenced by factors Technology Acceptance Model (TAM). Technology Acceptance Model (TAM) consists of perceived usefulness and perceived ease of use.  This study aims to determine the influence of factors of security , perceived usefulness and perceived ease of use toward customer satisfaction of Traveloka application user. The sampling technique used is simple random sampling. Data were collected through questionnaires, interviews and literature studies. The conclusions obtained in this study are security, perceived usefulness, and perceived ease of use, together affect satisfaction of Traveloka application users. The authors suggest that Traveloka offers on-demand passwords to consumers through setting on their platforms, partnering with more hotels abroad, creating hotel search filters based on hotel price ranges and displaying call centers on the main page views.