Published date: Jan 24 2024

Journal Title: KnE Social Sciences

Issue title: The 6th International Research Conference on Economics and Business (6th IRCEB)

Pages: 223–241

DOI: 10.18502/kss.v9i4.15071

Bunga R. S.Universitas Negeri Malang

Sopiah .sopiah.fe@um.ac.idUniversitas Negeri Malang

This research aims to determine how service quality is able to influence customer satisfaction both directly and indirectly through the trust of Traveloka application users in Indonesia. This explanatory research used quantitative approach for data collection through a closed questionnaire on 317 Traveloka application users in Indonesia. The data analysis methods applied were descriptive analysis, path analysis, as well as Sobel test. The result of the research proves that service quality possesses a significant and positive direct and indirect influence on customer trust. The managerial implication of this research recommends that service providers of online travel agents improve their customer trust and service quality, which can influence customer satisfaction to maintain and increase the number of online travel agent Traveloka application users.

Keywords: customer satisfaction, customer trust, service quality

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