E-Commerce Analysis of Customer Satisfaction and Hotel Reservation Level In Cilacap Regency

Berlilana Berlilana, Fiby Nur Afiana


The purpose of this research is to determine the effect of e-commerce implementation on customer satisfaction and room reservation levels. The data is obtained from questionnaires distribution. Data is analyzed using Multiple Regression Analysis and tested by F-Test and T-Test from 168 sample. It can be summed up that the usability quality (X1), quality of information (X2) and quality interaction (X3) there is a significant influence on customer satisfaction (Y1) and room reservation level (Y2). Partially, the quality of interaction shows a significant influence on the level of room reservation. The quality of information and the quality of interaction also shows a significant influence on customer satisfaction. Based on this research, it can be concluded that the quality of interaction and quality of information have a positive effect on customer satisfaction and only interaction variable has positive influence to the high level of hotel room reservation.


E-commerce; consumer satisfaction; hotel room reservation levels


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DOI: http://dx.doi.org/10.35671/telematika.v13i2.1068


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