Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Jurnal Siber Multi Disiplin
Catherina Chelsea Angelica Sagala
Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
Agriculture, Biological Sciences & Forestry Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Analysis of Service Quality Factors That Affect Customer Satisfaction and Loyalty in the C-Access Application Alma Almaidah; Catherina Chelsea Angelica Sagala; Sri Handayani
Jurnal Siber Multi Disiplin Vol. 3 No. 4 (2026): Jurnal Siber Multi Disiplin (Januari - Maret 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jsmd.v3i4.812

Abstract

This study aims to determine the level of customer satisfaction and loyalty through the quality of service presented by PT KAI's C-Access Application. In this study, a quantitative approach was used, and data collection was carried out by online survey. The population in this study were KRL Commuterline users who live in Jakarta, Bogor, Depok, Tangerang and Bekasi (Jabodetabek) areas. The sampling technique used a simple random sampling method, namely random sample selection from the population using the C-Access application. A total of 207 respondents filled out the questionnaire, then the data was analyzed using Path Analysis to evaluate and develop the effectiveness of the application. The results showed that there is a significant influence between the quality of service provided through the C-Access application on the level of customer satisfaction and loyalty. The results of the analysis show that the higher the quality of service perceived by customers, the higher the level of satisfaction they feel with the service.
Co-Authors Alma Almaidah Sri Handayani