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All Journal Jurnal Siber Multi Disiplin Siber Nusantara of Community Service Review (SNCSR)
Sri Handayani
Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
Agriculture, Biological Sciences & Forestry Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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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.
Socialization on Building Professionalism through Service Excellence: A Provision for Success in the World of Work Devi Marlita; Sri Handayani; Indriyati; Lis Lesmini; Erny Sulistyaningsih
Siber Nusantara of Community Service Review Vol. 2 No. 1 (2025): Siber Nusantara of Community Service Review (October 2025 - March 2026)
Publisher : Siber Nusantara Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sncsr.v2i1.653

Abstract

This Community Service Activity (PKM) was conducted offline on March 5, 2026, at SMKN 8 Jakarta to enhance students’ understanding of the importance of competency development and readiness to enter the workforce. The activity was attended by 37 students who actively participated throughout the session. The implementation methods included material presentation, interactive discussions, and a question-and-answer session between the speakers and participants. The materials covered an introduction to the world of work, the development of soft skills and hard skills, and strategies for early career preparation. During the activity, participants demonstrated high enthusiasm, as reflected in their active involvement in discussions and the questions raised regarding workplace challenges and self-development. The results of the activity indicate an improvement in students’ understanding of the importance of career planning, increased self-confidence, and stronger motivation to continuously develop competencies in line with industry demands. In addition, the activity provided a platform for students to express the challenges they face and obtain direct solutions from the speakers. Therefore, this PKM activity is expected to contribute positively to preparing a competent, adaptive, and competitive young generation in the workforce.
Co-Authors Alma Almaidah Catherina Chelsea Angelica Sagala Indriyati Lis Lesmini