Claim Missing Document
Check
Articles

Found 1 Documents
Search
Journal : JEBD

The Influence Of E-Trust And E-Service Quality On Customer Loyalty Of Access Application Users By KAI With Customer Satisfaction As An Intervening Variable Rahmawati, Lusiana; Andarini, Sonja
Jurnal Ekonomi dan Bisnis Digital Vol. 2 No. 2 (2024): Oktober - Desember
Publisher : CV. ITTC INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

The rapid progression of digitization has revolutionized various sectors, including transportation. Several offline services have switched to online services in the form of applications. The high risk of online transactions can involve e-trust and e-service quality to achieve customer satisfaction with application users. This study investigates the influence of e-trust and e-service quality on customer loyalty in the Access by KAI application, with customer satisfaction as an intervening variable. Addressing user complaints, such as system errors and scheduling issues, the research explores how these factors affect customer loyalty. The study adopts a quantitative associative approach, surveying 160 KAI Access users in Surabaya, analyzed using the SEM-PLS method. Results indicate that e-service quality significantly impacts customer satisfaction and loyalty, while e-trust influences satisfaction but not loyalty directly. Customer satisfaction plays a critical role as an intervening variable, bridging e-trust and e-service quality with loyalty. The R-Square analysis reveals a moderate explanatory power for customer satisfaction (50%) and a strong explanatory power for customer loyalty (75%). Despite advancements in features like trip planners and live tracking, user complaints highlight areas needing improvement. The study concludes that enhancing e-service quality and resolving technical issues can strengthen customer loyalty, emphasizing the pivotal role of customer satisfaction. This research provides insights for PT Kereta Api Indonesia to optimize digital innovations and improve service quality, reinforcing customer trust and satisfaction in digital transportation platforms.
Co-Authors Aditya, Didan Achmad Aditya, Robby Adiwana, Andrew Wijaya Adriani, Alexandra Afrianti , Athika Dewi Aini, Khofifah Nur Akbar, Galang Falah Aldini, Dinda Alfianti Alexandre, Gerald Alfiah, Rizky Altaf, Damara Anaulia, Tita Rizky Angger , Gayoe Anggraini, Ayu Dwi Aprilia, Selly Ardiansyah, Muhammad Ragil Ariyanti, Dian Ayu Atika Atika Aulia Rahma Safitri, Aulia Rahma Aulia, Lenita Devi Awaliah, Agustin Nur Bahari, Winona Monica Baharudinsyah, Mohammad Vavian Berliana, Nabitha Widiya Bhakti, Yogi Surya Brian, Johannes Baptista C, Adinda Putri Noer Cahyani, Aizam Syawalia Candra , Dewi D, Evangeline Cherryl Desintawati, Alivia Dwi Vivi Diana, Fita Durriyah, Arlin Khozinatud Fajar, Maulita Fawzia, Farah Qisma Febrianto, Valentino Firdaus, Labibah Izzati Firdausi, Iasa Nur Firjatullah, Cynarawita Firmansyah, Muhammad Fahmi Fitria, Anggita Dini Fitria, Laila Romadhoni Ayu Fiyara, Navis Salma Ganendra, Angga Satria Ginting, Doni Pranata Ginting, Rahella Ripatiana Br Halwa, Jentayu Bayu Warita Handoko, Fayi' Alifia Hidayat, Muhammad Arif Farhan Nur Hidayati, Dwi Nurul Hikmah , Annisa Dwi Nur Hudiyah, Intan Fairuz Ikaningtyas, Maharani Inaba, Anindita Firdaus Indra, Felicia Aurelia Putri Kalistarosa, Aqiela Kamila, Reghina Rahma Kartika, Ragita Widya Karyaadi, Maria Clarissa Amadearaya Khaqiqi, Ahmad Iqbal Khasanah, Fidiniati Khasanah, Siti Sofiatul Khoirunnisa, Maulidya Kusumasari , Indah Respati Kusumasari, Indah Respati Kusumasari, Indah Respita Laila, Hanin Atina Lailasari, Mutiara Wahyu Leisember, Ercie Leo, Tassya Priskilla Sara Lia, Falimatus Mei Lunardi , Arleta Arvind Lupitasari, Eva Lusiana Rahmawati Maghfiroh, Frisca Mei Mahara, Cendana Izha Mahardika, Mohammad Ryan Mariyam, Aprilia Marshanda Laura Gusti Cantika Masviansyah, Reihan Maurina, Annisa Cindy Muhammad Ali Rafif, Widyatmoko Muhammad Luthfi Murdiana, Nindia Muzakki, Farah Daroin Putri Nabila, Aisyah Putri Nabila, Naila Salsa Nadhif, Achmad Rafi’un Nadin, Sarah Putri Nafisah, Alya Hastin Nandita, Naila Anggun Putri Nathasa, Khaisya Bunga Nita Tiar Puspita Sari, Raka Novia, Chuzaematin Nur Bany, Maulyna Nuraini, Inayah Luthfiyah Olyvviane, Jesslyn Pangestu, Ilham Asta Penggalih, Ragil Putri Ayu Pradika, Meiwulan Zulias Prakasita, Devira Prasetya, Rismaninda Putri Dwi Pratiwi, Galuh Widya Puspita, Devina Rahma Putri, Dwi Maulidia Putri, Pinky Arisma Putri, R.A Tania Eriezna Putri, Ratna Kusumawati Rahman, Salsabila Ramadhani Rahmatillah, Rieke Amaylinda Ramadani, Zulmi Fadillah Ramadhana, Salza Ayu Ramadhani, Sabeta Putri Revalina, RR. Viola Ridani, Fakhria Dwi Rizka, Zaizatun Rochmah, Firly Dwi Ainur Rosida Rosida Rusdi Hidayat Nugroho Sabrina, Jihan Alya Safa, Nahwa Rahmania Zahira Safitri, Farah Adina Safitri, Maykhalis Nur Safitri, Rifasya Safira Sagala, Polarista Mariani Sakinah, Evfana Ayu Samita, Gading Rayya Saputri, Intan Dwi Isma Sari, Adiva Belva Sari, Devina Ananta Sari, Fitria Kartika Sari, Jingga Arum Sari, Riska Widya Satrio, Vina Margaretha Amalia Savitri, Fazhabilla Nanda Sihite, Julius Emmanual Sinaga, Maria Cristin Amelia Sophia, Zika Aisyantus Suhufa, Mailis Satus Sumara, Naura Nazifa Taya Suryanto, Dhia Aulia Syahrani, Ananda Rizkiah Tantular, Septya Nurul Tarigan, Krisna Melida Br Tukiman Tukiman Utami, Mega Citra Vebrianti, Monah Mardiana Verdiansyah, Noval Meistyafin Veryani, Farida Wardani, Nadia Putri Wardhani, Laily Nurfiana Wati, Dwi Indra Wibowo, Mohammad Rizal Rifans Wibowo, Wibi Riyandra Wilujeng , Niti Wulansari, Fatichah Putri Yarangga , Mitha Monik Yustina, Ruth Larissa Budi Zhafar, Raden Dzakwan Zuhria, Maulida Zakiyatuz