Analisis Pengaruh E-Kepuasan Pelanggan Terhadap E-Loyalitas Pelanggan KAI Access Berdasarkan E-Servqual Pada PT Kereta Api Indonesia (Persero) Daop IV Semarang

  • Agus Suwondo Politeknik Negeri Semarang
  • Sarana Sarana Politeknik Negeri Semarang
  • Fadli Irawan Marjan Politeknik Negeri Semarang

Abstract

KAI Access application is one of the mobile ticketing applications launched directly by PT KAI (Persero) in 2014. This research was conducted to determine whether there is influence between the quality of service electronically to customer loyalty electronically in using mobile application KAI Access on PT KAI (Persero) Daop IV Semarang. Respondents in this study are customers who have been using directly and who have ever made an online purchase of KAI Access applications. Data collection methods used were interviews, literature study, observation, and questionnaire distribution. Data collection technique used is non-probability
sampling method that is accidental sampling method. The distributed questionnaire consisted of 59 indicators of questions using a 7 Likert scale. The number of respondents of 100 (one hundred) was obtained by the slovin
criteria because the number of samples is unknown. By using Smart PLS 3.0 M3 program, the result of E-Service Quality hypothesis has influence to Overall E-Service Quality. E-Service Quality and Overall E-Service Qualty will not affect E-Satisfaction. Together Overall E-Service Qualty and E-Satisfaction effect on E-Loyalty.

Published
2017-11-23
How to Cite
SUWONDO, Agus; SARANA, Sarana; MARJAN, Fadli Irawan. Analisis Pengaruh E-Kepuasan Pelanggan Terhadap E-Loyalitas Pelanggan KAI Access Berdasarkan E-Servqual Pada PT Kereta Api Indonesia (Persero) Daop IV Semarang. Prosiding Sentrinov (Seminar Nasional Terapan Riset Inovatif), [S.l.], v. 3, n. 1, p. EB338-EB360, nov. 2017. ISSN 2477-2097. Available at: <http://proceeding.sentrinov.org/index.php/sentrinov/article/view/196>. Date accessed: 12 june 2021.