Analysis of Service Quality Factors That Affect Customer Satisfaction and Loyalty in the C-Access Application

Authors

  • Alma Almaidah Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Catherina Chelsea Angelica Sagala Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Sri Handayani Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/jsmd.v3i4.812

Keywords:

Service Quality, Satisfaction, Loyalty, C-Access Application, Commuter Line

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.

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Published

2026-03-20

How to Cite

Almaidah, A., Sagala, C. C. A., & Handayani, S. (2026). Analysis of Service Quality Factors That Affect Customer Satisfaction and Loyalty in the C-Access Application. Jurnal Siber Multi Disiplin , 3(4), 412–424. https://doi.org/10.38035/jsmd.v3i4.812

Issue

Vol. 3 No. 4 (2026): Jurnal Siber Multi Disiplin (Januari - Maret 2026)

Section

Articles

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Copyright (c) 2026 Alma Almaidah, Catherina Chelsea Angelica Sagala, Sri Handayani

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