PENGARUH E-SERVICE QUALITY, E-TRUST DAN E-SATISFACTION TERHADAP CUSTOMER LOYALTY PENGGUNA APLIKASI KAI ACCESS DALAM PERSPEKTIF BISNIS ISLAM (Studi Pada Pengguna Aplikasi KAI Access Di Lampung Utara)

Amelia, Hidayati (2025) PENGARUH E-SERVICE QUALITY, E-TRUST DAN E-SATISFACTION TERHADAP CUSTOMER LOYALTY PENGGUNA APLIKASI KAI ACCESS DALAM PERSPEKTIF BISNIS ISLAM (Studi Pada Pengguna Aplikasi KAI Access Di Lampung Utara). Diploma thesis, UIN RADEN INTAN LAMPUNG.

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Abstract

ABSTRAK Aplikasi KAI Access hadir sebagai inovasi digital PT KAI untuk memudahkan pemesanan tiket, namun masih menghadapi berbagai keluhan seperti gangguan sistem, ketidaksesuaian informasi, dan rendahnya respons layanan. Hal ini berdampak pada E-Service Quality, E-Trust, dan E-Satisfaction terhadap Customer Loyalty. Penelitian ini bertujuan untuk menganalisis pengaruh E-Service Quality (X1), E-Trust (X2), dan E-Satisfaction (X3) terhadap Customer Loyalty (Y) pengguna KAI Access di Lampung Utara dalam perspektif bisnis Islam. Penelitian ini merupakan penelitian kuantitatif dengan data primer sebagai sumber utama informasi. Populasi dalam penelitian ini adalah pengguna aplikasi KAI Access di Lampung Utara dengan jumlah sampel sebanyak 96 responden menggunakan metode NonProbability Purposive Sampling. Pengumpulan data dilakukan melalui kuesioner berformat skala Likert. Data yang terkumpul dianalisis menggunakan pendekatan Structural Equation Modeling-Partial Least Square (SEM-PLS) dengan bantuan perangkat lunak SmartPLS versi 4. Hasil penelitian menunjukkan bahwa E-Service Quality berpengaruh positif dan signifikan terhadap Customer Loyalty aplikasi KAI Access. E-Trust tidak berpengaruh terhadap Customer Loyalty aplikasi KAI Access. E-Satisfaction berpengaruh positif dan signifikan terhadap Customer Loyalty aplikasi KAI Access. Sementara itu aplikasi KAI Access telah mencerminkan nilai-nilai etika bisnis islam seperti kemudahan (taysir), transparansi (shafafiyyah), dan keadilan (‘adl) dalam pelayanannya. Kata Kunci : E-Service Quality, E-Trust, E-Satisfaction, Customer Loyalty, Perspektif Bisnis Islam. ABSTRACT The KAI Access application comes as a digital innovation of PT KAI to facilitate ticket booking, but still faces various complaints such as system disruptions, information mismatches, and low service response. This has an impact on E-Service Quality, E-Trust, and ESatisfaction on Customer Loyalty. This study aims to analyze the effect of E-Service Quality (X1), E-Trust (X2), and E-Satisfaction (X3) on Customer Loyalty (Y) of KAI Access users in North Lampung in an Islamic business perspective. This research is quantitative research with primary data as the main source of information. The population in this study were users of the KAI Access application in North Lampung with a sample size of 96 respondents using the Non-Probability Purposive Sampling method. Data collection was carried out through a Likert scale formatted questionnaire. The collected data were analyzed using the Structural Equation Modeling-Partial Least Square (SEM-PLS) approach with the help of SmartPLS version 4 software. The results showed that E-Service Quality has a positive and significant effect on Customer Loyalty of the KAI Access application. E-Trust has no effect on Customer Loyalty of the KAI Access application. E-Satisfaction has a positive and significant effect on Customer Loyalty of the KAI Access application. Meanwhile, the KAI Access application has reflected Islamic business ethics values such as convenience (taysir), transparency (shafafiyyah), and justice ('adl) in its services. Keywords : E-Service Quality, E-Trust, E-Satisfaction, Customer Loyalty, Islamic Business Perspective.

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