Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan (Studi Kasus pada Pengguna Aplikasi Belanja Online Tokokota)

Dolorosa, Eva; Julianti, Fany Depita; Suharyani, Anita

doi:10.37149/jia.v8i6.903

Open access Jurnal

Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan (Studi Kasus pada Pengguna Aplikasi Belanja Online Tokokota)

JIA (Jurnal Ilmiah Agribisnis) : Jurnal Agribisnis dan Ilmu Sosial Ekonomi Pertanian · Vol. 8 No. 6 (2023) · pp. 478–485

DOI: 10.37149/jia.v8i6.903
ISSN: 2527-273X
Published: 2023-12-30
Publisher: Department of Agribusiness, Halu Oleo University Jointly with Perhimpunan Ekonomi Pertanian Indonesia - Indonesian Society of Agricultural Economics (PERHEPI/ISAE)
Language: eng
License: creativecommons.org/licenses/by-sa/4.0

Abstract

This study aimed to empirically investigate the relationship between service quality and customer loyalty within the context of Tokokota's online platform in Pontianak. The research was conducted in Pontianak City with 150 respondents. Employing quantitative and qualitative data collection methods and leveraging structural equation modeling for analysis, the study identified key service quality dimensions (such as ease of use, information completeness, and product variety) that significantly influence customer loyalty. Employing a mix of surveys and interviews and analyzing the data with SEM, the study concluded that service quality greatly affected customer loyalty and highlighted specific service aspects that require improvement to increase loyalty. The findings provide valuable insights for Tokokota in formulating strategies to optimize service quality and enhance customer retention. Service quality is analyzed through indicators of ease of use, appearance, reliability, communication, and incentives.

Keywords

Collaboration network of the authors

14 authors · 29 co-authorship links

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Co-author	Organisation	Joint articles
Wanti Fitrianti	Affiliation unknown	3
Marisi Aritonang	Affiliation unknown	2
Crysiani Crysiani	Affiliation unknown	1
Maswadi Maswadi	Affiliation unknown	1
Ayuni Ayuni	Affiliation unknown	1
Eva Mulia Saputri	Affiliation unknown	1
Zusnita Anggraini	Affiliation unknown	1
Novira Kusrini	Affiliation unknown	1
Yopiana Yopiana	Affiliation unknown	1
Erlinda Yurisinthae	Affiliation unknown	1
Latifah Yunarni	Affiliation unknown	1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://ejournal.agribisnis.uho.ac.id/index.php/JIA/oai, first harvested 4 Nov 2026, last seen 4 Nov 2026.

Original metadata (oai_dc)

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	<dc:title xml:lang="en-US">Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan  (Studi Kasus pada Pengguna Aplikasi Belanja Online Tokokota)</dc:title>
	<dc:creator>Dolorosa, Eva</dc:creator>
	<dc:creator>Julianti, Fany Depita</dc:creator>
	<dc:creator>Suharyani, Anita</dc:creator>
	<dc:subject xml:lang="en-US">customer loyalty</dc:subject>
	<dc:subject xml:lang="en-US">service quality</dc:subject>
	<dc:subject xml:lang="en-US">structural equation modelling</dc:subject>
	<dc:description xml:lang="en-US">This study aimed to empirically investigate the relationship between service quality and customer loyalty within the context of Tokokota's online platform in Pontianak. The research was conducted in Pontianak City with 150 respondents. Employing quantitative and qualitative data collection methods and leveraging structural equation modeling for analysis, the study identified key service quality dimensions (such as ease of use, information completeness, and product variety) that significantly influence customer loyalty. Employing a mix of surveys and interviews and analyzing the data with SEM, the study concluded that service quality greatly affected customer loyalty and highlighted specific service aspects that require improvement to increase loyalty. The findings provide valuable insights for Tokokota in formulating strategies to optimize service quality and enhance customer retention. Service quality is analyzed through indicators of ease of use, appearance, reliability, communication, and incentives.</dc:description>
	<dc:publisher xml:lang="en-US">Department of Agribusiness, Halu Oleo University  Jointly with  Perhimpunan Ekonomi Pertanian Indonesia - Indonesian Society of Agricultural Economics (PERHEPI/ISAE)</dc:publisher>
	<dc:date>2023-12-30</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ejournal.agribisnis.uho.ac.id/index.php/JIA/article/view/903</dc:identifier>
	<dc:identifier>10.37149/jia.v8i6.903</dc:identifier>
	<dc:source xml:lang="en-US">JIA (Jurnal Ilmiah Agribisnis) : Jurnal Agribisnis dan Ilmu Sosial Ekonomi Pertanian; Vol. 8 No. 6 (2023); 478 - 485</dc:source>
	<dc:source>2527-273X</dc:source>
	<dc:source>10.37149/jia.v8i6</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ejournal.agribisnis.uho.ac.id/index.php/JIA/article/view/903/143</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2023 Eva Dolorosa, Fany Depita Julianti, Anita Suharyani</dc:rights>
	<dc:rights xml:lang="en-US">https://creativecommons.org/licenses/by-sa/4.0</dc:rights>
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