Analisis Kualitas Layanan Terhadap Loyalty Behavior ada Aplikasi SRIBU Menggunakan Metode E-Servqual

Authors

  • Faiz Rizki Saputra UIN Syarif Hidayatullah Jakarta
  • Bayu Waspodo UIN Syarif Hidayatullah Jakarta
  • Evy Nurmiati UIN Syarif Hidayatullah Jakarta

DOI:

https://doi.org/10.54259/jdmis.v4i1.7085

Keywords:

mobile application, E-servqual, Service Quality, Loyalty Behavior, SRIBU Apps, Kualitas Layanan, Aplikasi Mobile

Abstract

The phenomenon of low app ratings and technical complaints on the Google Play Store became the background of this main research to expand which service quality dimensions are able to maintain the user base. The method used is E-SERVQUAL which includes seven dimensions: Efficiency, System Availability, Fulfillment, Privacy, Responsiveness, Contact, and Compensation. Data were collected through questionnaires from 405 respondents who use the SRIBU Mobile application and analyzed using the Partial Least Square-Structural Equation Modeling approach through SmartPLS software. The results showed that the aggregate service quality was assessed as good with an average value of 1.0379. The results of hypothesis testing confirmed that the dimensions of Efficiency, System Availability, Fulfillment, Privacy, Responsiveness, and Contact have a significant effect on user satisfaction. Furthermore, user satisfaction was proven to have a very strong positive and significant influence on loyalty behavior with a path coefficient value of 0.875. However, the Compensation dimension was found to have no significant influence on satisfaction. In addition, the Contact and Compensation dimensions showed poor values ​​indicating that there are aspects of the service that have not met user expectations. This study recommends that PT SRIBU Digital Kreatif prioritize improvements to customer support channels and compensation policies to minimize service failures and strengthen user loyalty amidst intense digital economic competition.

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Published

2026-02-28

How to Cite

Saputra, F. R., Waspodo, B., & Nurmiati, E. (2026). Analisis Kualitas Layanan Terhadap Loyalty Behavior ada Aplikasi SRIBU Menggunakan Metode E-Servqual. JDMIS: Journal of Data Mining and Information Systems, 4(1), 53–62. https://doi.org/10.54259/jdmis.v4i1.7085

Issue

Vol. 4 No. 1 (2026): February 2026

Section

Articles

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Copyright (c) 2026 Faiz Rizki Saputra, Bayu Waspodo, Evy Nurmiati

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