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| Analysis Of The Influence Of E-Trust And E Satisfaction On E-Loyalty And Switching Intentions On The Access By KAI Application Using The Structural Equation Modelling Method
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Atikah Faiza, Ardi Kurniawan, Elly Ana
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Abstract:
PT Kereta Api Indonesia (Persero) passengers. experienced an increase from January to June 2023 by 48% compared to January to June 2022. One of the causes of this increase is the ease of purchasing train ticket transportation services through Access by KAI which is Mobile application belonging to PT. Indonesian Railways (Persero). However, reviews from users of the Access by KAI application still provide low reviews and ratings. This happens because of several problems in the Access by KAI application, namely unclear price display and train class classification, difficulty in registering, difficulty in the ordering process, difficulty entering the application, the server often fails to be accessed, the application load is heavy, and it takes a long time. for a refund of canceled tickets. Therefore, to be able to evaluate services and increase the number of e-loyalty and intention to switch to Access by KAI, it is necessary to conduct research on analyzing the impact of the relationship between e-satisfaction and e-trust on e-loyalty and intention to switch using AMOS software (Analysis Moment of Structural) using the Structural Equation Modeling (SEM) method. The results of the analysis show that E-loyalty has a significant effect on E-Satisfaction, E-Loyalty has a significant effect on E-Trust, Switching Intentions have an insignificant effect on E-Satisfaction, Switching Intentions have an insignificant effect on E-Trust, Switching Intentions have an insignificant effect on E -Loyalty
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