Loyalitas Pelanggan pada Pengguna Commuter Line Jabodetabek: Pengaruh Kualitas Layanan, Fasilitas, dan Persepsi Harga melalui Kepuasan Pelanggan

Sri Husna Hastuti
Universitas Gunadarma Indonesia
Rosada Rosada
Universitas Indraprasta PGRI Indonesia
10.63203/lova.v1i2.551 June 18, 2026 Page 70-90

Abstract

Loyalitas pelanggan menjadi tantangan penting dalam layanan transportasi publik karena tingginya mobilitas masyarakat tidak selalu diikuti oleh penggunaan layanan secara berkelanjutan. Penelitian ini bertujuan menganalisis pengaruh kualitas layanan, fasilitas, dan persepsi harga terhadap loyalitas pelanggan melalui kepuasan pelanggan pada pengguna Kereta Api Commuter Line Jabodetabek. Penelitian menggunakan pendekatan kuantitatif dengan desain explanatory research terhadap 110 responden yang dipilih menggunakan purposive sampling. Data dikumpulkan melalui kuesioner online dan dianalisis menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM) dengan SmartPLS 4. Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh positif dan signifikan terhadap loyalitas pelanggan dan kepuasan pelanggan. Sebaliknya, fasilitas dan persepsi harga tidak berpengaruh langsung terhadap loyalitas pelanggan, tetapi berpengaruh signifikan terhadap kepuasan pelanggan. Kepuasan pelanggan juga terbukti memediasi pengaruh kualitas layanan, fasilitas, dan persepsi harga terhadap loyalitas pelanggan. Model penelitian menunjukkan kemampuan penjelasan yang kuat terhadap loyalitas pelanggan (R² = 0,844). Secara teoritis, penelitian ini menegaskan peran kepuasan pelanggan sebagai mekanisme utama pembentuk loyalitas pelanggan pada transportasi publik. Secara praktis, peningkatan loyalitas pelanggan perlu difokuskan pada kualitas layanan yang mampu menciptakan kepuasan pelanggan secara berkelanjutan.

Keywords

custumer loyalty service quality facilities price preception customer satisfaction

Licensing Information

Copyright (c) 2026 Sri Husna Hastuti, Rosada Rosada

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite

Hastuti, S. H., & Rosada, R. (2026). Loyalitas Pelanggan pada Pengguna Commuter Line Jabodetabek: Pengaruh Kualitas Layanan, Fasilitas, dan Persepsi Harga melalui Kepuasan Pelanggan. Journal of Leadership, Organization, Vision, and Administration, 1(2), 70–90. https://doi.org/10.63203/lova.v1i2.551
Endnote/Zotero/Mendeley (RIS) BibTeX

References Total References: 49

  1. Aldiyansyah, A., & Sudrajat, A. (2025). Peran Kepuasan Pelanggan sebagai Moderator Pengaruh Persepsi Harga terhadap Loyalitas Pelanggan pada Mahasiswa FEB Unsika Konsumen Ayam Geprek Sriwedari. J-CEKI: Jurnal Cendekia Ilmiah, 4(3), 237–247. https://al-haramjournal.id/index.php/J-CEKI/article/view/7629/6458
  2. Alhassan, J. A. K., & Anciaes, P. (2025). Public transport investments as generators of economic and social activity. Journal of Transport and Health, 41. https://doi.org/10.1016/j.jth.2025.101989
  3. Annisa, N., Husnurrofiq, H., & Kadir, A. (2023). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Caffe Titik Koma Banjarmasin. Jurnal Ilmiah Mahasiswa Perbankan Syariah (JIMPA), 3(2), 297–314. https://doi.org/10.36908/jimpa.v3i2.226
  4. Ashari, M. F., Siregar, Z. M. E., & Halim, A. (2023). The Influence of Service Quality, Taste, and Perceived Price on Customer Loyalty by Mediating Customer Satisfaction. Quantitative Economics and Management Studies, 4(3), 474–485. https://doi.org/10.35877/454ri.qems1631
  5. Azzahra, F., & Sari, A. P. (2023). Atasi Lonjakan Pengguna Commuter Line Jabodetabek, KAI Commuter Wujudkan Integrasi Antarmoda. Kompas.Com. https://nasional.kompas.com/read/2023/10/05/11315061/atasi-lonjakan-pengguna-commuter-line-jabodetabek-kai-commuter-wujudkan
Read More — Show All 49 References Show Less
  1. Deriandara, R., & Nuvriasari, A. (2024). The Influence of Service Quality and Customer Satisfaction on Customer Loyalty with Customer Engagement as Mediation: a Study at “Kopi Dari Hati”, Madiun. East Asian Journal of Multidisciplinary Research, 3(11). https://doi.org/10.55927/eajmr.v3i11.12124
  2. Faisal, F. F., & Salendu, A. (2024). Peranan Pengalaman Kesesakan terhadap Stres Perjalanan pada Pekerja Pengguna KRL Commuter Line. Jurnal Diversita, 10(2), 171–175. https://doi.org/10.31289/diversita.v10i2.12387
  3. Fitrianti, D., & Sonani, N. (2022). Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan di Industri Pariwisata di Jawa Barat. Arus Jurnal Sosial Dan Humaniora, 1(3), 140–147. https://doi.org/10.57250/ajsh.v1i3.43
  4. Griffin, J. (2005). Customer Loyalty: Growing and Keeping Customers (D. K. Yahya, Ed.; Translatio). Erlangga.
  5. Habel, R. H., Romadhon, M. A., Putri, M. A., & Sahara, S. (2023). Analisis Tingkat Kualitas Pelayanan Pelanggan KRL Commuterline Jabodetabek. MIMBAR ADMINISTRASI FISIP UNTAG Semarang, 20(1), 161–171. https://doi.org/10.56444/mia.v20i1.665
  6. Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2019). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2nd ed.). SAGE Publications.
  7. Hakim, A., Nurhayati, A., & Sukmawati, N. (2024). The Effect of Service Quality and Consumer Satisfaction on Customer Loyalty. Jurnal Ilmiah Manajemen Kesatuan, 12(6), 2759–2770. https://doi.org/10.37641/jimkes.v12i6.3221
  8. Hidayat, M. A., Rasyid, A., & Pasolo, F. (2024). Service Quality on Customer Loyalty: Mediation of Customer Satisfaction. Advances in Business & Industrial Marketing Research, 2(3), 150–163. https://doi.org/10.60079/abim.v2i3.158
  9. Imaduddiin, H., Saputra, D. P., Abdurachman, E., & Farisyi, S. (2025). Pengaruh Kualitas Pelayanan dan Customer Relationship Management Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pelanggan pada Perusahaan Pelayaran Nasional. Ranah Research : Journal of Multidisciplinary Research and Development, 8(1), 569–580. https://doi.org/10.38035/rrj.v8i1.1928
  10. Indra, R., Akhmad, I., & Hinggo, H. T. (2022). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pelanggan Pada Pt. Go-Jek Indonesia, Cabang Pekanbaru. Economics, Accounting and Business Journal, 2(2), 387–391. https://jom.umri.ac.id/index.php/ecountbis/article/view/357/67
  11. Jamna, S. A. (2023). KCI Evaluasi Kerlambatan KRL Commuter Line di Hari Pertama Gapeka 2023. Okezone Finance. https://economy.okezone.com/read/2023/06/02/320/2823896/kci-evaluasi-keterlambatan-krl-commuter-line-di-hari-pertama-gapeka-2023
  12. Jannah, S. A., & Hayuningtias, K. A. (2024). Pengaruh Kualitas Produk Dan Persepsi Harga Terhadap Kepuasan Pelanggan Serta Dampaknya Pada Loyalitas Pelanggan. Jesya, 7(1), 489–500. https://doi.org/10.36778/jesya.v7i1.1421
  13. Kencanawati, M., Anggraini, R., Tesniwati, R., & Putranto, M. (2023). Pengaruh persepsi harga, kualitas pelayanan, fasilitas dan kualitas produk terhadap kepuasan pelanggan. Insight Management Journal, 4, 12–18. https://doi.org/10.47065/imj.v4i1.297
  14. Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education.
  15. Mahesa, R. (2025). Jumlah Penumpang KRL Jabodetabek selama 2024. Data Loka. https://dataloka.id/ekonomi/2528/jumlah-penumpang-krl-jabodetabek-selama-2024/
  16. Michelle & Hotlan Siagian. (2019). Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Cafe Zybrick Coffee and Cantina. Jurnal Agro, 7(1), 541–556.
  17. Nabila, P. A., Indriyansyah, W. A., & Dwita, F. (2022). Influence Of Facility and Quality Of Service On Customer Loyalty Through Customer Satisfaction. JNM: Jurnal Nusantara Madani, 4(2), 957–972.
  18. Nastiti, G. F. C., & Saputro, E. P. (2025). Price Perception, Location, and Service Quality on Customer Loyalty Through Customer Satisfaction. Jurnal Economic Resource, 9(1), 216–228. https://doi.org/10.57178/jer.v9i1.1983
  19. Nazara, V. K., & Haryono, B. (2025). The Effect of Service Quality and Facilities on Loyalty Mediated by Outpatient Patient Satisfaction at Dr. M. Thomsen Nias Regional Hospital. Majority Science Journal (MSJ), 3(4), 237–250. https://doi.org/10.61942/msj.v3i4.464
  20. Pandiangan, F., & Nisa, P. C. (2024). The Effect of Product Quality, Service Quality and Price Perception on Customer Satisfaction. Jurnal Ilmiah Manajemen Kesatuan, 12(3), 661–672. https://doi.org/10.37641/jimkes.v11i2.1750
  21. Panjaitan, M. Y., Raja, D., & Saragih, U. (2025). Pengaruh Kualitas Produk , Persepsi Harga , Dan Kualitas Pelayanan. Journal of Artificial Intelligence and Digital Business (RIGGS), 4(2), 6084–6093. https://journal.ilmudata.co.id/index.php/RIGGS/article/view/1556/1016
  22. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12–40.
  23. Pramesty, D. A., Usman, O., & Kusumaningtyas, D. P. (2025). Pengaruh User Experience, Algorithmic Trust dan Security terhadap Customer Loyality melalui Consumer Satisfaction pada Aplikasi Spotify. JAE: Jurnal Akuntansi Dan Ekonomi, 10(1), 162–188. https://doi.org/10.29407/jae.v10i1.25500
  24. Rahmah, N., Kara, M. H., Bakry, M., & Muin, R. (2021). Effect of Service Quality on Customer Loyalty with Customer Satisfaction as an intervening variable in Shariah Hotel (Study at Pesonna Hotel in Makassar, South Sulawesi). International Journal of Multicultural and Multireligious Understanding, 8(4), 224. https://doi.org/10.18415/ijmmu.v8i4.2479
  25. Ramli, R. R., & Djumena, E. (2023). Hari Pertama Gapeka 2023, Rata-rata Kerlambatan Pemberangkatan KRL Capai 6 Menit. Kompas.Com.
  26. Riseetyawan, A., Sularto, Sari, A. E., & Badrunsyah. (2022). the Effect of Facilities and Service Quality on Customer Satisfaction of Gas Station in Setu Bekasi, West Java. Marginal : Journal of Management, Accounting, General Finance and International Economic Issues, 1(2), 27–36. https://doi.org/10.55047/marginal.v1i2.130
  27. Rochmah, N. W., & Muzdalifah, L. (2024). Pengaruh Product Quality and Price Perception Terhadap Customer Loyalty Dimediasi Oleh Customer Satisfaction (Studi Kasus Di Toko Onlie Persewaan Alat-Alat Grill). PERFORMANCE: Jurnal Bisnis & Akuntansi, 14(1), 330–343. https://doi.org/10.24929/feb.v14i1.3314
  28. Sadat, A., & Prasojo, E. (2024). Model Loyalitas Pelanggan Berbasis Customer Relationship Management Pada JSTRO Yogyakarta. Journal Competency of Business, 8(1), 116–137. https://jurnal.ucy.ac.id/index.php/JCoB/article/view/2521/2514
  29. Salome, I. O., Ayotunde, O. A., & Samuel, O. O. (2022). From Service Quality to E-Service Quality: Measurement, Dimensions and Model. Journal of Management Information and Decision Sciences, 25(1), 1–15. https://arxiv.org/pdf/2205.00055
  30. Santosa, L. W. (2025). Perjalanan penduduk gunakan moda transportasi publik capai 20 persen. ANTARA: Kantor Berita Indonesia. https://www.antaranews.com/berita/4759741/perjalanan-penduduk-gunakan-moda-transportasi-publik-capai-20-persen
  31. Saputra, R. H., Mariam, S., & Ramli, A. H. (2024). The Effect Of Service Quality And Customer Satisfaction On Customer Loyalty In Coffee Shop. Jurnal Ilmiah Manajemen Kesatuan, 12(5), 1697–1714. https://doi.org/10.37641/jimkes.v12i5.2824
  32. Selvya, P. E., Rejeki, A., & Oktavia, C. (2024). Pengaruh Persepsi Harga Dan Kualitas Layanan Terhadap Kepuasan Pelanggan Pada Penggunaan Kartu Indosat Di Kecamatan Cerme. Jurnal Psikologi Prima, 7(2), 119–127. https://jurnal.unprimdn.ac.id/index.php/Psikologi/article/view/4928/3541
  33. Sugiyono. (2020). Metode Penelitian Kuantitatif, Kualitatif, dan R&D (Sutopo, Ed.; Edisi Ceta). Alfabeta Bandung.
  34. Sugiyono. (2023). Metode Penelitian Kuatitatif Kualitatif & R&D (Sutopo, Ed.; 5th ed.). A.
  35. Sujana, S., & Yusni, Y. (2024). The Influence Of Service Quality And Price Perceptions On Customer Loyalty And Customer Satisfaction As Intervening Variables. Jurnal Ilmiah Manajemen Kesatuan, 12(4), 1165–1178. https://doi.org/10.37641/jimkes.v12i4.2698
  36. Sutarjo, S., Utami, W. Y., & Ristanto, R. (2024). The Impact of Service Quality, Facilities, and Location on Customer Satisfaction. Jurnal Ilmiah Manajemen Kesatuan, 12(6), 2747–2758. https://doi.org/10.37641/jimkes.v12i6.3019
  37. Tedja, B., Al Musadieq, M., Kusumawati, A., & Yulianto, E. (2024). Systematic literature review using PRISMA: exploring the influence of service quality and perceived value on satisfaction and intention to continue relationship. Future Business Journal, 10(1). https://doi.org/10.1186/s43093-024-00326-4
  38. Tjiptono, F. (2016). Service, Quality & Satisfaction. Andi Offset.
  39. Wang, F., Fan, W., Lin, X., Liu, J., & Ye, X. (2020). Does population mobility contribute to urbanization convergence? Empirical evidence from three major urban agglomerations in China. Sustainability (Switzerland), 12(2). https://doi.org/10.3390/su12020458
  40. Wardhana, A. (2024). Loyalitas Pelanggan. In Perilaku Konsumen Di Era Digital (pp. 142–197).
  41. Winata, E. (2023). The Effect of Service Quality, Facilities and Location on Customer Satisfaction. International Journal of Law Policy and Governance, 2(1), 1–2. https://doi.org/10.54099/ijlpg.v2i1.546
  42. Yulisa, D., & Syahlani, A. (2025). Analisis Kepuasan Penumpang KRL Commuter Line Dengan Metode Customer Satisfaction Index (CSI) Pada Pekerja Di Glodok City Jakarta Barat. ULIL ALBAB : Jurnal Ilmiah Multidisiplin, 4(11), 2671–2689. https://doi.org/10.56799/jim.v4i11.12133
  43. Yuniarti, N., & Sukma, R. P. (2024). Pengaruh Persepsi Harga, Kualitas Produk Terhadap Kepuasan Pelanggan Melalui Customer Trust. EKOMA : Jurnal Ekonomi, Manajemen, Akuntansi, 3(5), 2346–2356. https://al-haramjournal.id/index.php/EKOMA/article/view/4611/3605
  44. Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2–22.