The effect of service quality and customer satisfaction on the flip app customer loyalty in Indonesia

Galang Pramudika Sukandar; Mochamad Yudha Febrianta

doi:10.29210/020244820

The effect of service quality and customer satisfaction on the flip app customer loyalty in Indonesia

Galang Pramudika Sukandar

⁽¹⁾, Mochamad Yudha Febrianta ⁽²⁾,
(1) Universitas Telkom

Indonesia
(2) Universitas Telkom

Indonesia

Corresponding Author

DOI : https://doi.org/10.29210/020244820

Full Text:

Language : en

Abstract

The increase in digital banking transactions in Indonesia has spawned various innovations in the field of financial technology, one of which is the digital payment application Flip.id. Despite offering free bank transfer services, Flip.id faces challenges in maintaining customer loyalty due to the large number of negative reviews. Relevant to the increasingly fierce competition with similar applications, Flip.id needs to differentiate itself by focusing on service quality and customer satisfaction. This study aims to analyze the extent to which service quality and customer satisfaction affect Flip.id user loyalty. This research uses a quantitative approach with a causal-comparative design. The research population is all Flip.id users in Indonesia, totaling 12,000,000 people. A sample of 400 respondents was selected by simple randomization. Data analysis was carried out using multiple linear regression with the help of SPSS version 26 software, as well as descriptive analysis to provide an overview of the data. The results showed that both service quality and customer satisfaction partially and simultaneously had a significant effect on Flip.id customer loyalty. The combined contribution of the two variables to customer loyalty reached 69.9%. This finding indicates that improving service quality and customer satisfaction is an effective strategy to increase Flip.id user loyalty. Thus, companies need to focus on efforts to improve service quality and ensure customer satisfaction to maintain market share and face increasingly fierce competition in the fintech industry.

Keywords

Customer satisfaction; Company reputation; Logistic Companies; Supply chain disruption management

References

Ade Syarif Maulana. (2007). Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Pelanggan PT. TOI. Jurnal Ekonomi, 7(2).

Adhitya Akbar, L. D. N. (2019). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Jasa Transportasi Online. Jurnal Ekonomi, 24(2). https://doi.org/10.24912/je.v24i2.574

Agha, A. A., Rashid, A., Rasheed, R., Khan, S., & Khan, U. (2021). Antecedents of Customer Loyalty at Telecomm Sector. In Turkish Online Journal of Qualitative Inquiry (TOJQI) (Vol. 12, Issue 9).

Alzaydi, Z. (2023). Examining the mediating effect of multi-channel integration quality in the relationship with service quality, customer satisfaction and customer loyalty in the Saudi banking sector. Management & Sustainability: An Arab Review. https://doi.org/10.1108/msar-12-2022-0061

Alzaydi, Z. M. (2023). Using Service Quality and Destination Attractiveness to Encourage Pro-Tourism Behaviour. The Academic Journal of Contemporary Commercial Research, 3(4), 31–51.

Ardiyanti, D., & Putra, H. T. (2023). The Influence of E-service Quality Dimensions on E-loyalty with E-Satisfaction as an Intervening Variable (Study of E-commerce Users in Bandung City). Asian Journal of Economics, Business and Accounting, 23(24), 190–206.

Basir, M., Modding, B., Kamase, J., & Hasan, S. (2015). Effect of Service Quality, Orientation Services and Pricing on Loyalty and Customer Satisfaction in Marine Transportation Services. International Journal of Humanities and Social Science Invention, 4(6).

Bello, K. B., Jusoh, A., & Md Nor, K. (2021). Relationships and impacts of perceived CSR, service quality, customer satisfaction and consumer rights awareness. Social Responsibility Journal, 17(8). https://doi.org/10.1108/SRJ-01-2020-0010

Catherine, Mukti, A. H. (2022). The Influence of Price, Quality of Service, Advancement and Customer Satisfaction on Customer Loyalty J&T Express Summarecon Bekasi. International Journal of Innovative Science and Research Technology, 7(3).

Ekonomi, F., & Manajemen, J. (2018). Pengaruh Kualitas Produk, Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada PT. Air Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 6(3). https://doi.org/10.35794/emba.v6i3.20411

Gultom, D. K., Arif, M., & Muhammad Fahmi. (2020). Determinasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepercayaan Dedek. MANEGGGIO: Jurnal Ilmiah Magister Manajemen, 3(2).

Jahroni, J., Sinambela, E. A., Mardikaningsih, R., & Darmawan, D. (2021). Pengaruh Citra Toko, Suasana Toko dan Harga terhadap Keputusan Pembelian. Jurnal Pendidikan Tambusai, 5(3), 10234–10241.

Kasinem, K. (2020). Pengaruh Kepercayaan dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Bukit Serelo Lahat. Jurnal Media Wahana Ekonomika, 17(4). https://doi.org/10.31851/jmwe.v17i4.5096

Kotler, P., & Keller, K. L. (2012). Marketing management 14th edition. Pearson education. https://eprints.itn.ac.id/13606/

Maramis, F. S., Sepang, J. L., & Soegoto, A. S. (2018). Pengaruh Kualitas Produk, Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Pt. Air Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 6(3). https://ejournal.unsrat.ac.id/index.php/emba/article/view/20411

Marlena, N., Dwijayanti, R., & Patrikha, F. D. (2022). Online learning infrastructure: does it strengthen the effect of service quality on student satisfaction? Jurnal Iqra’: Kajian Ilmu Pendidikan, 7(2), 61–75.

Mukarromah, S., Hardyanto, W., & Pramono, S. E. (2021). The Influence of Customer Expectation and Marketing Mix on Customer Loyalty with Customer Satisfaction as Intervening. Educational Management, 10(2), 252–259.

Panjaitan, R., & Manurung, H. (2021). Exploring The Impact Of Experiential Marketing, Word-Of-Mouth (Wom), And Promotional Strategies On User Loyalty Towards The Tokopedia APP. Jurnal Manajemen Dan Bisnis, 313–324.

Prabowo, W. A. (2018). Pengaruh Digital Marketingterhadap Organizational Performance Denganintellectual Capital Dan Perceived Qualitysebagai Variabel Intervening Pada Industri Hotel Bintang Tiga Di Jawa Timur. Jurnal Manajemen Pemasaran, 12(2), 101–112. https://doi.org/10.9744/pemasaran.12.2.101-112.

Prasetyo, E. B., Oetomo, H., Liestyana, Y., Sukarno, A., & Sutanto, H. (2023). Analysis of e-Service Quality, e-Trust, Promotion, e-Customer Satisfaction, and e-Customer Loyalty of Flip Application Customers in the Special Region of Yogyakarta. Journal of International Conference Proceedings, 6(6), 1–15.

Purbohastuti, A. W., Gaffar, V., Disman, D., Furqon, C., & Hassanah, H. (2023). Platform-based transportation company in Indonesia: Perspective brand switching behaviour on Generation Z. Journal of Eastern European and Central Asian Research (JEECAR), 10(6), 867–876.

Riani, S. R., Devi, A., & Kartika, T. (2024). The Influence of Shariah Promotion, Ease of Use, and Service Quality on Decisions to use Gopay. Applied Marketing and Sustainability, 2(1).

Rismawan, B. K. (2023). Analysis of FLIP Application Adoption Using the UTAUT2 Model in the Post-Covid-19 Pandemic in Indonesia. 2023 International Conference on Digital Business and Technology Management (ICONDBTM), 1–6.

Rofiah, A., & Miranti, T. (2024). The Influence of Customer Loyalty through Customer Satisfaction with Islamic Religiosity as a Moderating Variable. Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah, 6(5), 4862–4880. https://doi.org/10.47467/alkharaj.v6i5.1990

Sari, R. P., & Sari, E. P. (2023). Pengaruh Karakteristik Individu, Kerjasama Tim dan Keterampilan Kerja terhadap Produktivitas pada PT. Charoen Pokphand Indonesia (Studi Kasus pada Karyawan Bagian Produksi Cabang Medan). Digital Bisnis: Jurnal Publikasi Ilmu Manajemen Dan E-Commerce, 2(1), 170–180. https://doi.org/10.30640/digital.v2i1.652

Sipahutar, D. H. N., & Irdawati, D. A. R. (2024). Analysis Of E-Service Quality Factors That Affect E-Satisfaction. Dinasti International Journal of Management Science, 5(4), 781–791.

Sugiyono. (2016). Sugiyono, Metode Penelitian. Uji Validitas.

Sugiyono, P. D. (2019). Metode Penelitian Kuantitatif Kualitatif dan R&D (M. Dr. Ir. Sutopo. S. Pd. ALFABETA, Cv.

Suryawan, R. F., Maulina, E., Kamar, K., Latuconsina, A. S., Safari, B., SUGIYO, S. A. W., Suryaningsih, L., Nervilia, I., Wiwaha, A., & Endri, E. (2023). Improving consumer loyalty by providing service excellent and utilizing business relationships. WSEAS Transactions on Business and Economics, 20, 477–486.

Susilawati, A. D., Wahyudi, F., Putra, W. P., Supriyanto, W., & Limpo, L. (2024). The Impact of Digital User Experience on Brand Perception and Consumer Loyalty in the E-Commerce Industry in Indonesia. The Eastasouth Journal of Information System and Computer Science, 1(03), 109–122.

Tawas, H., & Pandensolang, J. (2015). Pengaruh Diferensiasi, Kualitas Produk Dan Ekuitas Merek Terhadap Keputusan Pembelian Coca-Cola Pada Pt. Bangun Wenang Beverges Company Di Manado. Jurnal Emba, 3(3).

Wati, I. K., Mumdin, A., & Ispriyahadi, H. (2024). E-Service Quality Analysis of E-Loyalty: Study of Generations X, Y, and Z Fund Users. Jurnal Mantik, 7(4), 3887–3894.

Yusof, R., Hui, G. K., Abd Samat, A. L. Bin, Abd Halim, A. I. Bin, Andrew, A. J. A., Munir, A. M. B. A., Fadhlan, A., & Arifin, A. I. R. (2023). Why Do You Still Want to Buy Hp Laptop? A Study of HP’S Customer Satisfaction. Asia Pacific Journal of Management and Education (APJME), 6(1), 26–35. http://ejournal.aibpmjournals.com/index.php/APJME/article/view/2212

Article Metrics

Abstract Views : 250 times

PDF Downloaded : 0 times

Refbacks

There are currently no refbacks.