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All Journal Jurnal Ekonomi Manajemen Sistem Informasi Jurnal Siber Multi Disiplin
Muhammad Iqbal Firdaus
Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
Agriculture, Biological Sciences & Forestry Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Service Quality, Experience and Customer Loyalty: Evidence of Willingness to Pay on the Jakarta Bandung High Speed Train Arizal Ginartha; Ghufron Solikhul Amri; Muhammad Iqbal Firdaus; Haryono Haryono
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 6 No. 6 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (Juli - Agustus 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v6i6.8544

Abstract

The Jakarta-Bandung High-Speed Rail stretches over 142.3 km and offers First Class, Business Class, and Premium Economy options. To enhance its appeal and provide an unforgettable travel experience, the Jakarta-Bandung High-Speed Rail completes the journey between Jakarta and Bandung (or vice versa) in just 48 minutes, traveling at a speed of 350 km/h. However, the question arises whether the experience and services offered by this high-speed rail influence passengers' willingness to pay for their journey. This study aims to examine the impact of service quality, customer experience, and customer loyalty on passengers' willingness to pay. Data was collected through questionnaires distributed to 100 respondents who are customers of the Jakarta-Bandung High-Speed Rail. The survey assessed service quality, customer experience, and user loyalty using a Likert scale. This study utilized Partial Least Squares Structural Equation Modeling (PLS-SEM) for data analysis. The findings reveal a significant relationship between the variables studied, such as service quality positively impacting willingness to pay (WTP) and customer loyalty. Therefore, KCJB should focus on improving service quality and customer experience, developing loyalty programs, and running marketing campaigns that highlight the added value of their services.
An Examination of Telemedicine Adoption: Unpacking the Determinants of Behavioral Intention through an Extended UTAUT Lis Lesmini; Muhammad Iqbal Firdaus; Hana Wiedya; Jessynia Rasya Vicahya
Jurnal Siber Multi Disiplin Vol. 3 No. 4 (2026): Jurnal Siber Multi Disiplin (Januari - Maret 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jsmd.v3i4.822

Abstract

The COVID-19 pandemic has led to changes in people’s lives, including the increased use of telemedicine services. Extending the UTAUT framework, the purpose of this study is to analyze the factors that influence behavioral intentions towards the adoption of telemedicine platforms and investigate the role of e-trust in promoting the use of telemedicine. A non-probability sampling approach was used to select a research sample of 204 respondents. The SEM-PLS model was used in this quantitative research. The population of this study is Halodoc users. The study found that performance expectancy, effort expectancy, facilitating conditions, and e-trust all had significant, direct, and positive effects on respondents’ intentions to use telemedicine. The findings also revealed that social influence influences e-trust in online healthcare systems. No significant relationship between social influence and behavioral intention was found. The present study suggests a positive attitude toward technology can increase user intention in healthcare systems.
Pengaruh Logistics Service Quality dan On-time Delivery terhadap Customer Loyalty melalui Customer Satisfaction (Studi Pada PT Magenta Media) Rafif Assyari; Muhammad Iqbal Firdaus; Siti Maemunah; Okin Ringan Purba; Veronica Veronica
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 2 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (November-Desember 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i2.6842

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh Logistics Service Quality dan On-time Delivery terhadap Customer Loyalty, dengan Customer Satisfaction sebagai variabel mediasi, di Gudang PT Magenta Media. Fenomena yang melatar belakangi penelitian ini adalah adanya keluhan pelanggan terkait keterlambatan pengiriman, ketidaksesuaian barang, hingga respons pelayanan yang kurang optimal, yang berdampak pada kepuasan dan loyalitas pelanggan. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik purposive sampling kepada 150 responden yang merupakan pelanggan PT Magenta Media. Instrumen pengumpulan data berupa kuesioner menggunakan skala Likert. Analisis data dilakukan dengan metode Structural Equation Modeling (SEM) berbasis Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa Logistics Service Quality dan On-time Delivery berpengaruh signifikan terhadap Customer Satisfaction dan Customer Loyalty, baik secara langsung maupun tidak langsung melalui variabel mediasi. Customer Satisfaction terbukti memediasi hubungan antara Logistics Service Quality dan On-time Delivery terhadap Customer Loyalty. Implikasi dari penelitian ini memberikan masukan bagi manajemen perusahaan untuk memperkuat kualitas layanan logistik dan memastikan ketepatan waktu pengiriman sebagai strategi dalam membangun kepuasan dan loyalitas pelanggan secara berkelanjutan.
Co-Authors Arizal Ginartha Ghufron Solikhul Amri Hana Wiedya Haryono Haryono Jessynia Rasya Vicahya Lis Lesmini Okin Ringan Purba Rafif Assyari Siti Maemunah Veronica Veronica