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All Journal Jurnal Ekonomi Manajemen Sistem Informasi Jurnal Ilmu Manajemen Terapan (JIMT) Jurnal Ilmu Multidisplin
Yana Tatiana
Institut Transportasi dan logistik Trisakti, Jakarta, Indonesia
Agriculture, Biological Sciences & Forestry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Public Health Social Sciences

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The Affect of Delivery Security and Service Features on Customer Satisfaction Wahana Express Yana Tatiana; Sesaria Mardhiani Rachma Puspita; Lintang Eka Cahya Samudra; Agung Putra Anugrah
Jurnal Ilmu Multidisiplin Vol. 3 No. 4 (2025): Jurnal Ilmu Multidisplin (Januari-Maret 2025)
Publisher : Green Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jim.v3i4.2112

Abstract

This research examines how delivery security and service features influence customer satisfaction with Wahana Express. In the digital era, the quality and reliability of logistics services are critical for enhancing customer satisfaction. Using quantitative methods, data were collected via questionnaires distributed to Wahana Express customers. The analysis reveals that delivery security significantly impacts customer satisfaction, followed by the service features offered. These findings suggest that logistics companies should focus on improving security and enriching service features to enhance customer satisfaction and remain competitive in the market.
Analisis Penentuan Lokasi Workshop Center Perbaikan Spare Part Faskampen di Lingkungan PT. Angkasa Pura Suport Fikri Maulana Effendi; Zaroni Zaroni; Yana Tatiana; Siti Maemunah; Okin Ringan Purba
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 5 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (Mei - Juni 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i5.8460

Abstract

Penelitian ini bertujuan menentukan lokasi fasilitas Workshop Center perbaikan spare part Fasilitas Keamanan Penerbangan (FASKAMPEN) PT Angkasa Pura Suport (APS) yang paling optimal dari 15 lokasi cabang yang tersebar di Indonesia. Penentuan lokasi yang strategis sangat penting untuk mencapai efisiensi biaya dan waktu pengiriman (Lead Time) dalam operasional rantai pasok. Metode yang digunakan adalah kombinasi teknik kuantitatif Center of Gravity (COG) dan kualitatif Rating Factor, yang kemudian divalidasi dengan Analytical Hierarchy Process (AHP).
The Effect of Parking Waiting Time, OTP and Incoming Baggage Handling System (BHS) on Passenger Satisfaction with Service Quality as A Mediation Variable at Terminal 3 Soekarno-Hatta International Airport Idham Iriansyah; Jermanto Setia Kurniawan; Yana Tatiana; Mustika Sari; Reni D. Octaviani
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 3 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (Januari - Februari 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i3.7466

Abstract

This study aims to analyze the influence of Parking Stand, On-Time Performance (OTP), and Inbound Baggage Handling System (BHS) Waiting Time on Passenger Satisfaction, with Service Quality as the mediating variable at Terminal 3 of Soekarno-Hatta International Airport. The population of this study consists of passengers at Terminal 3 of Soekarno-Hatta International Airport, with a sample of 168 respondents meeting the criteria, using a quantitative descriptive approach. The research method employed is the Structural Equation Model (SEM), analyzed using Smart-PLS 3.2.9 software. The results indicate significant effects of Parking Stand on passenger satisfaction, On-Time Performance on passenger satisfaction, BHS Waiting Time on passenger satisfaction, Parking Stand on service quality, On-Time Performance on service quality, BHS Waiting Time on service quality, and Service Quality on passenger satisfaction. However, Parking Stand has an insignificant effect on service quality. Furthermore, Service Quality mediates the relationship between Parking Stand and passenger satisfaction, as well as between On-Time Performance and passenger satisfaction. However, Service Quality does not mediate the relationship between BHS Waiting Time and passenger satisfaction.
Transforming Freight Forwarder’s Performance in Indonesia: Integrasi Market Intelligence dan Digitalisasi Logistik Melalui Loyalitas Pelanggan Atiya Lipuriyani; Nursery Alfaridi; Yana Tatiana; Harry Purwoko; Zaenal Abidin
Jurnal Ilmu Manajemen Terapan Vol. 7 No. 6 (2026): Jurnal Ilmu Manajemen Terapan (Juli - Agustus 2026)
Publisher : Dinasti Review Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jimt.v7i6.9434

Abstract

Industri jasa pengiriman barang di Indonesia sedang menghadapi tantangan yang semakin kompleks akibat persaingan yang semakin ketat dan kemajuan pesat transformasi digital di sektor logistik. Penelitian ini bertujuan untuk mengkaji pengaruh intelijen pasar dan digitalisasi logistik terhadap kinerja perusahaan jasa pengiriman barang melalui peran mediasi loyalitas pelanggan. Pendekatan penelitian kuantitatif digunakan dengan menerapkan Model Persamaan Struktural–Partial Least Squares (SEM-PLS). Data dikumpulkan melalui kuesioner yang melibatkan 304 manajer tingkat atas dan pengambil keputusan dari perusahaan pengangkut barang yang beroperasi di Indonesia. Temuan penelitian menunjukkan bahwa baik intelijen pasar maupun digitalisasi logistik memiliki dampak positif dan signifikan terhadap loyalitas pelanggan dan kinerja perusahaan. Loyalitas pelanggan juga memberikan pengaruh yang signifikan terhadap kinerja perusahaan dan berfungsi sebagai variabel perantara dalam hubungan antara intelijen pasar, digitalisasi logistik, dan kinerja perusahaan. Hasil ini menunjukkan bahwa kemampuan untuk memperoleh dan memanfaatkan informasi terkait pasar, dikombinasikan dengan penerapan teknologi digital yang efektif dan efisien dalam operasi logistik, meningkatkan loyalitas pelanggan dan memperkuat kinerja organisasi. Penelitian ini berkontribusi pada kemajuan literatur manajemen strategis dan logistik sekaligus memberikan wawasan praktis bagi perusahaan pengangkut barang yang berupaya meningkatkan daya saing di era transformasi digital. Penelitian selanjutnya diharapkan dapat memperluas model yang diusulkan dengan memasukkan kemampuan strategis yang sedang berkembang, termasuk Penerapan Kecerdasan Buatan, Kemampuan Analisis Big Data, Ketahanan Rantai Pasokan, dan Kelincahan Organisasi, serta memperluas konteks penelitian ke perusahaan logistik dan pengangkut barang regional dan internasional guna meningkatkan pengembangan teoretis dan teori yang berkelanjutan.  
Co-Authors Agung Putra Anugrah Atiya Lipuriyani Fikri Maulana Effendi Idham Iriansyah Jermanto Setia Kurniawan Lintang Eka Cahya Samudra Mustika Sari Nursery Alfaridi Okin Ringan Purba Purwoko, Harry Reni D. Octaviani Sesaria Mardhiani Rachma Puspita Siti Maemunah Zaenal Abidin Zaroni Zaroni