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All Journal Jurnal Ekonomi Manajemen Sistem Informasi
Dian Artanti Arubusman
Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
Economics, Econometrics & Finance

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The Moderation Role of E-Satisfaction And E-Trust on E-Loyalty of Travelin Application Users Ardha Wulanigara; Euis Saribanon; Dian Artanti Arubusman
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 1 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (September-Oktober 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i1.6451

Abstract

In recent years, the tourism sector has undergone rapid digital transformation and growth. Angkasa Pura II launched the TRAVELIN application to cater to various needs of passengers at Angkasa Pura II airports. Through this application, passengers receive real-time flight reminders and access the locations of all shops, facilities, and ground transportation at the airport with a single touch. This study aims to examine the effect of E-Service Quality and E-Word of mouth on E-loyalty through E-satisfaction and E-trust.The research employs a quantitative method with a sample of 250 users of the Travelin application. Data were collected through questionnaires. The data were analyzed using SmartPLS 4 software. The study revealed that E-Service Quality significantly influences E-satisfaction, E-loyalty, and E-trust. Furthermore, E-Word of mouth significantly affects E-trust and E-loyalty. While E-satisfaction has a significant impact on E-loyalty, E-trust does not have a significant effect on E-loyalty. E-satisfaction is proven to be a significant mediating variable between E-Service Quality and E-loyalty among Travelin application users. On the other hand, E-trust is shown to be an insignificant mediating variable between E-Service Quality, E-loyalty, and E-Word of mouth, E-loyalty. The implication of this research highlights the need to enhance digital service quality (E-Service Quality) to improve customer satisfaction (E-satisfaction), which directly impacts user loyalty (E-loyalty).
Analysis of The Effect of On-Time Performance, Safety, Comfort, And Accessibility on E-WOM Through Passenger Satisfaction at Cililitan Terminal Nur Prasetyo; Dian Artanti Arubusman; Rully Indrawan; Djamal Subastian; Edi Abdurachman
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.v7i2.6727

Abstract

This study investigates the effects of on-time performance, safety, comfort, and accessibility on electronic Word of Mouth (e-WOM) through passenger satisfaction at Cililitan Bus Terminal. Using a quantitative approach, data were collected from 270 respondents through a structured questionnaire and analyzed with Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that on-time performance, comfort, and accessibility significantly influence passenger satisfaction, while safety does not. Furthermore, on-time performance and comfort have a direct and significant impact on e-WOM, whereas safety and accessibility do not. Passenger satisfaction serves as a mediating variable, strengthening the relationship between service quality factors and e-WOM. These findings highlight the importance of punctuality, comfort, and ease of access in enhancing passenger experience and fostering loyalty through positive word of mouth. Terminal operators are encouraged to focus on improving these aspects to ensure sustainable service quality and customer engagement.
The Effect of Sales Visits and Customer Awareness Through Relationship Marketing on Business Partners’ Intention to Collaborate with PT Pelabuhan Tanjung Priok Ellen Rumintang; Sofwan Farisyi; Zaenal Abidin; Dian Artanti Arubusman; Lira Agusinta
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.v7i2.6745

Abstract

Maritime transportation plays a vital role in supporting connectivity and economic growth in Indonesia as an archipelagic nation. Ports, as the main hubs of maritime transportation, are required to provide efficient and high-quality services to maintain customer satisfaction and loyalty. PT Pelabuhan Tanjung Priok (PTP), as a provider of multipurpose terminal services, has implemented various marketing strategies, including sales visits, increasing customer awareness, and applying relationship marketing. However, the results of the 2022 customer engagement survey showed fluctuations in some branches, and cargo traffic realization only reached 79.22% of the RKAP target, indicating the need to evaluate the effectiveness of existing marketing strategies. This study aims to analyze the influence of sales visits and customer awareness through relationship marketing on business partners' interest in collaborating with PT Pelabuhan Tanjung Priok. The selection of variables is based on theoretical and empirical relevance, where sales visits are considered important in building direct interaction and trust, customer awareness influences perception and interest in using services, while relationship marketing focuses on establishing mutually beneficial long-term relationships. This study uses quantitative methods with SEM PLS analysis. The results show that relationship marketing mediates sales visits and customer awareness on the interest of business partners in collaborating with PT Pelabuhan Tanjung Priok.
Co-Authors Ardha Wulanigara Djamal Subastian Edi Abdurachman Ellen Rumintang Euis Saribanon Lira Agusinta Nur Prasetyo Rully Indrawan Sofwan Farisyi Zaenal Abidin