Article Per Year (5 Year)
p-Index From 2021 - 2026
0.751
P-Index
This Author published in this journals
All Journal Jurnal Ekonomi Manajemen Sistem Informasi
Dian Artanti Arubusman
Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
Economics, Econometrics & Finance

Published : 4 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 4 Documents
Search

 1 
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.
The Influence of Service Quality, Customer Satisfaction, and Social Media on Reuse Intention Through Electronic Word of Mouth (E-WOM) Among Passengers at Soekarno–Hatta International Airport Yudis Tiawan; Dian Artanti Arubusman; Lira Agusinta; Juliater Simarmata; Yuliantini Yuliantini
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 8 No. 1 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (September-Oktober 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v8i1.9705

Abstract

This study aims to analyze the influence of service quality, customer satisfaction, and social media on reuse intention through electronic word of mouth (e-WOM) among users of Soekarno–Hatta International Airport, Jakarta. This research adopts a quantitative approach, utilizing primary data collected through questionnaires distributed to 143 respondents, selected using probability sampling with a simple random sampling technique. The data were analyzed using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS). The results indicate that service quality has a positive and significant effect on both reuse intention and e-WOM. Meanwhile, customer satisfaction does not have a significant direct effect on reuse intention, but it significantly influences e-WOM. Similarly, social media does not directly affect reuse intention, but it has a significant impact on e-WOM. Furthermore, e-WOM is found to have a positive and significant effect on reuse intention, and it serves as a mediating variable that strengthens the influence of service quality, customer satisfaction, and social media on reuse intention. These findings suggest that in the airport service context, e-WOM plays a critical role in shaping reuse intention, highlighting the importance of managing customer experience and digital communication strategies to enhance user loyalty.
Co-Authors Ardha Wulanigara Djamal Subastian Edi Abdurachman Ellen Rumintang Euis Saribanon, Euis Juliater Simarmata Lira Agusinta Nur Prasetyo Rully Indrawan Sofwan Farisyi Yudis Tiawan Yuliantini Yuliantini Zaenal Abidin