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All Journal Journal of Consumer Science Jurnal Ekonomi Manajemen Sistem Informasi Dinasti International Journal of Education Management and Social Science Annals of Human Resource Management Research Jurnal Ilmu Multidisplin Jurnal Manajemen dan Pemasaran Jasa Greenation International Journal of Law and Social Sciences Warta Penelitian Perhubungan
Juliater Simarmata
Institut Transportasi Dan Logistik Trisakti, Jakarta
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 Transportation

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Exploring the Influence of Seller Reputation on Electronic Word of Mouth (e-WOM): Emphasis on Consumer Trust and Satisfaction on E-Commerce Platforms Ridho Bramulya Ikhsan; Nuraini Sari; Erick Fernando; Juliater Simarmata
Journal of Consumer Sciences Vol. 10 No. 2 (2025): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Social and Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.10.2.276-298

Abstract

Background: The development of e-commerce has been reported to influence consumer behavior in conducting transactions. In this context, direct interaction between buyers and sellers was very limited. Therefore, the seller's reputation was the primary factor used by consumers to assess the credibility and reliability of the e-commerce platform. Purpose: This research aimed to explore the influence of seller reputation on electronic word of mouth (e-WOM) with trust and satisfaction as mediators. Method: An online survey method was adopted, targeting a sample of 300 consumers who had experience transacting on e-commerce platforms in the Greater Jakarta area, and was determined using purposive sampling. Furthermore, the Partial Least Squares-Structural Equation Modeling statistical method provided answers to the research hypothesis. Findings: The results showed that all research hypotheses were accepted. Trust and satisfaction are complementary mediators of the relationship between seller reputation and e-WOM. Conclusions: Based on the results, seller reputation has a positive impact on e-WOM and strengthens the e-commerce ecosystem. Research implication: Sellers who proactively manage consumer reviews increase satisfaction and minimize the impact of negative e-WOM. For e-commerce platforms, implementing a stricter verification system for sellers provided credibility assurance.
The Effect of on Time Performance, Tracking System and Cargo Insurance on Customer Loyalty Through Customer Satisfaction Moderated By Age Isti Fani; Edi Abdurachman; Juliater Simarmata; Nofrisel Nofrisel
Dinasti International Journal of Education Management and Social Science Vol. 7 No. 4 (2026): Dinasti International Journal of Education Management and Social Science (April
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v7i4.6276

Abstract

This study examines the effects of on-time performance, tracking systems, and cargo insurance on customer loyalty in logistics services, with customer satisfaction as a mediating variable and age as a moderating factor. A quantitative approach was applied using Partial Least Squares Structural Equation Modeling (PLS-SEM). Data were collected through questionnaires from 318 logistics service users, providing adequate statistical robustness. The findings indicate that on-time performance, tracking systems, and cargo insurance significantly influence both customer satisfaction and customer loyalty. Customer satisfaction plays a key mediating role by strengthening the relationship between service attributes and loyalty. Moderation analysis shows that age strengthens these relationships among Generation Z. Overall, the study highlights the critical role of service reliability, information transparency, and risk protection in enhancing customer satisfaction and loyalty in logistics services
The Influence of Interfunctional Collaboration on Management Traffic by Operations through AOCC Performance at Ngurah Rai Airport Binsar Reynold; Juliater Simarmata; Yulianti Keke; Erwansyah Sjarief
Dinasti International Journal of Education Management and Social Science Vol. 7 No. 4 (2026): Dinasti International Journal of Education Management and Social Science (April
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v7i4.6309

Abstract

I Gusti Ngurah Rai International Airport in Bali is one of the busiest airports in Indonesia, serving over 19 million passengers in 2023. With an average of 390 aircraft movements per day and a high proportion of international wide-body flights, the airport faces increasing operational complexity. Challenges such as limited apron space, slot overlaps, and fragmented coordination among stakeholders often result in delays and reduced passenger satisfaction. This study aims to analyse the influence of interfunctional collaboration on traffic operation management performance through the roles of AOCC service quality and performance. Using a quantitative descriptive approach, the study involves 150 respondents selected through stratified random sampling. Primary data were collected via questionnaires, supported by secondary data such as operational reports and previous research. Data analysis was conducted using Structural Equation Modeling (SEM) with SmartPLS 4.0. These findings demonstrate that the implementation of A-CDM and a well-performing AOCC plays a crucial role in supporting airport operational resilience. Strengthened coordination, data-driven resource allocation, and integrated monitoring systems under A-CDM collectively contribute to better management operations by Traffic, improving not only operational efficiency but also overall passenger experience at Ngurah Rai Airport.
The Effect of the Green Shipping Campaign and Greenhouse Gas Emission Reduction Policy on Electric Vessel Procurement Mediated by Shipowner Perceptions: A Case Study at PT Pertamina Trans Kontinental (2025) Parabil Matagiwa; Lira Agusinta; Juliater Simarmata
Dinasti International Journal of Education Management and Social Science Vol. 7 No. 1 (2025): Dinasti International Journal of Education Management and Social Science (Octob
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v7i1.5559

Abstract

Maritime transportation activities contribute to Greenhouse Gas (GHG) emissions. IMO adopted MARPOL Annex VI to prevent air pollution from ships. Several countries in the world have initiated the use of electric ships as a form of campaign. The Indonesian government also shows its commitment to reducing GHG emissions and encourages the use of electric transportation in the transportation sector. The government issued various policies supporting the use of electric transportation. However, electric transportation in Indonesia is still dominated by the land sector. The adoption of electric ships for some shipowners is still only a discourse that has not been realized, one of which is PT Pertamina Trans Kontinental (PTK). This study aims to analyze the influence of green shipping campaigns and GHG emission reduction policies on the procurement of electric ships mediated by shipowner perceptions. The method used is mixed methods with PLS-SEM analysis to 97 respondents followed by interviews with 5 informants determined by purposive sampling. The results show that green shipping campaigns have a significant effect on shipowner perceptions, and GHG emission policies have a significant effect on the procurement of electric ships. However, the relationship between green shipping campaigns and ship procurement and GHG reduction policies on perceptions is equally insignificant. Shipowner perceptions significantly mediated the effect of campaigns on electric ship procurement, but not the effect of GHG emission reduction policies. The implementation of electric ships in PTK is hampered by technical, operational, economic, regulatory, and sustainability awareness factors.
Strategic Analysis of the Five Pillars in Optimizing Customer Experience in The Express Logistics Industry (Case Study of Tiki Indonesia) Trie Maulana Apriyanto; Juliater Simarmata; Lira Agusinta; Yulianti Keke; Mustikasari Mustikasari
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.v7i5.8360

Abstract

This study aims to analyze the influence of the Strategic 5 Pillars (Customer, Network, Process, Technology, and People) on Customer Experience in the express logistics industry, with a case study on the courier service company TIKI Indonesia. The background of this research stems from the increasing demand for courier services driven by the growth of e-commerce, alongside persistent customer complaints that indicate the need to evaluate user experiences. The research adopts a quantitative approach, utilizing data collected through questionnaires. The population includes all users of TIKI's courier services in 2022–2023, totaling 288,366 users. A purposive sampling technique was applied, and using the Slovin formula, a total of 400 respondents were selected. The data were analyzed using multiple linear regression to examine the influence of each independent variable on customer experience, complemented by Importance–Performance Analysis (IPA) and the Customer Satisfaction Index (CSI). The findings reveal that the variables Customer, Network, Technology, and People have a positive and significant effect on customer experience, while Process shows no significant influence. Simultaneously, all five variables significantly affect customer experience. The CSI score of 78.49 indicates that customers are generally satisfied with TIKI’s services. Additionally, the IPA results identify several service attributes that require priority improvements. This study provides strategic implications for TIKI’s management in enhancing service quality through the continuous optimization of the five key pillars examined.
Impact of Price Fairness and On-Time Perfomance On Customer Loyalty Factor of Low-Cost Carrier Airlines (Case Study: Lion Air Airline) Muhammad Diva; Ronaldo Dominggus Saukoly; Juliater Simarmata; Deslida Saidah
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.v3i4.2029

Abstract

The main goal of this study is to find out how customer loyalty at Lion Air is affected by key operational factors like price fairness, on-time performance, and flight frequency. The review populace comprised of travelers of Lion Air at Soekarno-Hatta Air terminal. The Slovin formula was used to determine the sample size, and 100 people from the aforementioned population were chosen to participate. As Using a five-point Likert scale, a questionnaire survey was conducted online via Google Forms to collect the data for this study. For data analysis on Smart-PLS, the resulting data were then processed with structural equation modeling (SEM). The study produced three hypotheses, two of which were accepted and one of which was rejected. The hypothesis that was rejected was that low-cost airline customer loyalty factors are influenced by price fairness.
Effect of On-Time Delivery, Tracking, and Cargo Insurance on Customer Loyalty through Customer Satisfaction Isti Fani; Edi Abdurachman; Juliater Simarmata; Nofrisel Nofrisel
Annals of Human Resource Management Research Vol. 6 No. 2 (2026): June
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ahrmr.v6i2.3718

Abstract

Purpose: This research investigates how on-time delivery, tracking systems, and cargo insurance influence customer loyalty via customer satisfaction among logistics service users in Jakarta, Indonesia. Methodology: This research utilized a quantitative, cross-sectional approach with purposive sampling of 318 logistics customers in Jakarta (62% business and 38% individual consumers). Five constructs were measured using validated seven-point Likert scales and analyzed via SEM-PLS using SmartPLS with 5,000 bootstrap resampling. Results: On-time delivery significantly affected customer satisfaction (β = 0.326, p < 0.001) and loyalty (β = 0.386, p < 0.001). Tracking systems and cargo insurance also significantly influenced satisfaction (β = 0.285 and 0.249, p < 0.001) and loyalty (β = 0.205, p = 0.002; and β = 0.138, p = 0.009). Customer satisfaction significantly predicted loyalty (β = 0.460, p < 0.001). All mediation paths showed partial mediation (VAF = 28.0%–45.5%). The model explained 79.0% of the satisfaction and 77.4% of the loyalty variance. Conclusions: Customer satisfaction partially mediates the effect of logistics service attributes on loyalty. Building on previous studies, this study categorizes on-time delivery, tracking systems, and cargo insurance into three separate trust dimensions operational, informational, and financial that influence satisfaction and loyalty. Limitations: This study was limited to logistics customers in Jakarta, employed a cross-sectional design, and examined only three service attributes, excluding other potential determinants of loyalty. Contributions: This study enhances the literature on logistics service quality by introducing a three-dimensional trust framework, offering practical insights for providers in Jakarta.
The Effect of Facilities and Service Quality on Passenger Loyalty Through Passenger Satisfaction Using MRT (MASS Rapid Transit) Transportation Services Evi Herawati; Euis Saribanon; Cecep Pahrudin; Juliater Simarmata; Reni Dian Octaviani
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 4 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (Maret - April 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i4.6988

Abstract

Public transportation plays a vital role in urban mobility, especially in major cities like Jakarta. One of the modes of transportation expected to reduce congestion is the Mass Rapid Transit (MRT). Since its operation, MRT Jakarta has become a preferred alternative due to its speed and punctuality. This study aims to analyze the influence of facilities and service quality on usage loyalty through passenger satisfaction as a mediating variable. By understanding the relationship among these variables, this research seeks to provide strategic recommendations for MRT Jakarta management to improve service quality and retain user loyalty. The research method used is descriptive with a quantitative approach. The population of this study comprises all MRT users in Jakarta, totaling 33,496,540 (MRT, 2024). Based on Slovin's formula, a sample of 400 respondents was determined. Data were collected using both secondary data (journals, previous research, MRT data) and primary data through questionnaires. The analysis method employed is Structural Equation Modeling (SEM), a statistical technique used to build and test causal relationship models. The results indicate that both facilities and service quality have significant direct and indirect effects on usage loyalty, with passenger satisfaction serving as a crucial mediating factor.
Quality of service as a driver of brand awareness in the aviation industry: A systematic review of the literature Astri Rumondang Banjarnahor; Juliater Simarmata; Imam Ozali; Binsar Renold Sitorus; Sven Buyle
Jurnal Manajemen dan Pemasaran Jasa Vol. 18 No. 1 (2025): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/v18i1.21324

Abstract

This study analyzes the relationship between service quality, brand image, and brand awareness in the aviation industry. Using the Systematic Literature Review (SLR) approach following PRISMA guidelines, this study identifies major trends and gaps in related literature. The results show that superior service quality is important in forming a strong brand image and increasing brand awareness. Further analysis reveals that service quality dimensions such as reliability, convenience, and responsiveness greatly contribute to the positive perception of the brand image. In addition, a strong brand image also increases consumer loyalty and repeat purchase intent through a positive word-of-mouth mechanism. This research emphasizes the importance of a customer-focused service strategy to strengthen the airline's competitive position in an increasingly complex and dynamic global market. This study's theoretical and practical implications guide airlines in formulating holistic and responsive strategies to market dynamics.          
The Influence of Personnel Competence, Facility Reliability and Speed of Process on Customer Satisfaction through Service Performance at Terminal 3 of Soekarno-Hatta International Airport Anindita Galuh Wardhani; Juliater Simarmata; Edi Abdurachman
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.v6i6.5986

Abstract

This study examines the influence of personnel competence, facility reliability, and process speed on service performance and customer satisfaction, as well as examining the mediating role of service performance in the relationship between the independent variables and customer satisfaction at Terminal 3 of Soekarno-Hatta International Airport. A quantitative approach was employed using the SEM-PLS data analysis technique. Data were gathered through a survey involving 410 passengers at Terminal 3 of Soekarno-Hatta International Airport. The results of the study indicate that personnel competence, facility reliability, and process speed have a significant positive impact on both service performance and customer satisfaction. Furthermore, service performance is found to successfully mediate the relationship between the three independent variables and customer satisfaction. Based on these findings, it is recommended that the management of Terminal 3 at Soekarno-Hatta International Airport enhance personnel training, ensure optimal facility maintenance, and implement digitalization and automation technologies to expedite service delivery.
Co-Authors Adisak Suvittawat Anindita Galuh Wardhani Anindita Galuh Wardhani Astri Rumondang Banjarnahor Astri Rumondang Banjarnahor Astri Rumondang Banjarnahor Basri Fahriza Binsar Renold Sitorus Binsar Reynold Budi Mantoro Cecep Pahrudin, Cecep Christine Widilestari Danus Winarko Deni Agus Kurniawan Deslida Saidah Dian Artanti Arubusman Edi Abdurachman Edi Abdurachman Erick Fernando Erwansyah Sjarief Euis Saribanon, Euis Evi Herawati Farchan Hudaya Haris Haris, Haris Imam Ozali Isti Fani Isti Fani L Denny Siahaan Lira Agusinta Lira Agusinta Muhajir Akbar Muhammad Diva Muhammad Iqbal Firdaus Mustikasari Mustikasari Nofrisel Nofrisel Nofrisel Nofrisel Novita Widyaningrum Nuraini Sari Octaviani, Reni Dian Okin Ringan Purba Parabil Matagiwa Purwoko, Harry Ridho Bramulya Ikhsan Ronaldo Dominggus Saukoly Rully Indrawan Rully Indrawan Sandriana Marina Sarinah Sihombing Sofwan Farisyi Sven Buyle Tri Cahyadi Trie Maulana Apriyanto Yudis Tiawan Yulianti Keke Yulianti Yulianti Yuliantini Yuliantini Zulfa Fitri Ikatrinasari