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COULD SATISFACTION ON THE AIRLINE’S SERVICE QUALITY (AIRQUAL) MAKE LION AIR’S CUSTOMERS TRUST AND BECOME LOYAL TO THE AIRLINE COMPANY? Lembana, Devi Angrahini Anni; Valucy, Reina
Jurnal Manajemen Vol 15 No 2 (2018): Jurnal Manajemen
Publisher : Fakultas Ekonomi dan Bisnis Universitas Katolik Indonesia Atma Jaya

The Indonesian public interest in using the service flights as their means of transportation is remarkably growing according to Indonesia Investment data in 2017. People tend to use service flights because of Indonesia’s unique geographical nature and airline tickets becomes increasingly affordable as the growth low-cost carrier. The purpose of this research is to investigate the role of customer satisfaction toward the airline’s service quality (AIRQUAL) in effecting trust and loyalty. The study was directly conducted by collecting primary data by randomly distribute 252 questioners to respondents that were boarding gate terminal 1A and 1B at the Soekarno Hatta International Airport. Hypotheses were then statistically tested using structural equation model. The results of this research show that satisfaction can make customer whose satisfied with the quality of the airline service become loyal to Lion Air. On the contrary, satisfaction cannot make the customer trust Lion Air as an airline company, even though they already satisfied with the quality of airline service.

COULD SATISFACTION ON THE AIRLINE’S SERVICE QUALITY (AIRQUAL) MAKE LION AIR’S CUSTOMERS TRUST AND BECOME LOYAL TO THE AIRLINE COMPANY? Devi Angrahini Anni Lembana; Reina Valucy
Jurnal Manajemen Vol 15 No 2 (2018): Jurnal Manajemen
Publisher : Fakultas Ekonomi dan Bisnis Universitas Katolik Indonesia Atma Jaya

The Indonesian public interest in using the service flights as their means of transportation is remarkably growing according to Indonesia Investment data in 2017. People tend to use service flights because of Indonesia’s unique geographical nature and airline tickets becomes increasingly affordable as the growth low-cost carrier. The purpose of this research is to investigate the role of customer satisfaction toward the airline’s service quality (AIRQUAL) in effecting trust and loyalty. The study was directly conducted by collecting primary data by randomly distribute 252 questioners to respondents that were boarding gate terminal 1A and 1B at the Soekarno Hatta International Airport. Hypotheses were then statistically tested using structural equation model. The results of this research show that satisfaction can make customer whose satisfied with the quality of the airline service become loyal to Lion Air. On the contrary, satisfaction cannot make the customer trust Lion Air as an airline company, even though they already satisfied with the quality of airline service.

COULD SATISFACTION ON THE AIRLINE’S SERVICE QUALITY (AIRQUAL) MAKE LION AIR’S CUSTOMERS TRUST AND BECOME LOYAL TO THE AIRLINE COMPANY? Devi Angrahini Anni Lembana; Reina Valucy
Jurnal Manajemen Vol 15 No 2 (2018): Jurnal Manajemen
Publisher : Fakultas Ekonomi dan Bisnis Universitas Katolik Indonesia Atma Jaya

The Indonesian public interest in using the service flights as their means of transportation is remarkably growing according to Indonesia Investment data in 2017. People tend to use service flights because of Indonesia’s unique geographical nature and airline tickets becomes increasingly affordable as the growth low-cost carrier. The purpose of this research is to investigate the role of customer satisfaction toward the airline’s service quality (AIRQUAL) in effecting trust and loyalty. The study was directly conducted by collecting primary data by randomly distribute 252 questioners to respondents that were boarding gate terminal 1A and 1B at the Soekarno Hatta International Airport. Hypotheses were then statistically tested using structural equation model. The results of this research show that satisfaction can make customer whose satisfied with the quality of the airline service become loyal to Lion Air. On the contrary, satisfaction cannot make the customer trust Lion Air as an airline company, even though they already satisfied with the quality of airline service.

Sharing Session pada Kegiatan Immersion sebagai Wadah Pertukaran Pengetahuan Kewirausahaan Triyanti, Vivi; Lembana, Devi Angrahini Anni
Jurnal Pengabdian Masyarakat Charitas Vol. 4 No. 01 (2024): Jurnal Pengabdian Masyarakat Charitas Juni 2024
Publisher : Program Studi Teknik Industri, Fakultas Teknik, Universitas Katolik Indonesia Atma Jaya Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25170/charitas.v4i01.5503

An immersion is an intensive activity in which participants are fully involved in a particular environment or context for a short or limited period of time. In the entrepreneurship immersion arranged by Atma Jaya Incubator Business, one of the activities is a sharing session which is a presentation of material and discussion between Atma Jaya Catholic University of Indonesia (Unika Atma Jaya) and Universiti Teknologi Malaysia (UTM) students. There were three keynote speakers from Atma Jaya and UTM who provided material, The three speakers shared about the use of technology in developing entrepreneurship in both countries, as well as sharing about the use of technology in various community service activities in Unika Atma Jaya. This sharing session activity had a positive impact in increasing students' knowledge, both regarding entrepreneurship and the culture of entrepreneurship from both countries.

The INFLUENCE OF SERVICE QUALITY AND OPPORTUNISM ON PATIENT LOYALTY MEDIATED BY TRUST Efendi; Soelasih, Yasintha; Lembana, Devi Angrahini Anni
Journal of Business Studies and Management Review Vol. 8 No. 2 (2025): JBSMR, Vol 8 No.2 June 2025
Publisher : Management Department, Faculty of Economics and Business, Universitas Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22437/jbsmr.v8i2.42674

The research looked at the effect of service quality and opportunism on patient loyalty mediated by trust. Sampling was done by probability sampling. The number of samples drawn is 443 from 2 hospitals in Jakarta and Karawaci, Indonesia. The results show that service quality influences customer loyalty directly and indirectly through mediating customer trust, while opportunism either directly or indirectly mediated customer trust does not affect customer loyalty. The study contributed to the theory by confirming a shorter path of service quality – trust – loyalty in healthcare service.

The role of sales promotion in improving the relation between price perception and system quality of SVOD platform on purchase intention Lembana, Devi Angrahini Anni; Triyanti, Vivi; Wijaya, Jessica
Indonesian Journal of Multidisciplinary Science Vol. 3 No. 10 (2024): Indonesian Journal of Multidisciplinary Science
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/ijoms.v3i10.932

This study aims to explore how Vidio.com can increase the number of users who are interested in even considering using this platform in the midst of fierce competition in theSVOD market, especially in Indonesia. The study was conducted from April to June 2023 and data collection took 1 month using a questionnaire method, namely Google Form which were distributed online to target respondents. The purpose of this research is to influence perceived price and perceived system quality in shaping consumer interest in subscribing to the SVOD platform - with a study on the Vidio platform. The results of this study indicate that the three variables under investigation have a major impact on users' intentions to subscribe to the platform (i.e., make a purchase). The impact of moderators between independent variables on dependents, specifically the influence of sales promotion methods can not enhance the relation of perceived pricing and perceived quality on ehancing the intention to purchase. Therefore, Vidio needs to pay attention to the performance of its application such as the speed of responding when users access features, the level of application errors or loading levels when the show is played, and privacy security, especially for users' personal data in order to provide a good user experience so that it can increase their interest in using the platform's paid packages.

Membina wirausahawan masa depan: Peran inkubator bisnis dalam membentuk niat berwirausaha di perguruan tinggi Christiana Fara Dharmastuti; Devi Angrahini Anni Lembana; Rakhdiny Sustaningrum
Jurnal Manajemen Maranatha Vol 24 No 1 (2024): Jurnal Manajemen Maranatha
Publisher : Universitas Kristen Maranatha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28932/jmm.v24i1.9803

Entrepreneurship plays a pivotal role in national development. Hence, related training is often initiated at the university level to equip students after graduation with entrepreneurial skills through business incubators. This study delves into the crucial role of incubators in fostering entrepreneurial intention among students by considering gender, mentoring, and curriculum design for the learning process. Additionally, it examines the impact of university support in a regulatory way, as well as normatively and cognitively. Moreover, data are collected based on three cohorts of incubator participants across different periods. The findings of this study reveal entrepreneurial intentions based on gender, which is measured by males as the reference category affecting positively. Besides, there is a positive tendency for normative and cognitive environmental support toward these intentions. Unfortunately, mentorship, curriculum program, and regulatory environmental support do not affect these intentions.

IMPROVING FINANCIAL LITERACY FOR COMMUNITY WELFARE IN PONGGANG VILLAGE THROUGH FINANCIAL EDUCATION PROGRAM Vivi Triyanti; Devi Angrahini Anni Lembana; Riana Magdalena Silitonga
JMM (Jurnal Masyarakat Mandiri) Vol 10, No 3 (2026): Juni
Publisher : Universitas Muhammadiyah Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31764/jmm.v10i3.39193

Abstrak: Manajemen keuangan pribadi yang efektif memerlukan pemahaman mengenai penganggaran, menabung, pengelolaan utang, dan perencanaan keuangan. Namun, literasi keuangan masyarakat pedesaan, termasuk di Desa Ponggang, masih tergolong rendah. Warga menghadapi berbagai tantangan seperti pengeluaran yang tidak terkendali, minimnya tabungan, serta rendahnya kesadaran terhadap perencanaan keuangan jangka panjang. Program pengabdian masyarakat ini bertujuan meningkatkan literasi keuangan warga melalui pendidikan keuangan yang praktis dan aplikatif. Kegiatan dilaksanakan melalui ceramah interaktif, simulasi pencatatan keuangan, permainan edukatif, serta evaluasi menggunakan pra-tes dan pasca-tes. Hasil menunjukkan peningkatan signifikan pada keterampilan peserta dengan kenaikan skor rata-rata dari 62 menjadi 80 atau meningkat sebesar 29%. Secara rinci, pemahaman arus kas meningkat 30%, kemampuan membedakan kebutuhan dan keinginan 28%, kesadaran menabung 29%, serta pengetahuan perencanaan keuangan 30%. Selain itu, sekitar 70% peserta mulai menerapkan kebiasaan menabung setelah program berlangsung. Temuan ini menunjukkan bahwa program berhasil meningkatkan pengetahuan, keterampilan, dan perilaku finansial masyarakat secara berkelanjutan.Abstract: Effective personal financial management requires an understanding of budgeting, saving, debt management, and financial planning. However, financial literacy among rural communities, including in Ponggang Village, remains relatively low. Residents face various challenges, such as uncontrolled spending, minimal savings, and a lack of awareness regarding long-term financial planning. This community service program aims to improve residents’ financial literacy through practical and applicable financial education. Activities were conducted through interactive lectures, financial record-keeping simulations, educational games, and evaluations using pre-tests and post-tests. The results showed a significant improvement in participants’ skills, with the average score rising from 62 to 80—an increase of 29%. Specifically, understanding of cash flow increased by 30%, the ability to distinguish between needs and wants by 28%, savings awareness by 29%, and knowledge of financial planning by 30%. Additionally, approximately 70% of participants began practicing saving habits after the program concluded. These findings indicate that the program successfully improved the community’s financial knowledge, skills, and behaviors in a sustainable manner.

From Entrepreneurship to Performance: A Capability Chain Perspective in Culinary SMEs Devi Angrahini Anni Lembana; Christina Juliana; Herlin Hidayat
Jurnal Manajemen Vol. 30 No. 1 (2026): February-May 2026
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v30i1.3717

This study investigates the determinants of business performance in the culinary SME sector by developing an integrated capability chain model. The research addresses the challenge of enhancing performance through the interplay of entrepreneurship, human resource quality, networking capability, and management accounting systems, while evaluating sustainability reporting as a potential moderator. Utilizing a quantitative approach, data were gathered from 94 culinary SMEs in the Greater Jakarta area via convenience sampling and analyzed using Partial Least Squares (PLS). Findings reveal a significant sequential pathway where entrepreneurship bolsters HR quality, subsequently driving networking capability and the adoption of management accounting systems to enhance performance. Conversely, sustainability reporting directly impacts performance but not able to moderates the accounting-performance link, suggesting that internal capability development, rather than formal reporting, remains the primary driver of SME success.

Peningkatan Literasi Energi Ibu Rumah Tangga melalui Pelatihan Aplikasi Simulasi Listrik Berbasis Web Riana Magdalena Silitonga; Stefani Prima Dias Kristiana; Agustinus Silalahi; Devi Angrahini Anni Lembana; Nova Eka Budiyanta
Jurnal Pengabdian UNDIKMA Vol. 7 No. 3 (2026): August
Publisher : LPPM Universitas Pendidikan Mandalika (UNDIKMA)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33394/jpu.v7i3.21582

This community service program aims to enhance participants' knowledge and promote more energy-efficient electricity consumption practices among members of the Family Welfare Empowerment (PKK) group through training on the use of a web-based electricity consumption simulation application. The program was implemented through educational sessions, hands-on training, simulation exercises, and mentoring involving 35 PKK members in Sampora Village, Tangerang Regency. Program effectiveness was evaluated using pre-test and post-test assessments, direct observations, and participant satisfaction questionnaires. The data were analyzed descriptively. The results showed a significant improvement in participants' knowledge, with the mean score increasing from 56.8 before the training to 85.2 after the training, representing an increase of 28.4%. In addition, 91% of participants reported that the application was easy to use, 94% considered the training materials clear and easy to understand, and 89% expressed their willingness to adopt energy-saving practices in their daily household activities. Overall, the program successfully improved participants' energy literacy and basic digital competencies while equipping them with practical skills to estimate household electricity consumption, enabling them to make more informed decisions to reduce energy use and lower monthly electricity costs.

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