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All Journal Jurnal Ekonomi Manajemen Sistem Informasi Jurnal Ilmiah Manajemen Kesatuan Dinasti International Journal of Digital Business Management Jurnal Locus Penelitian dan Pengabdian Fokus Bisnis: Media Pengkajian Manajemen dan Akuntansi
Sitanggang, Rohana
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Aerospace Engineering Automotive Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Mathematics Social Sciences Other

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The Determination of Service Quality: Study Literature Review Sitanggang, Rohana; Dimas Rizky Kusmayadi; Imam Sonny; Tenaka Budiman; Son Wibisono
Dinasti International Journal of Digital Business Management Vol. 5 No. 2 (2024): Dinasti International Journal of Digital Business Management (February - March
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31933/dijdbm.v5i2.2349

Abstract

The Influence of Service Quality, Perception of Tariffs and Facilities on Customer Satisfaction is a scientific article on literature studies within the scope of the field of science. The aim of this article is to build a hypothesis of influence between variables that will be used in further research. Research objects in online libraries, Google Scholar, Mendeley and other academic online media. Research methods using library research come from e-books and open access e-journals. Qualitative descriptive analysis. The results of this article: 1) Service Quality influences Customer Satisfaction; 2) Tariff perceptions influence customer satisfaction; and 3) Facilities influence Customer Satisfaction.
Employee Performance Through Employee Engagement in Cargo Companies Setyawati, Aswanti; Pahrudin, Cecep; Agusinta, Lira; Sitanggang, Rohana; Susanto, Primadi Candra
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 2 (2025): JIMKES Edisi Maret 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i2.3400

Abstract

This study aims to examine the influence of self-efficacy and discipline on employee performance, both directly and indirectly through employee engagement as a mediating variable, in cargo companies located in DKI Jakarta. A quantitative descriptive approach was applied, using purposive sampling with a total of 337 respondents. Data were analyzed using SmartPLS. The results show that both self-efficacy and discipline have a positive and significant impact on employee engagement and employee performance. Employee engagement also has a positive and significant effect on employee performance. Furthermore, self-efficacy positively influences employee performance through employee engagement, whereas discipline does not show a significant indirect effect through engagement. These findings offer practical implications for human resource management in the cargo sector to enhance employee performance by fostering self-efficacy and engagement. This study is limited to a specific geographical area and time frame, suggesting the need for broader future research.   Keywords: Employee Performance, Employee Engagement, Self-Efficacy, Discipline
Faktor-Faktor yang Mempengaruhi Kepuasan Penumpang Bandar Udara Internasional Sitorus, Marthaleina Ruminda; Sitanggang, Rohana; Sodikin, Alit; Haekal, Mohammad Daffa
Jurnal Locus Penelitian dan Pengabdian Vol. 4 No. 9 (2025): : JURNAL LOCUS: Penelitian dan Pengabdian
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/locus.v4i9.4766

Abstract

Bandar udara internasional berperan sebagai gerbang utama suatu negara, di mana kepuasan penumpang menjadi indikator kunci kesuksesan operasionalnya. Di Indonesia, khususnya di Pulau Jawa yang memiliki lalu lintas udara yang padat, tuntutan terhadap kenyamanan dan kualitas layanan bandara semakin meningkat. Namun, masih sering ditemui keluhan dari penumpang terkait fasilitas ruang tunggu yang kurang memadai, seperti kapasitas kursi yang terbatas dan kualitas layanan petugas yang belum optimal. Kondisi ini berpotensi menurunkan tingkat kepuasan penumpang dan memengaruhi citra bandara secara keseluruhan. Oleh karena itu, penelitian ini dilakukan untuk menganalisis pengaruh fasilitas ruang tunggu dan kualitas layanan terhadap kepuasan penumpang di salah satu bandara internasional di Pulau Jawa. Penelitian ini bertujuan untuk mengetahui adanya pengaruh fasilitas ruang tunggu terhadap kepuasan penumpang di salah satu bandara internasional di pulau Jawa. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif. Data primer diperoleh dengan menyebar kuesioner. Sampel diperoleh melalui metode non-probability sampling sebanyak 100 responden. Teknik analisis data yang digunakan adalah analisis regresi linier berganda dengan bantuan software SPSS. Hasil penelitian ini menunjukan bahwa adanya pengaruh positif dan signifikan dari variabel fasilitas ruang tunggu terhadap kepuasan penumpang. Pada variabel kualitas layanan menunjukan pengaruh positif dan signifikan terhadap kepuasan penumpang. Variabel fasilitas ruang tunggu  dan kualitas layanan secara bersama-sama berpengaruh positif dan signifikan terhadap kepuasan penumpang. Implikasi pada penelitian adalah pengelola bandara internasional perlu meningkatkan jumlah kapasitas kursi agar dapat menampung lebih banyak penumpang. Monitoring dan evaluasi terhadap petugasnya sebaiknya lebih ditingkatkan untuk memenuhi kepuasan penumpang.
The Influence of Transformational Leadership and Work Facilities for Airport Rescue and Fire Fighting Personnel (ARFF) on Personnel Performance with Motivation as a Mediating Variable (Case Study of Soekarno Hatta Airport) Brahmantyo, Agung; Sitanggang, Rohana; Widodo, Erna S
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.v7i1.6450

Abstract

Soekarno-Hatta International Airport is the main airport in Indonesia located in Cengkareng, West Jakarta. In the aviation industry, all parties such as airlines, airport managers and air traffic controllers must comply with strict safety and security standards. The Airport Rescue And Fire Fighting Unit (ARFF) at Soekarno-Hatta Airport has an important role in handling emergencies in accordance with national and international regulations. ARFF main tasks include saving lives and property as well as fighting fires in the airport area. However, some of the challenges faced by this unit are related to human resources, facilities and leadership. This research shows that ARFF performance is very dependent on improvements in the aspects of people, facilities and leadership to increase readiness and response in dealing with emergency incidents at airports. The research methodology used is quantitative data. Meanwhile, the data source used in this research is primary data, namely data obtained from Angkasa Pura II employees who work in the ARFF division of Soekarno Hatta Airport and using analytical tools SEM PLS And Smart PLS. This research aims to examine the influence of transformational leadership and work facilities on the performance of ARFF personnel at Soekarno-Hatta Airport, with motivation as a mediating variable.
Peran Mediasi Kesadaran Diri untuk Memprediksi Perilaku Kepatuhan Pengendara: Survey Pasca New Normal Covid-19 Olfebri, Olfebri; Andri, Gus; Sitanggang, Rohana
Fokus Bisnis Media Pengkajian Manajemen dan Akuntansi Vol. 21 No. 1 (2022): Fokus Bisnis
Publisher : LP3M Universitas Putra Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32639/fokbis.v21i1.131

Abstract

Organisasi Kesehatan Dunia (WHO) memperkirakan bahwa kecelakaan lalu lintas jalan adalah penyebab utama ketiga 'kematian dan penyakit' di seluruh dunia. Oleh karena itu, banyak negara telah meluncurkan program keselamatan untuk mengurangi kecelakaan lalu lintas dengan meningkatkan kesadaran diri masyarakat. Penelitian ini mengkaji tentang peran mediasi kesadaran diri dalam hubungan antara sikap keselamatan dan norma subjektif terhadap perilaku kepatuhan berkendaran di masa new normal covid-19. Sebanyak 154 pengemudi ojek online di wilayah DKI Jakarta. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan perangkat lunak AMOS untuk mengungkapkan efek mediasi dari kesadaran diri. Hasil penelitian, ditemukan peran mediasi kesadaran diri dalam hubungan norma subjektif dengan perilaku kepatuhan berkendara pengemudi ojek online. Dalam hubungan antara sikap keselamatan dan perilaku kepatuhan mengemudi, tidak ada peran mediasi kesadaran diri. Perlu sosialisasi intensif terkait peraturan lalu lintas terkait covid-19 kepada pengemudi kendaraan bermotor khususnya pengemudi ojek online.
Co-Authors Agusinta, Lira Andri, Gus Aswanti Setyawati Brahmantyo, Agung Cecep Pahrudin, Cecep Dimas Rizky Kusmayadi Haekal, Mohammad Daffa imam sonny Marthaleina Ruminda Sitorus Olfebri Olfebri, Olfebri Primadi Candra Susanto Sodikin, Alit Son Wibisono Tenaka Budiman Widodo, Erna S