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All Journal E-Bisnis : Jurnal Ilmiah Ekonomi dan Bisnis JKBM (JURNAL KONSEP BISNIS DAN MANAJEMEN) Jurnal Manajemen Indonesia Wikrama Parahita : Jurnal Pengabdian Masyarakat EKONOMIS : Journal of Economics and Business Jurnal Pemberdayaan: Publikasi Hasil Pengabdian Kepada Masyarakat Jurnal Bisnis Dan Kajian Strategi Manajemen SOLUSI Jurnal Ilmiah Manajemen Kesatuan Jurnal Nasional Pengelolaan Energi MigasZoom Jurnal Penelitian Manajemen Terapan (Penataran) ANALISIS - SCIENTIFIC JOURNAL OF ECONOMICS, MANAGEMENT, BUSINESS, AND ACCOUNTING Jurnal Dharma Bhakti Ekuitas International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Prosiding Konferensi Nasional PKM-CSR Jurnal Pengabdian Masyarakat Akademisi International Journal of Islamic Business and Management Review Jurnal Manajemen dan Perbankan (JUMPA) The Es Economics and Entrepreneurship The Eastasouth Management and Business eProceedings of Management Enrichment: Journal of Multidisciplinary Research and Development Banking & Management Review International Journal of Applied Management and Business Jurnal Manajemen Maranatha
Anton Mulyono Azis
Telkom University
Arts Humanities Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mechanical Engineering Nursing Public Health Social Sciences Other

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Enhancing Customer Loyalty in State-Owned Logistics Providers: The Role of Operational Excellence, Information Quality, and Digital Transformation Maya Irjayanti; Anton Mulyono Azis; Reza Ibrahim Ramadinka
International Journal of Islamic Business and Management Review Vol. 6 No. 1 (2026)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/ijibmr.v6i1.1814

Abstract

This study investigates the concerning decline in the logistics service quality of state-owned logistics service providers in Indonesia, as indicated by the 2023 Logistics Performance Index (LPI). An Indonesian state-owned logistics company is presently ranked 9th in usage frequency, behind its domestic competitors. This study aims to identify the critical components encountered by state-owned logistics service provider and investigate the transformation initiatives implemented to improve their operations. A mixed-method approach utilized in this study, incorporating quantitative data from 199 respondents analyzed using the Smart Partial Least Squares (PLS) technique, with qualitative data from Focus Group Discussions and secondary data. The results indicate that service quality is a pivotal factor influencing customer satisfaction and loyalty. Many operational issues were uncovered, highlighting previous challenges that led to the company's collapse. This study indicates the strategic transformations implemented to regain competitiveness, encompassing enhancements in service processes and innovations focused on customer needs. Practical ideas are offered to improve service performance, enabling state-owned logistics service providers to maintain customer trust and attain long-term success in an increasingly competitive market. Further, this research contributes to the discussion regarding sustainability by advocating for logistics practices that are efficient, reliable, and customer-centric, which are conducive to the long-term resilience of organizations. These transformations are consistent with the objectives of Sustainable Development Goal 9 (Industry, Innovation, and Infrastructure) by promoting innovation in public service delivery and improving infrastructure. Also, the promotion of sustainable logistics operations that reduce inefficiencies and waste is a way in which the emphasis on service quality and operational enhancements contributes to Goal 12 (Responsible Consumption and Production).
Turnaround Time Efficiency In MRO Industry : A DMAIC Based Evaluation Of Gate System Quality Performance at PT. GMF AeroAsia Luthfi Rofif Labiiba; Anton Mulyono Azis
International Journal of Applied Management and Business Vol. 4 No. 1 (2026)
Publisher : ADPEBI Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/ijamb.v4i1.1473

Abstract

This research was conducted to evaluate the implementation of gate-based quality control in the engine maintenance process to improve turnaround time (TAT) efficiency in the maintenance process. TAT is a key indicator for assessing operational efficiency in the maintenance, repair, and overhaul (MRO) industry and affects customer satisfaction levels. Based on the operational data of PT. GMF AeroAsia for the period 2022-2024, TAT often does not meet the targets set in the service level agreement (SLA). One of the causes is the delay that occurs at gate 4-5 in the gate system. The research conducted used Six Sigma DMAIC to evaluate and identify the root causes of issues occurring in the maintenance process, as well as to examine the influence of factors such as working capital, external vendor causes, and material procurement related to the delays at gate 4-5. The method used in this research employs both quantitative and qualitative approaches by collecting data through historical data, observations, and interviews. The research results indicate that the implementation of Six Sigma DMAIC at gates 4-5 is not yet optimal, with delays predominantly caused by working capital and external vendor issues. This study found a strong correlation between the frequency of delays and the duration of delays with the total TAT. These findings suggest that the integration of Six Sigma DMAIC, supported by Critical Chain Project Management and Reliability Centered Maintenance, could be a solution to improve the efficiency occurring in the gate 4-5, thereby directly enhancing the TAT efficiency.
Co-Authors Abdullah, Karmilah Agus Riyanto Agustin, Annisa Astrie Kusuma Dewi Dewi, Marissa Puspa Fia Dialysa Galuh Sudarawerti Gina Sukma Pertiwi Hasian Hutasoit, Junita Anggelina Irjayayanti, Maya Khairani Ratnasari Siregar Luthfi Rofif Labiiba Luthfiamer, Luthfiamer Maharani, Sarah Maria Apsari Sugiat Maya Irjayanti Maya Irjayanti Mohamad Hadi Prasetyo Muhammad Zulfansyah Maulana Isnoe Pamungkas, Dimas Bayu Pujianto Resi Juariah Susanto Reza Ibrahim Ramadinka Rinjani Tri Wulandari Sampurna, Deden Solehudin Setiawan, M Bagus Prima Silitonga, Elisabet Sutarman Sutarman Sutrisna, Raafi Jaya Terryna Tasya Mizani Wahyuniarti, Widhi Widhi Wahyuniarti Widyacantika, Sarah Ayu Wunas, Gitta Angelina Yuda Pramana