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All Journal Jurnal Bisnis dan Ekonomi Jurnal Manajemen Bisnis Jurnal Manajemen & Keuangan Kinerja: Jurnal Ekonomi dan Manajemen Forum Ekonomi : Jurnal Ekonomi, Manajemen dan Akuntansi Inovasi : Jurnal Ekonomi, Keuangan, dan Manajemen Jurnal Inovasi Bisnis (Inovbiz) ISOQUANT : Jurnal Ekonomi, Manajemen dan Akuntansi Warta Penelitian Perhubungan Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship Jurnal Manajemen Dirgantara Jurnal Kewarganegaraan Jurnal Publikasi Ekonomi dan Akuntansi Jurnal Multidisiplin Madani (MUDIMA) QISTINA: Jurnal Multidisiplin Indonesia Aurelia: Jurnal Penelitian dan Pengabdian Masyarakat Indonesia Journal of Education Technology Information Social Sciences and Health Jurnal Kajian dan Penelitian Umum Journal of Economics and Public Health VISA: Journal of Vision and Ideas Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Journal of Humanities Education Management Accounting and Transportation Amwaluna: Jurnal Ekonomi dan Keuangan Syariah Journal of Ekonomics, Finance, and Management Studies INOVASI: Jurnal Ekonomi, Keuangan, dan Manajemen Jurnal Rekayasa Mesin Warta Penelitian Perhubungan Jurnal Publikasi Ekonomi dan Akuntansi
Fakhrudin, Arif
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Pengaruh Pelayanan Unit Costumer Service dan Informasi terhadap Kepuasan Pelanggan PT Angkasa Pura Indonesia di Bandar Udara Adi Soemarmo Boyolali Rohmadhani, Affit Aulia; Fakhrudin, Arif
Jurnal Manajemen Dirgantara Vol 18 No 2 (2025): Jurnal Manajemen Dirgantara, Desember 2025
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56521/manajemen-dirgantara.v18i2.1418

Abstract

This study aims to analyze the influence of Customer Service and Information unit services on customer satisfaction at PT Angkasa Pura Indonesia at Adi Soemarmo Airport, Boyolali. The method used is quantitative through a survey of 100 respondents who have used the service. Data analysis was carried out by testing validity, reliability, normality, linearity, simple linear regression, t-test, and coefficient of determination (R²) using SPSS. The results of the validity test indicate that all questionnaire items are valid, and the reliability test shows reliability. The data is stated to be normally distributed. The results of the regression test indicate that Customer Service and Information unit services have a significant effect on customer satisfaction, with a significance value of <0.05 and a coefficient of determination of 0.455. This means that 45.5% of customer satisfaction is explained by service variables, while the rest is influenced by other factors. The conclusion of this study is that improving the quality of Customer Service and Information services has an important role in increasing customer satisfaction in the airport environment.
Pengaruh K3 dan Kompensasi terhadap Kinerja Karyawan Bandara SAMS Balikpapan Rukwan, Sridayanti; Fakhrudin, Arif
QISTINA: Jurnal Multidisiplin Indonesia Vol 4, No 2 (2025): December 2025
Publisher : CV. Rayyan Dwi Bharata

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57235/qistina.v4i2.6836

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh Keselamatan dan Kesehatan Kerja (K3) serta Kompensasi terhadap Kinerja Karyawan di PT. Angkasa Pura I Bandara Internasional Sultan Aji Muhammad Sulaiman Sepinggan Balikpapan. Metode yang digunakan adalah pendekatan kuantitatif dengan teknik survei. Responden berjumlah 98 orang yang dipilih melalui purposive sampling. Pengumpulan data dilakukan dengan kuesioner berskala Likert, dan data dianalisis menggunakan regresi linear berganda. Hasil penelitian menunjukkan bahwa K3 dan Kompensasi secara parsial maupun simultan berpengaruh positif dan signifikan terhadap kinerja karyawan. Nilai koefisien determinasi (R²) sebesar 0,870 mengindikasikan bahwa 87% variasi kinerja karyawan dapat dijelaskan oleh kedua variabel bebas tersebut. Temuan ini menunjukkan bahwa penerapan K3 yang optimal dan kompensasi yang adil merupakan faktor penting dalam meningkatkan produktivitas dan kualitas kerja di sektor transportasi udara.
The Influence of Reward and Punishment on Employee Performance at Komodo Labuan Bajo Airport. Maria Komang Devi Bengan Demon; Arif Fakhrudin
Jurnal Publikasi Ekonomi dan Akuntansi Vol. 3 No. 3 (2023): September : Jurnal Publikasi Ekonomi dan Akuntansi
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51903/jupea.v3i3.1175

Abstract

Komodo Labuan Bajo Airport is one of the airports located in East Nusa Tenggara. In addition to the importance of airport development, human resources are also one of the assets that the company pays close attention to. Human resources are a supporting factor for the success of a business sector. Because employees are a very important asset for airport provider companies, companies must pay attention to the obligations that employees deserve, namely rewards and punishments as an effort to be able to create optimal and satisfying employee performance. This research was conducted to find out whether there is an effect of reward and punishment on the performance of Komodo Labuan Bajo airport employees. This research was processed using quantitative research methods, with a research instrument, namely a questionnaire. The results of the study show that: 1) Reward has a partial effect on the performance of Komodo Labuan Bajo airport employees. 2) Punishment has a partial effect on the performance of Komodo Labuan Bajo airport employees. 3) Reward and punishment have a simultaneous effect on the performance of Komodo Labuan Bajo airport employees. 4) Rewards have a more dominant effect on the performance of Komodo Labuan Bajo airport employees.
The Impact of Transformational Leadership and Creative Partnerships on Innovation Dynamics and Organizational Performance Kifni Yudianto; Maria Valeria Roellyanti; Fakhrudin, Arif
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 7 No. 6 (2025): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v7i6.7522

Abstract

This study aims to investigate and uncover the important role of transformational leadership as well as the dynamics of creative partnerships in an organizational context. The main focus of the study is to identify the impact generated by the interaction between transformational leadership and creative partnerships on innovation levels and organizational performance. This study used a quantitative approach. Cross-sectional research designs are used to evaluate relationships between variables. The study population was members of business organizations spanning different levels of office. The study sample consisted of 120 respondents randomly selected from the population. Distribution of questionnaires online or in person to selected respondents, by providing clear instructions to respondents regarding filling out questionnaires. The collected data is processed using Structural Equation Modeling (SEM) through AMOS software. The results show that transformational leadership is significantly associated with creative partnership dynamics, innovation, and organizational performance. The dynamics of creative partnerships are also significantly related to innovation. However, the relationship between creative partnership dynamics and organizational performance was not significantly confirmed. The findings reinforce the importance of leaders' roles in creating work environments that support collaboration and creativity. In addition, the significant relationship between Innovation and Organizational Performance emphasizes the importance of innovation in improving overall performance. In addition, organizations should pay attention to transformational leadership development to drive innovation and better performance. Leadership training that focuses on the ability to inspire, support, and facilitate creative collaboration can be an effective strategy.
Attributes Influencing Brand Loyalty: A Study of Products, Services, and Purchases Djaelani Susanto; Kifni Yudianto; Arif Fakhrudin
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 7 No. 8 (2025): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v7i8.8408

Abstract

The quality of goods and service is determined by the customers. Therefore, customer satisfaction can be achieved bu giving a good quality. Providing customer satisfaction, measuring it and identifying the factors contributing the customer satisfaction is necessary. In conventional marketing, many marketers believe that the customers loyalty upon a product depends on the customers satisfaction. During the time, the marketers recognize that customer loyalty is the drine to make purchase. This study tests the effect from attribute related to the product, attribute related to the service, attribute related to the purchase towards the brand loyalty on Rent cars Murni. The independent variable involves attribute related to the product, attribute related to the service, attribute related to the purchase. The dependent variable in this study is the brand loyalty. The result of the ANOVA test on the F-test shows that there is significant effect from attribute related to the product, attribute related to the service, attribute related to the purchase towards the brand loyalty on Murni car rental.
Advances in Service Quality Measurement: Insights from Higher Education Fakhrudin, Arif; Fakhrudin , Arif; Roellyanti , Maria Valeria
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 8 No. 1 (2026): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v8i1.10245

Abstract

This study aims to identify and analyse the dimensions of higher education service quality that have evolved globally within the context of higher education institutions. Research on service quality has progressed from the SERVQUAL framework to the emergence of alternative models that are adapted to the unique conditions of higher education. By examining service quality in this sector, valuable insights can be obtained regarding institutional performance and the level of student satisfaction. This study employs a systematic literature review of international publications sourced from reputable databases (Emerald, Wiley, Springer, Taylor & Francis, and Sage Publishing) to capture global trends in the conceptualization of service quality dimensions in higher education. The analysis reveals six major conceptual developments of measurement models, formulated under various acronyms, with the seven-dimension model appearing most frequently, particularly in the Emerald database. Most of these developments represent evaluations and adaptations of earlier frameworks. The findings highlight the need for further research to establish more authentic conceptual dimensions that reflect the distinctive characteristics of higher education while integrating a broader perspective from multiple service stakeholders.
Advances in Service Quality Measurement: Insights from Higher Education Fakhrudin, Arif; Fakhrudin , Arif; Roellyanti , Maria Valeria
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 8 No. 1 (2026): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v8i1.10245

Abstract

This study aims to identify and analyse the dimensions of higher education service quality that have evolved globally within the context of higher education institutions. Research on service quality has progressed from the SERVQUAL framework to the emergence of alternative models that are adapted to the unique conditions of higher education. By examining service quality in this sector, valuable insights can be obtained regarding institutional performance and the level of student satisfaction. This study employs a systematic literature review of international publications sourced from reputable databases (Emerald, Wiley, Springer, Taylor & Francis, and Sage Publishing) to capture global trends in the conceptualization of service quality dimensions in higher education. The analysis reveals six major conceptual developments of measurement models, formulated under various acronyms, with the seven-dimension model appearing most frequently, particularly in the Emerald database. Most of these developments represent evaluations and adaptations of earlier frameworks. The findings highlight the need for further research to establish more authentic conceptual dimensions that reflect the distinctive characteristics of higher education while integrating a broader perspective from multiple service stakeholders.
The Impact of Value Co-Creation on Customer Satisfaction with Customer Participation as a Mediator Arif Fakhrudin; Kifni Yudianto; Djaelani Susanto
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 6 No. 6 (2025): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v6i6.7405

Abstract

This research aims to understand the role of customer participation and value co-creation in enhancing customer satisfaction. The importance of student satisfaction during their academic journey is highlighted through the value creation process in education. This value creation requires participation between students and educators, which encompasses various behaviors, each playing a significant role in shaping customer perceptions regarding the process and outcomes tied to specific service contexts. In particular, information sharing, responsible behavior, and voluntary in-role feedback are found to be especially important in educational services for achieving student satisfaction during their studies in higher education. This study employs a quantitative method using purposive sampling as the sampling technique. The respondents involved in the research are 100 final-year students at STTKD Yogyakarta. The data analysis technique utilized is Smart PLS version 3.3. The results of this study indicate that customer participation, which includes information sharing, responsible behavior, and voluntary in-role feedback, has a positive and significant impact on value co-creation. The study also reveals that value co-creation positively and significantly influences customer satisfaction.
Consumer Satisfaction Using Airlines in Indonesia is Influenced by Several Factors Fakhrudin, Arif; Kifni Yudianto; Djaelani Susanto
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 6 No. 5 (2025): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v6i5.7424

Abstract

This study aims to analyze the effect of service quality through (tangible, reliability, responsiveness, assurance, and empathy) to customer satisfaction. This study uses independent variables, namely tangible, reliability, responsiveness, assurance, and empathy with dependent variable, customer satisfaction. After literature and field reviews and hypothesis formulation, the data in this study were collected through distributing questionnaires to 100 people using the Lion Air airline as a research sample. The sampling technique used was purposive sampling. The data analysis method used is a quantitative analysis of the validity and reliability test, multiple regression analysis, t test and f test and the determinant coefficient. The results of this study indicate that the indicators in this study are valid and reliable. In the tangible hypothesis test, reliability, responsiveness, assurance and empathy have a significant effect on consumer satisfaction partially and simultaneously. The determinant coefficient test results in this study obtained a determinant value of 0.326 which means that the magnitude of the influence of tangible variables (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5) on customer satisfaction variables (Y) are by 32,6%.
Co-Authors Aditya Dewantari Affifah Dhiyaa Mahdianah Ananda Zahra Salsabil Awan Awan, Awan Ayu Indriyani Cahayani Asira Putri Cindy Chrestina Apriana Tinggam Dafa, Haidar Defi Agustina Indraswari Dewantari, Aditya Dhiani Dyahjatmayanti Dhiani Dyahjatmayanti Dian Rahmiyati Andayani Djaelani Susanto Ela Rosada Vebrianti Erlyn Herliana Farah Putri Wenang Lusianingrum Fatmawati , Indah Fatmawati, Indah Habib Darul Aminuddin Hodi Husnul Khotimah Ika Nurul Qomari imamudin yuliadi Inayah Inayah Julia, Fitri Kifni Yudianto Kifni Yudianto Kifni Yudianto Liyya Apriliyeendy Lu`luatul Fuadah Manasikana, Arina MARIA BINTANG Maria Komang Devi Bengan Demon Maria Komang Devi Bengan Demon Maria Valeria Roellyanti Maria Valeria Roellyanti Maria Valeria Roellyanti Meliyani Isnaya Melly A D, You She Nurul Rahman Nuryakin, Nuryakin Pabundu, Chintya Angel Putri, Dwi Febriyanti Roellyanti , Maria Valeria Rohmadhani, Affit Aulia Rukwan, Sridayanti Safira Fitri Subagiya, Didik Sudirman Hi Umar Sutarwati, Sri Suyanto , M. Talbia Elewarin Tridaya, Tiara Utami C S, Noviana Wahyu Fajar Suci Widagdo, Djoko You She Melly A.D You She Melly A.D You She Melly Anne Dharasta Yudianto, Kifni Yulia Aji Puspitasari Yuliani Yuliani