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All Journal JOISIE (Journal Of Information Systems And Informatics Engineering) JURNAL LENTERA BISNIS Jurnal Manajemen Dirgantara Jurnal Publikasi Ilmu Manajemen Warta Penelitian Perhubungan
Dhiani Dyahjatmayanti
sekolah tinggi teknologi kedirgantaraan
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Industrial & Manufacturing Engineering Social Sciences Transportation

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6. Penerapan Manajemen Komplain Pada Pelayanan Penumpang Maskapai Garuda Indonesia Baskoro Harwindito; Alma Putri Lovendang; Dhiani Dyahjatmayanti
Jurnal Manajemen Dirgantara Vol 12 No 1 (2019): Jurnal Manajemen Dirgantara, Juli 2019
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (535.942 KB)

Abstract

Penelitian ini dilakukan untuk mengetahui bagaimana penerapan manajemen komplain pada pelayanan penumpang Maskapai Garuda Indonesia di Bandar Udara Internasional Adisujipto Yogyakarta. Manajemen komplain dalam penelitian ini, Maskapai Garuda Indonesia harus bisa menangani komplain dari penumpang agar tidak terjadi hal-hal yang tidak diinginkan dan citra perusahaan di mata pengguna jasa transportasi tetap baik.. Hasil penelitian menunjukan bentuk-bentuk komplain penumpang pada maskapai Garuda Indonesia di Bandar Udara Internasional Adisujipto Yogyakarta antara lain keterlambatan penerbangan, bagasi rusak, bagasi tertinggal bahkan sampai hilang dan Upaya penanganan petugas Maskapai Garuda Indonesia dalam menangani komplain tersebut dapat melalui media elektronik seperti Contact center Garuda Indonesia, Website , Email, media sosial dan melalui penanganan langsung yang dapat secara langsung disampaikan kepada petugas setiap area check in, boarding gate, lost and found, petugas menunjukkan sikap bahwa menerima komplain dari penumpang, memahami dari sudut pandang penumpang, memahami perasaan penumpang, tidak melakukan perdebatan dengan penumpang, permohonan maaf, empaty, mengidentifikasi permasalahan penumpang dengan menanyakan permasalahan secara mendalam, setelah pengaduan diterima petugas menindaklanjuti komplain, kecepatan dalam penanganan komplain, penumpang mudah menghubungi perusahaan untuk mengajukan komplain.
ANALISIS PENERAPAN LINGKUNGAN BELAJAR SUPORTIF DALAM ORGANISASI PEMBELAJAR STUDI PADA ADIYAKSA GLOVES Dhiani Dyahjatmayanti
Jurnal Manajemen Dirgantara Vol 8 No 2 (2015): Jurnal Manajemen Dirgantara, Desember 2015
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

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Abstract

Perubahan lingkungan bisnis menuntut perusahaan cepat beradaptasi. Untuk mempertahankan kelangsungan hidup, menjadi organisasi pembelajar (learning organization) dibutuhkan oleh perusahaan. Organisasi pembelajar dapat menjadi keunggulan kompetitif yang berkelanjutan bagi perusahaan. Hal ini tentu menjadi perhatian banyak perusahaan, tak terkecuali Adiyaksa Gloves. Adiyaksa Gloves dihadapkan pada tuntutan untuk menjadi organisasi pembelajar karena persaingan yang tinggi di industri sarung tangan. Berdasarkan temuan awal, terdapat indikasi bahwa perusahaan mempunyai permasalahan pada lingkungan belajar. Oleh karena itu, perlu dilakukan analisis lebih lanjut mengenai penerapan lingkungan belajar suportif dalam organisasi pembelajar untuk menjawab tantangan dan permasalahan yang dialami perusahaan saat ini.Tujuan penelitian ini adalah menganalisis penerapan lingkungan belajar suportif dalam organisasi pembelajar di Adiyaksa Gloves di tengah persaingan yang ketat dengan perusahaan sejenis menurut tiga pilar organisasi pembelajar [1]. Selain itu, diharapkan hasil penelitian ini dapat memberikan rekomendasi perbaikan penerapan organisasi pembelajar. Berdasarkan hasil penelitian dan analisis, peneliti menemukan bahwa Adiyaksa Gloves belum menerapkan lingkungan yang mendukung untuk menjadi organisasi pembelajar. Hal ini dikarenakan ada beberapa komponen organisasi pembelajar yang belum dijalankan dengan baik, yaitu perusahaan belum memberikan keterbukaan pada ide-ide baru, gaya kepemimpinan senior masih bersifat top-down dan komunikasi vertikal masih belum berjalan baik.
ANALISIS KUALITAS PELAYANAN CUSTOMER SERVICE PADA INDUSTRI PENERBANGAN MENGGUNAKAN MODEL SERVQUAL Dhiani Dyahjatmayanti; Dini Septiani Putri
Jurnal Manajemen Dirgantara Vol 13 No 2 (2020): Jurnal Manajemen Dirgantara, Desember 2020
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

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Abstract

Penelitian ini memiliki tujuan menganalisis pengaruh kualitas pelayanan customer service terhadap kepuasan pengguna jasa penerbangan dengan menggunakan model SERVQUAL. Selain itu, penelitian ini bertujuan untuk menganalisis variabel yang paling dominan mempengaruhi kepuasan pengguna jasa. Desain penelitian adalah kuantitatif. Penelitian ini menggunakan data primer yaitu berupa hasil pengisian kuisioner yang dibagikan secara acak kepada para pengguna jasa di Bandar Udara Internasional Ahmad Yani Semarang. Metode yang digunakan untuk menganalisis data ialah uji regresi linear berganda, uji parsial dan uji simultan. Hasil penelitian ini menunjukkan bahwa variable-variabel yang mempengaruhi tingkat kepuasan pengguna jasa yaitu tangible (p 0,044), reliability (p 0,037), responsiviness (p 0,029), assurance (p 0,393), empathy (p 0,267). Variabel yang paling dominan mempengaruhi kepuasan pengguna jasa di Bandar Udara Internasional Ahmad Yani Semarang adalah bukti fisik (tangible) dengan nilai beta 0,214.
PENGARUH KEBIJAKAN BAGASI BERBAYAR PADA MASKAPAI LION AIR TERHADAP KEPUASAN PENUMPANG DI BANDAR UDARA DOMINE EDUARD OSOK SORONG Rosa Sthefanny Shalsa Maturbongs; Dhiani Dyahjatmayanti
Jurnal Manajemen Dirgantara Vol 16 No 2 (2023): Jurnal Manajemen Dirgantara, Desember 2023
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56521/manajemen-dirgantara.v16i02.996

Abstract

This thesis research is motivated by the paid baggage system policy implemented by Lion Air airline in 2019. Lion Air is known as an airline whose services use low cost carrier/LCC with cheap ticket prices and waived baggage fees. For the Papua route, Lion Air is the only airline that operates and reaches the interior of Papua with quite expensive ticket prices. With this policy, it might burden the community, especially the lower middle class. The purpose of this research is to determine the influence and how much influence the Lion Air airline's paid baggage policy has on passenger satisfaction at Domine Eduard Osok Sorong Airport. This research uses a quantitative approach with an analysis technique, namely simple linear regression. The results of this research show that the paid baggage policy at Domine Eduard Osok Sorong Airport has a significant effect on passenger satisfaction due to the significance value obtained where T count (20.695) > T table (1.662). T calculated with a significance level of 0.00 < 0.05 and a value of the coefficient of determination of 0.0831, this means that 83.1% of the variation in changes in passenger satisfaction can be explained by the paid baggage policy. So it can be concluded that Ha is accepted and Ho is rejected.
IMPLEMENTATION OF A TELEGRAM BOT FOR REAL-TIME FLIGHT INFORMATION SERVICES AT SOEKARNO-HATTA INTERNATIONAL AIRPORT Faiz Albanna; Dhiani Dyahjatmayanti; Ristiani Ristiani
JOISIE (Journal Of Information Systems And Informatics Engineering) Vol. 9 No. 1 (2025)
Publisher : Institut Bisnis dan Teknologi Pelita Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35145/joisie.v9i1.4979

Abstract

The increasing reliance on smartphones and instant messaging platforms has transformed how information is accessed, especially in public service environments such as airports. This study presents the development and evaluation of a Telegram bot designed to deliver real-time flight information at Soekarno-Hatta International Airport, supporting the Silent Airport initiative. Using the Waterfall development model, the bot was built through structured phases including data analysis, interface design, implementation, testing, and maintenance. The system integrates the AirLabs API and offers users personalized access to arrival, departure, and flight search features. A user experience survey involving 60 participants assessed four indicators using a 5-point Likert scale. The results showed high average scores: usefulness (4.38), ease of use (4.30), user satisfaction (4.30), and user acceptance (4.23). These scores indicate strong user approval, as they approach the maximum value of 5 on the Likert scale. Comparative analysis with traditional Flight Information Display Systems (FIDS) highlights the bot’s strengths in accessibility, personalization, and mobile integration. Despite minor issues with real-time data accuracy, the Telegram bot effectively complements existing airport infrastructure and aligns with evolving digital user behavior. This research supports the potential of instant messaging platforms to enhance public information services within smart airport ecosystems
Analisis Penggunaan Helicopter Stand dalam Menunjang Keamanan dan Keselamatan Penerbangan di Bandar Udara Tjilik Riwut Palangka Raya Yoga Abian Pratama; Dhiani Dyahjatmayanti
Jurnal Publikasi Ilmu Manajemen Vol. 4 No. 2 (2025): Juni: Jurnal Publikasi Ilmu Manajemen
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jupiman.v3i3.4317

Abstract

Tjilik Riwut Palangka Raya Airport is one of the main gateways in Central Kalimantan province. In 2023, the airport will serve around 40,000 passengers, indicating an increase in aviation activity that requires high efficiency in facility management. Helicopters at Tjilik Riwut Airport have an important role in various operations, including medical evacuation, goods delivery and government missions. Currently, helicopters only land in regular commercial aircraft parking areas, which are not specifically designed for helicopter needs. This can cause a buildup of activity, disrupting flight schedules. This research aims to analyze the needs and benefits of building a Helicopter Stand at Tjilik Riwut Airport, as well as assessing its impact on the smooth running of flights. This research uses qualitative methods and the types of data used are primary data and secondary data. The data collection techniques used in this research are observation, interviews and documentation. By using analytical techniques in the form of data reduction, data presentation and conclusions. Testing the validity of the data used in this research is technical triangulation and source triangulation. The results of this research show that the helicopter stand facilities at Tjilik Riwut Airport are currently not fully adequate, it is necessary to reorganize the area to ensure clearer separation between helicopters and commercial aircraft in order to reduce the potential for accidents and avoid the potential for overlapping with other aircraft in the parking stand area.
ANALISIS PENANGANAN BARANG IMPOR BEA CUKAI PADA PERUSAHAAN KARGO UDARA Dhiani Dyahjatmayanti; Aliffadhel Sava Ramadhan
JURNAL LENTERA BISNIS Vol. 15 No. 3 (2026): JURNAL LENTERA BISNIS, SEPTEMBER 2026
Publisher : POLITEKNIK LP3I JAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34127/jrlab.v15i3.2506

Abstract

The author conducted this study in response to findings of obstacles in the import clearance process resulting from discrepancies in HS Code classifications and the application of Prohibitions and Restrictions (LARTAS). The subject of the study was the imported goods AUP PUMP A21-80 AUP. The objectives of the study were to analyze import clearance procedures, identify obstacles, and assess the impact of LARTAS implementation. The research, which was conducted at a company in the Soekarno-Hatta Airport area, employed a qualitative method using a case study approach through interviews, documentation, and observation. The research findings indicate that the implementation of LARTAS in import services is effective as a supervisory tool to ensure that imported goods comply with applicable regulations, safety requirements, and standards. However, it also has negative consequences if there are inaccuracies in the determination of the SPBL. In this case, inefficiencies occurred in terms of both time and cost for import services. In terms of time, goods were held for up to 43 days at the Temporary Storage Facility (TSF). In terms of costs, there was a cost overrun totaling Rp.232,434,947, with storage charges (warehouse rent) amounting to Rp.204,418,200. The conclusion of this study indicates that the smoothness of the import process is greatly influenced by the accuracy of goods classification, the completeness of documentation, and coordination among relevant parties.
Pengaruh Pengalaman Merek terhadap Loyalitas Merek pada Konsumen Maskapai Garuda Indonesia Farah Putri Wenang Lusianingrum; Arif Fakhrudin; Dhiani Dyahjatmayanti
Warta Penelitian Perhubungan Vol. 33 No. 1 (2021): Warta Penelitian Perhubungan
Publisher : Sekretariat Badan Penelitian dan Pengembangan Perhubungan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25104/warlit.v33i1.1617

Abstract

AbstrakPasar penerbangan di Indonesia semakin kompetitif dengan semakin banyaknya maskapai penerbangan komersial yang beroperasi. Bagi konsumen, hal ini menjadi keuntungan karena pilihan maskapai penerbangan yang semakin bervariasi. Sementara bagi maskapai penerbangan, kondisi ini menuntut perusahaan untuk mampu memberikan pengalaman dan pelayanan yang lebih baik guna menjaga loyalitas konsumen agar dapat menguasai pasar. Perusahaan maskapai penerbangan seperti Garuda Indonesia perlu mempertimbangkan pengalaman merek yang dirasakan untuk mempertahankan pelanggannya. Penelitian ini bertujuan untuk menguji pengaruh langsung pengalaman merek terhadap loyalitas merek dan kualitas pelayanan sebagai pemoderasi untuk menyelesaikan masalah perbedaan hasil studi empiris. Metode penelitian yang digunakan adalah kuantitatif. Penentuan sampel penelitian menggunakan metode purposive sampling. Kuesioner dibagikan secara daring kepada responden penelitian dan terdapat 200 responden yang memberikan jawaban secara lengkap. Alat analisis berupa Structural Equation Modeling Warp Partial Least Square 6.0 (SEM Warp PLS) dipilih untuk menguji model pengukuran (validitas dan reliabilitas) dan model struktural (pengujian hipotesis). Hasil studi menunjukkan bahwa pengalaman merek dapat mendorong peningkatan loyalitas merek sebesar 19%. Selain itu, kualitas pelayanan terbukti dapat bertindak sebagai pemoderasi pada pengaruh pengalaman merek terhadap loyalitas merek.Kata Kunci: Kualitas Pelayanan, Pengalaman Merek, Loyalitas Merek, Maskapai Penerbangan. AbstractThe Effect of Brand Experience on Brand Loyalty on Garuda Indonesia Airline Customers: The aviation market in Indonesia is increasingly competitive with the increasing number of commercial airlines operating. For consumers, this is an advantage because of the increasingly varied choices of airlines. Meanwhile, for the airline, this condition requires the company to provide better experience and service to maintain consumer loyalty to dominate the market. Airlines such as Garuda Indonesia need to consider the brand experience to retain consumers. This study aimed to test the direct effect of brand experience to brand loyalty and service quality as moderation to overcome the problem of differences in the results of empirical studies. The research method used was quantitative. The determination of the research sample used a purposive sampling method. The online questionnaire was distributed directly to the respondents and a number of 200 respondents submitted complete answers. The Structural Equation Modeling Warp Partial Least Square 6.0 (SEM Warp PLS) analysis tool was chosen to test the measurement model (validity and reliability) and the structural model (hypothesis testing). The results of the study showed that brand experience could drive an increase in brand loyalty by 19%. Furthermore, service quality was proven to act as moderation on the effect of brand experience on brand loyalty.Keywords: Service Quality, Brand Experience, Brand Loyalty, Airline.
Co-Authors Aliffadhel Sava Ramadhan Alma Putri Lovendang Baskoro Harwindito Dini Septiani Putri Faiz Albanna Fakhrudin, Arif Farah Putri Wenang Lusianingrum Ristiani Rosa Sthefanny Shalsa Maturbongs Yoga Abian Pratama