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All Journal Warta Ardhia : Jurnal Perhubungan Udara Syntax Literate: Jurnal Ilmiah Indonesia Jurnal Ekonomi Manajemen Sistem Informasi Jurnal Penelitian Transportasi Laut Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Jurnal Locus Penelitian dan Pengabdian Nautical: Jurnal Ilmiah Multidisiplin Indonesia Jurnal Manajemen Bisnis Transportasi dan Logistik Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Ranah Research : Journal of Multidisciplinary Research and Development Jurnal Pengabdian Sosial Jurnal Inovasi Global Jurnal Penelitian Transportasi Darat Jurnal Sistem Transportasi & Logistik
Yana Tatiana, Yana
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Religion Aerospace Engineering Humanities Astronomy Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Transportation Other

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Analisis Pengaruh Efektivitas Penerapan Teknologi Biometrik, Persepsi Kegunaan, dan Persepsi Kemudahan terhadap Peningkatan Penggunaan Teknologi Biometrik di Bandara dengan Kepuasan Pelanggan sebagai Variabel Intervening Fikri, Muhammad; Setia Kurniawan, Jermanto; Tatiana, Yana; Abidin, Zaenal
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/syntax-literate.v10i5.59090

Abstract

This study aims to analyze the effectiveness of the application of biometric technology, the perception of usability, and the perception of ease of use on the increase in the use of biometric technology at airports, with customer satisfaction as an intervening variable. Although biometric technologies such as facial recognition and fingerprints have been shown to improve aviation efficiency and security in various countries, their adoption rate in Indonesia is still low. This study uses a quantitative approach with a survey method of 200 respondents using the biometric system at Soekarno-Hatta Airport. The research instrument was tested for validity and reliability, and the data were analyzed using multiple linear regression and the Sobel mediation test. The results showed that the effectiveness of implementation, usability perception, and convenience perception significantly affected the increase in the use of biometric technology, with usability perception as the dominant factor. Customer satisfaction has been shown to strengthen the relationship between these three variables and technology adoption. These findings show that convenience, speed of service, and clarity of the benefits of technology are key factors in encouraging users to return to using biometric systems. The practical implications of this study include recommendations for simplifying the interface, improving user literacy, and strengthening data protection regulations. This research contributes to the development of the transportation management literature and reception technology and provides a foundation for policymakers to increase public confidence in biometric services in the aviation sector.
Building Orchestration of the Logistics Industry Through the Creation of a Services Ecosystem in Indonesian Freight Forwarder Companies Setia Wiguna, Esa; Thamrin, HM.; Abdul Majid, Suharto; Tatiana, Yana
Dinasti International Journal of Economics, Finance & Accounting Vol. 5 No. 4 (2024): Dinasti International Journal of Economics, Finance & Accounting (September - O
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v5i4.3073

Abstract

Abstract: In the last seven to eight years, there have been three disruptions at once: Digital Disruption, Millennial Disruption, and Pandemic Disruption. Relevant to the three disruptions which are also accompanied by changes in consumer behavior, the freight forwarding industry in Indonesia needs to transform from services product to services ecosystem. This can provide value to stakeholders in the freight forwarding industry in particular and the logistics industry in general, including transportation service providers (land, sea, air, train), warehousing, stevedoring, heavy equipment rental, custom clearance handling, banking, digital payment services, quarantine services, and the customers themselves. This study aims to gain a deeper and more understanding of Service Quality, Brand Image, and Price, in the creation of a services ecosystem in Indonesian Freight Forwarding Companies to build an orchestration of the stakeholders in the Logistics Industry. Keyword: Keywords: Service Quality, Brand Image, Price, Ecosystem, Freight Forwarding, Orchestration, Creation.
PERAN MEDIASI MOTIVASI KERJA DALAM HUBUNGAN ANTARA PELATIHAN, BUDAYA ORGANISASI DAN KINERJA KARYAWAN PT .KGX Miranti, Gendis Ayu; Saribanon, Euis; Tatiana, Yana
Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA) Vol 9 No 3 (2025): Edisi September - Desember 2025
Publisher : LPPM STIE Muhammadiah Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31955/mea.v9i3.6592

Abstract

Pelatihan kerja dan budaya organisasi memiliki peran penting dalam membentuk kinerja pegawai, meskipun dampaknya kerap dipengaruhi oleh tingkat motivasi kerja individu. Penelitian ini bertujuan untuk menelaah keterkaitan antara pelatihan kerja dan budaya organisasi terhadap kinerja karyawan di PT. Sirkulasi Kompas Gramedia (KGX) dengan motivasi kerja sebagai variabel perantara. Melalui analisis menggunakan metode SEM-PLS terhadap 51 responden, diperoleh hasil bahwa pelatihan kerja tidak memberikan pengaruh yang signifikan terhadap motivasi maupun kinerja. Sebaliknya, budaya organisasi menunjukkan pengaruh yang signifikan terhadap motivasi kerja, sementara motivasi terbukti berkontribusi positif terhadap peningkatan kinerja sekaligus berperan sebagai mediator antara budaya organisasi dan kinerja. Oleh karena itu, penguatan budaya organisasi serta peningkatan motivasi kerja menjadi aspek utama dalam upaya meningkatkan kinerja karyawan.
Analysis of the Influence of Service Innova-Tion Aspects, Rates, With the Mediation of Trust Level on Inter-City Inter-Province Bus Ticket Purchase Retention (Case Study of PO Sinar Jaya) Yulianto, Eko; Abidin, Zaenal; Subastian, Djamal; Marlita, Devi; Tatiana, Yana
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 3 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (Januari - Februari 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i3.7259

Abstract

This study aims to analyze the impact of service innovation, pricing, and trust on ticket purchase retention for intercity and interprovincial (AKAP) buses at PO Sinar Jaya. Despite the increasing number of passengers, ticket purchase retention remains suboptimal, and the load factor is only 50%, far below the ideal standard of 70%. This phenomenon suggests that factors beyond passenger volume, such as service innovation and pricing policies, play a crucial role in influencing customer loyalty. The research employs a descriptive method with a quantitative approach. The study population consists of all PO Sinar Jaya passengers in 2023, totaling 5,635,602 passengers. The sampling technique used is Random Purposive Sam-pling. The sample size is determined using Hair’s (2020) formula, based on the number of research indicators. Data was collected through questionnaires, and analysis was conducted using the Structural Equation Modeling (SEM) method with SmartPLS software. The results indicate that service innovation positively influences trust and ticket purchase retention, whereas pricing does not significantly impact trust but positively affects ticket purchase retention. Additionally, trust plays a crucial role in enhancing purchase retention. The findings highlight the importance of service innovation and competitive pricing strategies in improving customer loyalty at PO Sinar Jaya.
Analysis of the Influence of Service Quality and Supporting Airport Facilities on Customer Satisfaction at Halim Perdanakusuma Airport Nugraha, Rizko Endra; Kurniawan, Jermanto Setia; Pahrudin, Cecep; Marina, Sandriana; Tatiana, Yana
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.v7i1.6367

Abstract

Halim Perdanakusuma Airport has seen a significant rise in passenger traffic in the post-COVID-19 period, creating an urgent need to improve terminal facilities and service quality. Despite these developments, users continue to report dissatisfaction with various aspects of airport services and infrastructure. This study aims to examine the effect of terminal facilities and service quality on passenger satisfaction. Using a quantitative approach, data were collected through surveys and analyzed with multiple linear regression via SPSS. The independent variables include electronic facilities (X1), IT facilities (X2), infrastructure facilities (X3), electrical facilities (X4), and service quality (X5), while passenger satisfaction serves as the dependent variable (Y). The results show that all independent variables have a positive and significant influence on passenger satisfaction, both individually and simultaneously. Among these, electronic facilities and service quality have the most dominant impact. The F-test supports the model’s validity, confirming that the combination of variables significantly influences satisfaction levels. These findings highlight the importance of a comprehensive service strategy that integrates technology, infrastructure, and human interaction to enhance overall service quality in the aviation sector.
Model of The Effect of Facilities, Service Quality Through Passenger Trust on Customer Satisfaction at Terminal 3 Soekarno–Hatta Airport In 2025 Dilalailaty, Dilalailaty; Pahrudin, Cecep; Tatiana, Yana
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 5 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (Mei - Juni 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i5.8059

Abstract

This study aims to analyze the effects of facilities and service quality on customer satisfaction, with customer trust as a mediating variable, at Terminal 3 of Soekarno–Hatta International Airport in 2025. A quantitative approach with a survey method was employed. Data were collected through questionnaires distributed to 280 passengers using Terminal 3. The data were analyzed using Structural Equation Modeling based on Partial Least Squares (SEM-PLS). The results show that facilities and service quality have a positive and significant effect on customer satisfaction and customer trust. Customer trust also has a positive and significant effect on customer satisfaction. Furthermore, customer trust significantly mediates the relationship between facilities, service quality, and customer satisfaction. These findings indicate that improving passenger satisfaction requires not only better facilities and service performance but also the ability of airport management to build and maintain passenger trust.
Co-Authors Abdul Majid, Suharto Adi, Erman Noor Affiat, Muhammad Riza Agusinta, Lira Aji, Adnan Bayu Andini, Dinda Ayu Aradena, Athallah Aqil Ghani Halim ARIF KURNIAWAN Aswanti Setyawati Azizul, Azizul Budi Karyono, Aris Cecep Pahrudin, Cecep Charles AN, Charles Devi Marlita, Devi Dilalailaty, Dilalailaty Edhie Budi Setiawan, Edhie Budi EKO YULIANTO Euis Saribanon, Euis Gasing, Umar Handayani , Susanty Handayani, Sri Heni Pujiastuti Ichwan, Gema Akbar Jermanto Setia Kurniawan, Jermanto Setia Jonathan Jonathan Juliater Simamarta Keswara, Yoga Setia Malisan, Johny Manurung, Laurensius Meianto, Subangkit Miranti, Gendis Ayu Muhammad Fikri Nofrisel, Nofrisel Nugraha, Rizko Endra Ozali, Imam Perwitasari, Erni Pratiwi Prasadja Ricardianto, Prasadja Purbanuara Parlindungan Sitorus Puspita, Sesaria Mardhiani Rachma Rahfi, Muhamad Sauqi Sandriana Marina Saputra, Datep Purwa Sari, Darmika Setia Kurniawan, Jermanto Setia Wiguna, Esa Sihombing, Theresia Glory Sarce Sijabat, Eduard Alfian Syamsya Siti Maemunah Situmeang, Atika Hartari Sri Rahardjo Subastian, Djamal Sudjanadi, Sudjanadi Suhalis, Adenan Suharto Abdul Majid Sulistyaningsih, Erny Suryobuwono, Abdullah Ade Tampubolon, Manahan Parlindungan Taufik Perdana Budiman, Bambang Thamrin, HM. Wahyuningtias , Nida Handamari Wardhono, Djarot Tri Widodo, Erna Wiguna, Esa Setia Yosi Pahala, Yosi Yuliantini Yuliantini Zaenal Abidin Zaroni, Zaroni Zulkifli Zulkifli