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All Journal Journal of Consumer Science JURNAL MANAJEMEN TRANSPORTASI & LOGISTIK Jurnal Manajemen Pelayanan Publik Warta Ardhia : Jurnal Perhubungan Udara Jurnal Komunikasi Warta Penelitian Perhubungan Jurnal Bisnis dan Akuntansi Dinasti International Journal of Management Science Jurnal Ekonomi Manajemen Sistem Informasi Dinasti International Journal of Education Management and Social Science JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Ilomata International Journal of Management Dinasti International Journal of Digital Business Management Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Ilomata International Journal of Management Jurnal Manajemen Mandiri Saburai (JMMS) Jurnal Manajemen Bisnis Transportasi dan Logistik Annals of Human Resource Management Research Journal of Accounting and Finance Management (JAFM) Jurnal Ilmu Multidisplin Jurnal Manajemen dan Pemasaran Jasa Journal of Business Studies and Management Review IIJSE JURNAL ABDIMAS TRANSPORTASI & LOGISTIK Jurnal Pengabdian Masyarakat dan Penelitian Terapan Proletarian : Community Service Development Journal
Juliater Simamarta
Institut Transportasi Dan Logistik Trisakti
Agriculture, Biological Sciences & Forestry Arts Humanities Automotive Engineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Transportation Other

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Airline Service Delays And The Impact On Customer Perceptions, Switching Intentions And Negative Word Of Mouth Juliater Simarmata; Ridho Bramulya Ikhsan; Hartiwi Prabowo; Yuniarty Yuniarty; Dewulf Wouter
WARTA ARDHIA Vol 48, No 2 (2022)
Publisher : Badan Kebijakan Transportasi, Kementerian Perhubungan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25104/wa.v48i2.483.1-11

Abstract

This research examines the influence of service delay on negative emotions and its result on switching plans and negative word of mouth as customer behavior. The survey was conducted on customers who have undergone delays in LCC airlines in Indonesia. The respondents' total number was 383, and the questionnaire responses were analyzed using SEM and mediation testing. As a result, this study accepts all the hypotheses that service delay affects anger and worry, and its impact on switching intention behavior and negative word of mouth. This research provides insight into how airlines can manage and improve their service policies to minimize service delays.
Pengaruh Citra Merek dan Kualitas Layanan Terhadap Kepuasan Pelanggan Kargo dan Dampaknya atas Loyalitas Pelanggan Pada PT Citilink Indonesia Octoriviano, Fajar Adhitia; Simarmata, Juliater; Pahala, Yosi; Setiawan, Agus; Saribanon, Euis
Jurnal Manajemen Bisnis Transportasi dan Logistik Vol 8, No 2 (2022): Desember
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/j.mbtl.v8i2.1375

Abstract

Effort to maintain and increase customer loyalty, companies must pay attention to the brand image that is built, ensure consistent, and focus on overall customer satisfaction. Thus, the company can obtain long-term benefits from loyal customers and has the potential for sustainable business growth in the cargo industry. This study aims to analyze whether there is an influence of brand image, service quality, and customer satisfaction on customer loyalty on Citilink Indonesia Cargo customers using a quantitative method, with research samples taken based on the Slovin formula. This research provides important insights for cargo companies in developing effective marketing strategies. Uses technical analysis of the Structural Equation Model (SEM). The results of the study concluded that there was no direct effect of brand image on customer loyalty. There is a direct effect of service quality on customer satisfaction. There is a direct effect of brand image on customer loyalty. There is no direct effect of customer satisfaction on customer loyalty. There is no evidence that brand image indirectly affects customer loyalty through customer satisfaction. There is an influence of service quality indirectly affecting customer loyalty through customer satisfaction.
Efektifitas Pengelolaan Manajemen Pergudangan Terhadap Sistem Distribusi Beras pada Pemerintah Daerah DKI Jakarta Heryadi, Muhammad Heri; Nofrisel, Nofrisel; Sugiharti, Endang; Simarmata, Juliater; Anggara, Dian Christopher
Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Vol 11, No 1 (2024): Maret
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/j.mtl.v1i1.1368

Abstract

DKI Jakarta experienced the rice production deficit of 99.61% in 2020. The problem arised because DKI Jakarta could fulfill its rice necessity from other cities and the poor management of the warehouse and distribution system. The aim of the study is to propose a warehouse management to improve the effective distribution system. The study used qualitative descriptive research method. There were 16 officials of the warehouse management and distribution system in PT. Tjipinang Jaya Food Station as the participants. The data was processed using the credibility, transferability, dependability and confirmability tests approaches. The results of the study indicate that the warehouse management and distribution system in PT. Tjipinang Jaya Food Station is considered ineffective and inefficient in improving food security operation in DKI Jakarta. The evidence found is the absorption or the less than demand purchase of the product, which is 2,665 tons with a total demand of 688,226 tons. The problem with inequality distribution, decreased quantity in the distribution process, raw materials received delay, unfulfilled delivery of finished material to consumers and uncertainty of the warehouse utilization planning are factors needed to be restored continuously in the future.
Niat Beli Ulang Melalui Keputusan Pembelian pada Perusahaan Freight Forwarding Hidayaatullah, Mukhlis; Tampubolon, Manahan; Simarmata, Juliater; Soekirman, Atong; Fachrial, Peppy
Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Vol 10, No 3 (2023): NOVEMBER
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/j.mtl.v10i3.1189

Abstract

Customers’ dissapointment of unsatisfactorily previous service make them reluctant to re-use the same service in the future. The purpose of the study is to determine and analyze the direct and indirect effect of service quality and corporate image on repurchase intention at shipping service company of PT DHL Global Forwarding Indonesia through purchasing decision. In this study, the random sampling technique using Slovin was used and resulted in a total sample of 135 customers. The analysis tool used SmartPLS application. The result of the study shows that purchasing decision has a positive direct effect on repurchase intention with a positive and significant relationship. The other hypothesis resulted that there is an indirect effect between service quality and corporate image on repurchase intention through purchasing decision, with a positive but not significant relationship. While, corporate image also has an indirect effect on repurchase intention through purchase decision with a positive and significant relationship. However, both service quality and corporate image have no direct effect on repurchase intention, with a positive but not significant relationship.
Measuring the Level of Customer Satisfaction at Soekarno Hatta Airport Departure Terminal 3 Budi Karyono, Aris; Simarmata, Juliater
Dinasti International Journal of Management Science Vol. 5 No. 6 (2024): Dinasti International Journal of Management Science (July - August 2024)
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijms.v5i6.2474

Abstract

The article measuring the level of customer satisfaction at Soekarno Hatta Airport Departure Terminal 3 is a scientific literature review article within the scope of marketing management science. This article aims to create a hypothesis regarding the relationship between factors, which can then be used for further research in the field of human resource management. Descriptive qualitative research methodology was used in this research. The data used in this research comes from previous research which is still relevant to the current investigation. Data was collected from leading academic online platforms, including Publish or Perish, Google Scholar, digital reference books, and Sprott journals. The findings of this research are as follows: 1) The speed of check-in counter service influences customer satisfaction at Soekarno Hatta departure terminal 3; 2) Terminal 3 airport waiting room facilities influence customer satisfaction at Soekarno Hatta airport departure terminal 3; and 3) Customer complaint service influences customer satisfaction at Soekarno Hatta Departure Terminal 3.
Analysis of Factors Causing Low-Cost Carrier Airlines' Customer Satisfaction at Soekarno Hatta Airport Koharudin, Muhammad; Simarmata, Juliater
Dinasti International Journal of Digital Business Management Vol. 5 No. 4 (2024): Dinasti International Journal of Digital Business Management (June - July 2024)
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijdbm.v5i4.2476

Abstract

The scientific literature review article entitled Analysis of Factors Causing Customer Satisfaction of Low-cost Carrier Airlines at Soekarno Hatta Airport is in the domain of marketing management science. The purpose of this article is to formulate a hypothesis regarding the interrelationship of various aspects, which will then be used as a basis for further research in the field of human resource management. This research uses a qualitative descriptive research methodology. The data used in this research comes from previous research which is still relevant to this research. Information is collected from leading scientific online platforms, such as Publish or Perish, Google Scholar, digital reference books, and the journal Sprott. The results obtained from this research are presented as follows: 1) Punctuality of flight times influences customer satisfaction of low-cost carrier airlines at Soekarno Hatta Airport; 2) The service quality of low-cost carrier airlines influences customer satisfaction of low-cost carrier airlines at Soekarno Hatta Airport; and 3) Aviation safety standards influence customer satisfaction of low-cost carrier airlines at Soekarno Hatta Airport.
The Influence of Airline Service Quality, Punctuality of Flight Times, and Brand Image on Passenger Loyalty at Soekarno Hatta Airport Achmad, Achmad; Simarmata, Juliater; Candra Susanto, Primadi
Dinasti International Journal of Digital Business Management Vol. 5 No. 4 (2024): Dinasti International Journal of Digital Business Management (June - July 2024)
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijdbm.v5i4.2482

Abstract

The article on the influence of airline service quality, flight punctuality and brand image on passenger loyalty at Soekarno Hatta Airport is a scientific literature article within the scope of marketing management science. The purpose of this writing is to build a hypothesis regarding the influence between variables which can later be used for further research within the scope of human resource management. The research method used is descriptive qualitative. Data was obtained from previous research that is relevant to this research and sourced from academic online media such as Publish or Perish, Google Scholar, digital reference books and the journal Sinta. The results of this article are: 1) Airline service quality influences passenger loyalty at Soekarno Hatta Airport; 2) Punctuality of flight times influences passenger loyalty at Soekarno Hatta Airport; and 3) Brand image influences passenger loyalty at Soekarno Hatta Airport.
Factors That Influence Increased Revenue: Baggage Drop Services, Determining Flight Time Slots, and Selection of Tenants Yudistiawan, Yudistiawan; Permana, Verry Rizki; Simarmata, Juliater
Dinasti International Journal of Digital Business Management Vol. 5 No. 4 (2024): Dinasti International Journal of Digital Business Management (June - July 2024)
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijdbm.v5i4.2485

Abstract

Article on factors that influence increasing revenue: baggage drop service, determining flight time slots, and tenant selection within the scope of marketing management science. This article aims to create hypotheses regarding the relationship between factors, which can then be used for further research in the field of marketing management. The research method used in this research is descriptive qualitative. The data used in this research comes from previous research which is still relevant to the current investigation. Data was collected from leading academic online platforms, including Publish or Perish, Google Scholar, digital reference books, and Sprott journals. The results of this literature research include: 1) Baggage drop services have an effect on increasing revenue; 2) Determining the flight slot time has an effect on increasing revenue; and 3) Tenant selection has an effect on increasing revenue.
Customer Satisfaction and Logistics Company Reputation through Supply Chain Disruption Management Saribanon, Euis; Simarmata, Juliater; Yuliantini, Yuliantini; Wardana, Aditya; Ramdhany, M.Arief
Jurnal Manajemen Pelayanan Publik Vol 8, No 2 (2024): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v8i2.51109

Abstract

Operations and supply chains of logistics companies can be disrupted by unplanned or unanticipated events. The purpose of this study is to determine the description of SCDM, customer satisfaction, and reputation of logistics companies in Jakarta, and to confirm the direct and indirect effects of SCDM on customer satisfaction and reputation of logistics companies in Jakarta. This research uses quantitative research methods. This study uses a questionnaire with a Likert scale with intervals of 1-9. Data were collected through questionnaires and analyzed using Partial Least Square (PLS). The findings of this study are (1) SCDM positively affects customer satisfaction; (2) SCDM affects corporate reputation directly and through customer satisfaction; and (3) customer satisfaction affects corporate reputation. Logistics companies can focus on the flexibility aspect of SCDM to adapt quickly to changes in demand or supply activities. In strengthening customer satisfaction, logistics companies need to emphasize the communication aspect, especially in ensuring the effectiveness of communication with consumers so that the level of customer satisfaction can be maintained and even improved. Reputation logistics companies can focus on the innovation aspect by utilizing advanced technologies such as artificial intelligence and automation to improve the efficiency and accuracy of overall supply chain management.
Kepuasan Pelanggan pada Perusahaan Logistik di Indonesia Kadarisman, Muh; As'siddiq, Imam Bahdi; Nofrisel, Nofrisel; Simarmata, Juliater; Saputra, Candra Mardhika
Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Vol 11, No 3 (2024): NOVEMBER
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/j.mtl.v11i3.1575

Abstract

The main problem of the research was the deficient in operational risk control of marine exports at Kintetsu World Express Indonesia. Risk control is an integral part of management's responsibility to ensure the achievement of organizational goals. This research consists of independent variables, namely risk management and operational performance, as well as mediating variable, namely service quality, and the dependent variable, namely customer satisfaction. This research aims to analyze the influence of risk management and operational performance through service quality, simultaneously or partially, and directly or indirectly, on customers’ satisfaction at one of the Logistics’ companies in Indonesia. All users of cargo delivery services, 30 respondents, at Kintetsu World Express Indonesia in 2021 were taken as samples. Hypothesis testing was carried out using Path analysis method. The results of hypothesis testing carried out on Model-1 structure show that simultaneously the risk management variable and operational performance have a positive and significant effect. The results of hypothesis testing carried out on Model-2 structure show that simultaneously the service quality variable has a positive and significant effect on customer’s satisfaction.
Co-Authors Achmad Achmad Aditya Wardana, Aditya Agus Setiawan Agusinta, Lira Ahmad, Zaini Aisyah Rahmawati Anggara, Dian Christopher Ari Sulistyowati, Ari As'siddiq, Imam Bahdi Bahmi, Yulizen Banjarnahor, Astri Rumondang Boy Hutabarat, Sunny Brahmantyo, Agung Bramulya ikhsan, Ridho Budi Karyono, Aris Buyle, Sven Chaerudin, Irwan Chairuddin , Irwan Charles A.N Charles A.N, Charles Dessy Winiastuty, Nuraini Dewulf Wouter Didiet Rachmat Hidayat Dinar Dewi Kurnia Edi Abdurachman Endang Sugiharti, Endang Erick Fernando B311087192 Euis Saribanon, Euis Fachrial, Peppy Fajar Tirtafadhitya Farisyi, Sofwan Febrian, Wenny Desty Febry Chairuddin Damien Gugat, Rudi Max Damara Gultom, Simon Handrikovaro, Mario Hariri, Muhammad Haris Haris, Haris Hartiwi Prabowo Hartiwi Prabowo, Hartiwi Hasurungan Silalahi, Martogi Heryadi, Muhammad Heri Hidayaatullah, Mukhlis Hidayat, Didiet Rachmat Husna, Selma Novaliza Ika Utami Yulihapsari Ikhsan, Ridho Bramulya Indra Pasau, Yusuf Indrawan, Rully Indriyati Indriyati Jermanto Setia Kurniawan Kadarisman, Muh Koharudin, Muhammad Laba, I Ketut Lupiyoadi, Rambat M. Arief Ramdhany Marthaleina Ruminda Sitorus Matagiwa, Parabil Meianto, Subangkit Muhammad Fikri Muhammad Resky Munandar, Aries Mustika Sari, Mustika Nelson Len Togas Nelson Len Togas, Nelson Len Nofrisel, Nofrisel Nugraha, Bharata Nur Aryanzah, Dany Nuraini Sari, Nuraini Nursery Alfaridi S Nasution Octaviani, Reni Dian Octoriviano, Fajar Adhitia Oktavia Rini, Ade Ozali, Imam Permana, Verry Rizki Pradana, Madi Prakoso, Otto Sugiharto Pramana, Aditya Prasadja Ricardianto, Prasadja Primadi Candra Susanto Putro, Mego Setyo R. Didiet Rachmat, R. Didiet Rafi, Salahudin Rezty Fauziah Novianty Ridho Bramulya Ikhsan Rosabel Renaningtyas, Eileen Sandriana Marina Sanjaya, Hendri Aka Saputra, Candra Mardhika Sarinah Sarinah Setia Kurniawan, Jermanto Siahaan, L.Denny Simarmata, Andre Yosafat Simarmata, Jean Sabastian Simarmata, Jeremy Ephraim Siska Amonalisa Silalahi Siti Annisa Wahdiniawati, Siti Annisa Siti Zubaidah Sitorus, Binsar Renold Soekirman, Atong suryawan, ryan firdiansyah Suvittawat , Adisak Tampubolon, Manahan Unggu, Winneth Tamake VERONICA VERONICA Wardhani, Anindita Galuh Winarko, Danus Wouter, Dewulf Wynd Rizaldy Yana Tatiana, Yana Yosafat, Andre Yosi Pahala, Yosi Yudistiawan, Yudistiawan Yulianti Keke Yuliantini Yuliantini Yuniarty Yuniarty Yuniarty Yuniarty Yuniarty Yuniarty, Yuniarty Zainal, Munawaroh Zulfa Fitri Ikatrinasari