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The Moderation Role of E-Satisfaction And E-Trust on E-Loyalty of Travelin Application Users Wulanigara, Ardha; Saribanon, Euis; Arubusman, Dian Artanti
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.v7i1.6451

In recent years, the tourism sector has undergone rapid digital transformation and growth. Angkasa Pura II launched the TRAVELIN application to cater to various needs of passengers at Angkasa Pura II airports. Through this application, passengers receive real-time flight reminders and access the locations of all shops, facilities, and ground transportation at the airport with a single touch. This study aims to examine the effect of E-Service Quality and E-Word of mouth on E-loyalty through E-satisfaction and E-trust.The research employs a quantitative method with a sample of 250 users of the Travelin application. Data were collected through questionnaires. The data were analyzed using SmartPLS 4 software. The study revealed that E-Service Quality significantly influences E-satisfaction, E-loyalty, and E-trust. Furthermore, E-Word of mouth significantly affects E-trust and E-loyalty. While E-satisfaction has a significant impact on E-loyalty, E-trust does not have a significant effect on E-loyalty. E-satisfaction is proven to be a significant mediating variable between E-Service Quality and E-loyalty among Travelin application users. On the other hand, E-trust is shown to be an insignificant mediating variable between E-Service Quality, E-loyalty, and E-Word of mouth, E-loyalty. The implication of this research highlights the need to enhance digital service quality (E-Service Quality) to improve customer satisfaction (E-satisfaction), which directly impacts user loyalty (E-loyalty).

Peran Logistic Performance Terhadap Customer Loyalty dengan Customer Satisfaction sebagai Variabel Intervening (Studi Kasus E-Commerce) Narohito, Yosapat Parningotan; Rahardjo, Sri; Arubusman, Dian Artanti
Ranah Research : Journal of Multidisciplinary Research and Development Vol. 8 No. 1 (2025): Ranah Research : Journal Of Multidisciplinary Research and Development
Publisher : Dinasti Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/rrj.v8i1.1885

This study aims to analyze the effect of logistic performance on Customer Loyalty in the context of e-commerce, with Customer Satisfaction as a mediating variable. Three dimensions of logistic performance are examined: Logistic Service Quality, Cost Delivery, and Integration Process. A quantitative approach is used with descriptive and inferential analysis techniques. Data were collected through an online survey of logistics service users in e-commerce platforms and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that Logistic Service Quality has a significant negative direct effect on Customer Loyalty, suggesting an anomaly in customer expectations toward logistics services. Conversely, Cost Delivery and Integration Process show significant positive effects on Customer Loyalty. Regarding Customer Satisfaction, Logistic Service Quality and Cost Delivery have positive impacts, while Integration Process has a negative influence. Furthermore, Customer Satisfaction significantly increases Customer Loyalty, reinforcing its mediating role in the model. The mediation analysis reveals that Customer Satisfaction successfully mediates the relationship between Logistic Service Quality and Customer Loyalty, turning a negative direct effect into a positive indirect one. However, for the Integration Process, an indirect negative effect on Customer Loyalty through Customer Satisfaction is observed, indicating that complex or user-unfriendly systems may reduce Customer Satisfaction and loyalty. These findings imply that logistics companies should not only focus on cost efficiency and technological integration but also consider customer comfort and satisfaction to foster long-term loyalty in the e-commerce ecosystem.

Analisis Pengaruh Port Service Quality Terhadap Customer Loyalty Dimediasi Oleh Customer Experience Dan Customer Satisfaction di Terminal Peti Kemas Tanjung Priok Amanda, Anggi Nurul; Raharjo, Sri; Abdurachman, Edi; Setiawan, Edhie Budi; Arubusman, Dian Artanti
Ranah Research : Journal of Multidisciplinary Research and Development Vol. 8 No. 1 (2025): Ranah Research : Journal Of Multidisciplinary Research and Development
Publisher : Dinasti Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/rrj.v8i1.1899

This study investigates the relationship between Port Service Quality (PSQ) and Customer Loyalty (CL), taking into account the mediating roles of Customer Experience (CE) and Customer Satisfaction (CS) in the context of import activities at the Tanjung Priok Container Terminal. The research is motivated by the declining competitiveness of Tanjung Priok Port in comparison to other major ports such as Tanjung Perak, and the growing necessity to retain customer loyalty amid rising expectations for logistics efficiency and digital transformation in port operations. A critical strategic factor in enhancing port service efficiency lies in the optimization of port administration functions, particularly those carried out by the Harbormaster and Port Authority Office (KSOP). KSOP plays a key role in overseeing and facilitating port operations, including coordination in traderelated processes such as customs clearance and quarantine. These administrative procedures have been significantly streamlined through the adoption of the Single Submission Management (SSM) system—an integrated electronic platform that enables faster, cross-agency document processing. Employing a quantitative approach, this study utilizes Partial Least Squares–Structural Equation Modeling (PLS-SEM) to analyze data collected from 200 active importers operating at Tanjung Priok Port. The research model considers PSQ as the independent variable, CE and CS as mediating variables, and CL as the dependent variable. The findings demonstrate that PSQ has a statistically significant effect on CL, both directly and indirectly through the mediation of CE and CS. These results underscore the importance of service quality enhancement as a means to improve customer experience and satisfaction, ultimately fostering greater customer loyalty. Strengthening digital infrastructure and inter-agency coordination through systems such as SSM is thus essential for improving port competitiveness and long-term customer retention.

The Ease Of Use And Discount Toward Purchase Decisions And Customer Satisfaction On E-Ticketing In Indonesia Setiawan, Edhie Budi; Sabrina, Nadhila Cory; Alda, Aulia Mutia; Arubusman, Dian Artanti; Kholdun, Amrulloh Ibnu
Economics and Digital Business Review Vol. 5 No. 1 (2024)
Publisher : STIE Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/ecotal.v5i1.945

Ease of use and discounts are efforts that can be made by Tiket.com to improve customer decisions and satisfaction in purchasing airline tickets. This research aims to find out the effect of ease of use and discounts on purchasing decisions and customer satisfaction. The research method used is quantitative by disseminating questionnaires to 130 respondents. Respondents in this study were taken by purposive sampling. The data obtained is processed using SEM-PLS. The results of this study showed a significant and significant relationship between ease of use and discounts to purchasing decisions and customer satisfaction. Therefore, the higher the ease of use and discounts, the higher the purchase decision and the increased customer satisfaction in buying flight tickets in Tiket.com.

MENINGKATKAN KEPUTUSAN PEMBELIAN RETAIL MELALUI KEPUASAN KONSUMEN DI BANDARA SOEKARNO-HATTA; KONTRIBUSI PERSEPSI HARGA DAN STORE LAYOUT Setiawan, Edhie Budi; Fahriza, Basri; Satyagraha, Anggit; Abidin, Zaenal; Arubusman, Dian Artanti
Gorontalo Management Research Vol 6, No 2 (2023): Gorontalo Management Research
Publisher : Universitas Gorontalo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32662/gomares.v6i2.2791

The airport Â business is a growing and promising business. The increase in the number of trips will automatically have an impact on airport revenues. Currently, airport revenue is still dominated by revenue from the aeronautical sector, while the potential for non-aeronautical revenue is also quite promising. The retail business at the airport is one of non-aeronautical businesses that has big opportunities with potential to be a significant alternative income for theÂ airport. This study was addressed to examine the effect of store layout and price perception on retail purchasing decisions at the airport mediated by consumer satisfaction. ItÂ uses a quantitative method, with 100 respondents, where they fill out online questionnaires. The analytical technique used is SEM-PLS. The results showed that the store layout and price perception have a positive and significant influence on purchasing decisions and on consumer satisfaction at the same time, whilst consumer satisfaction also has a positive and significant influence on purchasing decisions. Store layout and price perception have an indirect influence on purchasing decisions through consumer satisfaction. Based on these results, airport managers are expected to pay more attention to marketing strategies that focus on creating attractive store layouts and competitive prices, so that consumers feel satisfied and decide to make a purchase.Keyword: consumer satisfaction, buying decision, price perception, airport retail, store layout

Analysis of The Effect of On-Time Performance, Safety, Comfort, And Accessibility on E-WOM Through Passenger Satisfaction at Cililitan Terminal Prasetyo, Nur; Arubusman, Dian Artanti; Indrawan, Rully; Subastian, Djamal; Abdurachman, Edi
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 2 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (November-Desember 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i2.6727

This study investigates the effects of on-time performance, safety, comfort, and accessibility on electronic Word of Mouth (e-WOM) through passenger satisfaction at Cililitan Bus Terminal. Using a quantitative approach, data were collected from 270 respondents through a structured questionnaire and analyzed with Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that on-time performance, comfort, and accessibility significantly influence passenger satisfaction, while safety does not. Furthermore, on-time performance and comfort have a direct and significant impact on e-WOM, whereas safety and accessibility do not. Passenger satisfaction serves as a mediating variable, strengthening the relationship between service quality factors and e-WOM. These findings highlight the importance of punctuality, comfort, and ease of access in enhancing passenger experience and fostering loyalty through positive word of mouth. Terminal operators are encouraged to focus on improving these aspects to ensure sustainable service quality and customer engagement.

The Effect of Sales Visits and Customer Awareness Through Relationship Marketing on Business Partners’ Intention to Collaborate with PT Pelabuhan Tanjung Priok Ellen Rumintang; Farisyi, Sofwan; Abidin, Zaenal; Arubusman, Dian Artanti; Agusinta, Lira
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 2 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (November-Desember 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i2.6745

Maritime transportation plays a vital role in supporting connectivity and economic growth in Indonesia as an archipelagic nation. Ports, as the main hubs of maritime transportation, are required to provide efficient and high-quality services to maintain customer satisfaction and loyalty. PT Pelabuhan Tanjung Priok (PTP), as a provider of multipurpose terminal services, has implemented various marketing strategies, including sales visits, increasing customer awareness, and applying relationship marketing. However, the results of the 2022 customer engagement survey showed fluctuations in some branches, and cargo traffic realization only reached 79.22% of the RKAP target, indicating the need to evaluate the effectiveness of existing marketing strategies. This study aims to analyze the influence of sales visits and customer awareness through relationship marketing on business partners' interest in collaborating with PT Pelabuhan Tanjung Priok. The selection of variables is based on theoretical and empirical relevance, where sales visits are considered important in building direct interaction and trust, customer awareness influences perception and interest in using services, while relationship marketing focuses on establishing mutually beneficial long-term relationships. This study uses quantitative methods with SEM PLS analysis. The results show that relationship marketing mediates sales visits and customer awareness on the interest of business partners in collaborating with PT Pelabuhan Tanjung Priok.

The Moderation Role of E-Satisfaction And E-Trust on E-Loyalty of Travelin Application Users Wulanigara, Ardha; Saribanon, Euis; Arubusman, Dian Artanti
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.v7i1.6451

In recent years, the tourism sector has undergone rapid digital transformation and growth. Angkasa Pura II launched the TRAVELIN application to cater to various needs of passengers at Angkasa Pura II airports. Through this application, passengers receive real-time flight reminders and access the locations of all shops, facilities, and ground transportation at the airport with a single touch. This study aims to examine the effect of E-Service Quality and E-Word of mouth on E-loyalty through E-satisfaction and E-trust.The research employs a quantitative method with a sample of 250 users of the Travelin application. Data were collected through questionnaires. The data were analyzed using SmartPLS 4 software. The study revealed that E-Service Quality significantly influences E-satisfaction, E-loyalty, and E-trust. Furthermore, E-Word of mouth significantly affects E-trust and E-loyalty. While E-satisfaction has a significant impact on E-loyalty, E-trust does not have a significant effect on E-loyalty. E-satisfaction is proven to be a significant mediating variable between E-Service Quality and E-loyalty among Travelin application users. On the other hand, E-trust is shown to be an insignificant mediating variable between E-Service Quality, E-loyalty, and E-Word of mouth, E-loyalty. The implication of this research highlights the need to enhance digital service quality (E-Service Quality) to improve customer satisfaction (E-satisfaction), which directly impacts user loyalty (E-loyalty).

Analysis of the Effect of Warehousing Management System and Employee Ability on Work Productivity through Lean Warehousing in the Warehouses of the National Disaster Management Agency (BNPB) and the Regional Disaster Management Agency (BPBD) Ghaddafi, Muhaiminul; Fatimah, Siti; Soekirman, Atong; Agusinta, Lira; Arubusman, Dian Artanti
TRANSEKONOMIKA: AKUNTANSI, BISNIS DAN KEUANGAN Vol. 5 No. 4 (2025): July 2025
Publisher : Transpublika Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55047/transekonomika.v5i4.971

Indonesia is located along the equator and at the convergence of three major tectonic plates, making it prone to natural disasters such as earthquakes, tsunamis, and landslides. BNPB and BPBD manage disaster logistics using technology-based warehouse management systems (WMS) to improve aid distribution efficiency. This study examines the combined impact of warehouse management systems and employee capabilities on work productivity using a Lean Warehousing approach, which has not been extensively explored in previous research. The study was conducted at BNPB Jatiasih warehouse and BPBD warehouses across Java Island using observations, interviews, and questionnaires distributed to 98 respondents. Data were analyzed with SPSS 24.00, employing descriptive statistics, multiple regression, F-tests, t-tests, and the coefficient of determination (R²). Most respondents were male (76.8%) with a bachelor’s degree (39.8%). Validity tests showed that variables including inventory management, picking, item placement, employee skills, and lean warehousing had valid correlations above 0.202. Descriptive analysis indicated that warehouse management at BNPB and BPBD is effective but needs improvements in IT utilization, picking efficiency, inventory recording, and employee skills. Statistical tests confirmed that all variables significantly influence lean warehousing and productivity at a 95% confidence level. The study contributes novel insights by demonstrating how technology and employee capability synergistically enhance lean warehousing performance in disaster logistics. Strategic recommendations include routine employee training, strengthened cooperation through coaching and briefings, and optimized budget use via internal audits and independent utilization of logistical assets.

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