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All Journal JURNAL MANAJEMEN TRANSPORTASI & LOGISTIK JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK Gorontalo Management Research Jurnal Ekonomi Manajemen Sistem Informasi Economics and Digital Business Review Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Transekonomika : Akuntansi, Bisnis dan Keuangan Ranah Research : Journal of Multidisciplinary Research and Development
Dian Artanti Arubusman, Dian Artanti
STMT Trisakti
Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Transportation Other

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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

Abstract

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

Abstract

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

Abstract

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): Agustus - January
Publisher : STIE Amkop Makassar

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

Abstract

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

Abstract

The airport  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 the  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. It  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
Co-Authors Agusinta, Lira Alda, Aulia Mutia Amanda, Anggi Nurul Aswanti Setyawati Basri Fahriza Dinar Dewi Kania Edhie Budi Setiawan, Edhie Budi Edi Abdurachman Euis Saribanon, Euis Fachrial, Peppy Ghaddafi, Muhaiminul Haris Haris, Haris Ismiyati Ismiyati Kholdun, Amrulloh Ibnu Lesse, Johan Maysandra, Indriani Miskul Firdaus, Miskul Muh. Kadarsiman, Muh. Mustika Sari, Mustika Najoan, Denny Narohito, Yosapat Parningotan Octora, Theresye Yoanyta Purba, Okin Ringan Purwoko, Harry Sabrina, Nadhila Cory Saputra, Datep Purwa Satyagraha, Anggit Siregar, Chorry Imelda Siti Fatimah Soekirman, Atong Sri Rahardjo Sri Raharjo Syaiful Abbas, Syaiful Wulanigara, Ardha Zaenal Abidin