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All Journal JURNAL MANAJEMEN TRANSPORTASI & LOGISTIK Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Dinasti International Journal of Education Management and Social Science Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Jurnal Pengabdian dan Kewirausahaan Jurnal Abdi Masyarakat Saburai (JAMS) Jurnal Ilmu Ekonomi Manajemen dan Akuntansi Journal of Social Research Jurnal Locus Penelitian dan Pengabdian Jurnal Manajemen Bisnis Transportasi dan Logistik JURNAL ABDIMAS TRANSPORTASI & LOGISTIK Jurnal Sistem Transportasi & Logistik
Marthaleina Ruminda Sitorus
Institut Transportasi Dan Logistik Trisakti
Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Automotive Engineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Mathematics Public Health Social Sciences Transportation Other

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Enhancing Passenger Satisfaction Through Service Quality: The Strategic Role of Baggage Handling Ruminda, Marthaleina; Parlindungan, Purbanuara; Salsa Bila, Nurul Aulia; Fachrurozy, Rayhan Adzikra
Journal of Social Research Vol. 4 No. 10 (2025): Journal of Social Research
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/josr.v4i9.2772

Abstract

Intense competition within the low-cost carrier (LCC) industry has shifted the strategic focus from price superiority towards enhancing service quality and passenger satisfaction. This study aims to analyze the strategic role of the operational process of baggage handling in shaping passenger satisfaction by examining the mediating role of Service Quality. Employing a quantitative approach with the Partial Least Squares Structural Equation Modeling (PLS-SEM) method, data were collected via a questionnaire from 100 respondents, who were predominantly young passengers (under 25 years old) and university students. The findings indicate that Baggage Handling has a direct, positive, and significant influence on both Service Quality and Customer Satisfaction. Furthermore, Service Quality is also proven to have a positive and significant effect on Customer Satisfaction. The most critical finding is the confirmation of the partial mediating role of Service Quality in the relationship between Baggage Handling and Customer Satisfaction. This result implies that baggage handling possesses a dual role: as a component in shaping service quality perceptions and as a direct driver of satisfaction. For LCC managers, this finding underscores the importance of managing baggage handling as a strategic service touchpoint, with practical implications including investment in automated baggage systems, real-time tracking technology, and staff training programs to effectively enhance passenger satisfaction and competitive advantage.
Faktor-Faktor yang Mempengaruhi Kepuasan Penumpang Bandar Udara Internasional Sitorus, Marthaleina Ruminda; Sitanggang, Rohana; Sodikin, Alit; Haekal, Mohammad Daffa
Jurnal Locus Penelitian dan Pengabdian Vol. 4 No. 9 (2025): : JURNAL LOCUS: Penelitian dan Pengabdian
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/locus.v4i9.4766

Abstract

Bandar udara internasional berperan sebagai gerbang utama suatu negara, di mana kepuasan penumpang menjadi indikator kunci kesuksesan operasionalnya. Di Indonesia, khususnya di Pulau Jawa yang memiliki lalu lintas udara yang padat, tuntutan terhadap kenyamanan dan kualitas layanan bandara semakin meningkat. Namun, masih sering ditemui keluhan dari penumpang terkait fasilitas ruang tunggu yang kurang memadai, seperti kapasitas kursi yang terbatas dan kualitas layanan petugas yang belum optimal. Kondisi ini berpotensi menurunkan tingkat kepuasan penumpang dan memengaruhi citra bandara secara keseluruhan. Oleh karena itu, penelitian ini dilakukan untuk menganalisis pengaruh fasilitas ruang tunggu dan kualitas layanan terhadap kepuasan penumpang di salah satu bandara internasional di Pulau Jawa. Penelitian ini bertujuan untuk mengetahui adanya pengaruh fasilitas ruang tunggu terhadap kepuasan penumpang di salah satu bandara internasional di pulau Jawa. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif. Data primer diperoleh dengan menyebar kuesioner. Sampel diperoleh melalui metode non-probability sampling sebanyak 100 responden. Teknik analisis data yang digunakan adalah analisis regresi linier berganda dengan bantuan software SPSS. Hasil penelitian ini menunjukan bahwa adanya pengaruh positif dan signifikan dari variabel fasilitas ruang tunggu terhadap kepuasan penumpang. Pada variabel kualitas layanan menunjukan pengaruh positif dan signifikan terhadap kepuasan penumpang. Variabel fasilitas ruang tunggu  dan kualitas layanan secara bersama-sama berpengaruh positif dan signifikan terhadap kepuasan penumpang. Implikasi pada penelitian adalah pengelola bandara internasional perlu meningkatkan jumlah kapasitas kursi agar dapat menampung lebih banyak penumpang. Monitoring dan evaluasi terhadap petugasnya sebaiknya lebih ditingkatkan untuk memenuhi kepuasan penumpang.
PENENTUAN SISTEM ANTRIAN KENDARAAN UNTUK MENENTUKAN EFEKTIVITAS JUMLAH GARDU PADA GERBANG TOL PT. JASA MARGA (PERSERO) TBK (STUDI KASUS GERBANG TOL CIBUBUR1) Suryobuwono, Abdullah Ade; R, Marthaleina; Lestari, Putri; Mahersa, Raka Putra; Musyaffa, Arya Yudhistira
Jurnal Sistem Transportasi & Logistik Vol. 1 No. 1 (2021): Agustus
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/jstl.v1i1.631

Abstract

The aims of this study are: (1) To determine the queuing system at the Cibubur 1 toll gate; (2) to determine the effectiveness of the toll booth queues available at the Cibubur 1 toll gate; and (3) to find out the strategy for improving the service of the toll booth at the Cibubur toll gate1. The data used is secondary data obtained from PT. JASA MARGA (Persero) Tbk. In this study, the queuing system method is used, the data used is from August - October 2019, the time period is divided into 3 time zones each day which includes morning (06.00-10.59), afternoon (11.00-15.59) and afternoon (16.00-5.00pm). 20.59), and each time zone is calculated every 5 hours. The results of this study indicate that the highest average arrival rate is in August reaching 9,847 vehicles, while the highest average vehicle hourly rate occurs in the afternoon, namely at 16.00-20.59 in August - October. In improving the service strategy, the research results can be applied as follows, making arrangements for the composition of traffic, improving the road network, regulating drivers and developing infrastructure services. 
Sosialisasi Lima Perilaku Berisiko Dalam Berkendara di SMA/SMK Jakarta dan Bekasi Fitrina, Rehani; Ruminda, Marthaleina; Firdaus, Muhamad Iqbal; Widiyantoe, Prima
Jurnal Abdimas Transportasi & Logistik Vol. 5 No. 1 (2025): April
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/j.atl.v5i1.2385

Abstract

Awareness of motorcycle driving safety entails monitoring your own and other drivers' conditions in traffic. Counseling and socialization of five motorcycle riding behaviors is needed to promote safety. The implementation of this socialization was in 3 (three) schools with different locations. The socialization method uses soft skills and hard skills methods, namely providing theory and tutorials, independent practice, discussion and question-and-answer. The activity was carried out for 3 (three) days, so that the total was 24 hours. The findings of this service activity show an increase in understanding and awareness of the importance of applying theory and tutorials in driving. The increase is known based on the results of the pre-test and post-test of participants. The implementation of this community service program is expected to reduce the rate of accidents in driving. In addition, students can volunteer and conduct education regularly and continuously in each generation.
Pemberdayaan Siswa SMKN 50 Jakarta Timur dalam Optimalisasi Pemasaran Buku Saku BEST melalui Pelatihan dan Pendampingan Content Social Media Marketing Indriyati, Indriyati; Keke, Yulianti; Marthaleina, Marthaleina
JURNAL ABDI MASYARAKAT SABURAI Vol 6, No 02 (2025): JURNAL ABDI MASYARAKAT SABURAI
Publisher : Universitas Sang Bumi Ruwa Jurai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24967/jams.v6i02.4587

Abstract

Program Pemberdayaan Kemitraan Masyarakat (PKM) ini bertujuan meningkatkan kemampuan siswa SMKN 50 Jakarta Timur dalam mengoptimalkan pemasaran Buku Saku BEST (Belajar Etika, Smart, dan Tertib) melalui pelatihan Content Social Media Marketing. Rendahnya literasi digital dan keterampilan promosi menjadi masalah utama yang dihadapi siswa jurusan Digital kelas XI. Kegiatan dilaksanakan melalui tahap sosialisasi, pelatihan pembuatan konten digital teks, visual, video, pendampingan pengelolaan media sosial, serta evaluasi pre-test dan post-test terhadap 30 siswa. Analisis dilakukan secara deskriptif untuk mengukur peningkatan pemahaman tentang jenis konten promosi digital. Hasil menunjukkan peningkatan kemampuan siswa dalam memahami tiga jenis konten promosi digital. Pada pre-test, hanya 19,35% siswa menjawab benar dan 38,71% tidak relevan, sedangkan pada post-test, jawaban benar meningkat menjadi 20% dan tidak relevan menurun menjadi 26,67%. Praktiknya, siswa menghasilkan 5 konten promosi kreatif di Instagram dan TikTok dengan jangkauan lebih dari 1.000 audiens. Pelatihan berbasis praktik terbukti efektif meningkatkan literasi digital dan kemampuan promosi siswa SMK. Meski peningkatan jawaban benar masih kecil, terjadi perubahan signifikan dalam kualitas pemahaman dan kreativitas siswa terhadap pemasaran digital.
Co-Authors Aang Gunawan Aang Gunawan, Aang Abdul Gani Kamaludin Agusinta, Lira Angelica, Irene Arifiani, Librita Astria, Nathania Devi Ratnasari Dian Ardyahiya Ekawati Dian Lieska Ocviany Eka Sukmawati Euis Saribanon, Euis Fachrurozy, Rayhan Adzikra Fadillah, Ridho Rizky Fernanda Audi Fakhri Firdaus, Muhamad Iqbal Fitrina, Rehani Francis Tantri Francis Tantri, Francis Franky Devano Sianturi, Tigor Fransisco Lambert Ghafar, Abdul Haekal, Mohammad Daffa Indarno Sugeng Rahardjo Indriyati Indriyati Indriyati Juliater Simamarta Kharisma, Alvian Farisqi Dwi Kusno Wibowo Latifah, Alfi Lut Mafrudo Mahardhika Andiansyah Mahersa, Raka Putra Masjraul Hidayat Muhammad Thamrin Mustika Sari Musyaffa, Arya Yudhistira Nurul Hidayati Panca Djati, Sundring Prasadja Ricardianto Purbanuara Parlindungan Sitorus Purwoko, Harry Putri Lestari, Putri Salsa Bila, Nurul Aulia Sarfilianty Anggiani, Sarfilianty Siska Amonalisa Silalahi Sitanggang, Rohana Sitanggang, Rohana Sodikin, Alit Sugiyanto - Sugiyanto Sugiyanto Suryobuwono, Abdullah Ade Tarina, Fransiska Tedy Herdian Widiyantoe, Prima YAYUK DWI INDRIANI Yosi Pahala Yulianti Keke Yulianti Keke Yuliantini Yuliantini