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All Journal Jurnal Ekonomi Manajemen Sistem Informasi Dinasti International Journal of Education Management and Social Science Dinasti International Journal of Digital Business Management Jurnal Ilmu Manajemen Terapan (JIMT) Annals of Human Resource Management Research Jurnal Ilmu Multidisplin Siber Journal of Transportation and Logistics Siber Nusantara of Community Service Review (SNCSR)
Lira Agusinta
Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
Agriculture, Biological Sciences & Forestry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Public Health Social Sciences

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Determinan Kepuasan Pelanggan Dimediasi oleh Persepsi Nilai Pelanggan Pada PT. XYZ Transport Indonesia Tahun 2025 Natalia Barek Boleng; Lira Agusinta; Primadi Candra Susanto
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 4 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (Maret - April 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i4.7773

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan, kemudahan proses ekspor, ketepatan waktu pengiriman, dan biaya jasa terhadap kepuasan pelanggan dengan customer perceived value sebagai variabel mediasi pada PT. XYZ Transport Indonesia tahun 2025. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei terhadap pelanggan jasa freight forwarding ekspor. Data dikumpulkan melalui kuesioner terstruktur dan dianalisis menggunakan analisis jalur (path analysis) untuk menguji pengaruh langsung dan tidak langsung antarvariabel. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan (β = 0,312; p < 0,05), kemudahan proses ekspor berpengaruh positif dan signifikan terhadap kepuasan pelanggan (β = 0,276; p < 0,05), ketepatan waktu pengiriman memiliki pengaruh positif paling dominan terhadap kepuasan pelanggan (β = 0,358; p < 0,05), serta biaya jasa berpengaruh negatif namun signifikan terhadap kepuasan pelanggan (β = −0,214; p < 0,05). Selanjutnya, customer perceived value terbukti berpengaruh positif dan signifikan terhadap kepuasan pelanggan (β = 0,401; p < 0,05). Hasil uji mediasi menunjukkan bahwa customer perceived value memediasi secara parsial hubungan antara kualitas pelayanan, kemudahan proses ekspor, ketepatan waktu pengiriman, dan biaya jasa terhadap kepuasan pelanggan. Nilai koefisien determinasi (R²) sebesar 0,672 menunjukkan bahwa sebesar 67,2% variasi kepuasan pelanggan dapat dijelaskan oleh model penelitian ini. Temuan ini menegaskan bahwa peningkatan kepuasan pelanggan tidak hanya ditentukan oleh kinerja layanan secara langsung, tetapi juga oleh persepsi nilai yang dirasakan pelanggan terhadap manfaat layanan dibandingkan dengan biaya yang dikeluarkan.
Pengaruh Kecepatan Layanan (Service Speed) dan Empati Petugas terhadap Kepuasan Penumpang: Studi Moderasi Kualitas Infrastruktur Area Bagasi Terminal 3 Bandara Soekarno-Hatta Tahun 2025 Reza Armansyah; Agus Setiawan; Aswanti Setyawati; Yuliantini Yuliantini; Lira Agusinta
Jurnal Ilmu Manajemen Terapan Vol. 7 No. 6 (2026): Jurnal Ilmu Manajemen Terapan (Juli - Agustus 2026)
Publisher : Dinasti Review Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jimt.v7i6.9253

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kecepatan layanan (Service Speed) dan empati petugas terhadap kepuasan penumpang pada layanan pengambilan bagasi kedatangan domestik, serta menilai peran moderasi kualitas infrastruktur area bagasi di Terminal 3 Bandara Internasional Soekarno-Hatta. Penelitian ini dilatarbelakangi oleh pentingnya layanan pengambilan bagasi sebagai titik akhir perjalanan yang memengaruhi persepsi penumpang, terutama ketika terjadi keterlambatan, ketidakefisienan, atau kurangnya bantuan petugas. Kerangka teori yang digunakan adalah SERVQUAL dengan penekanan pada dimensi reliability, empathy, dan tangibles. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei dan desain asosiatif-kausal. Data primer diperoleh melalui kuesioner kepada penumpang, sedangkan data sekunder berasal dari data operasional periode Maret–Mei 2025 sebagai fase awal perbaikan Service Speed, penambahan fungsi Baggage Assistant, dan penyelesaian renovasi area pengambilan bagasi. Analisis data dilakukan menggunakan Structural Equation Modeling (SEM) untuk menguji pengaruh langsung dan efek moderasi antarvariabel. Hasil penelitian menunjukkan bahwa Service Speed dan empati petugas berpengaruh positif serta signifikan terhadap kepuasan penumpang. Kualitas infrastruktur area bagasi terbukti memperkuat pengaruh tersebut melalui dukungan fasilitas fisik, pencahayaan, signage, kebersihan, kenyamanan ruang, dan kemudahan akses. Temuan ini memberikan implikasi praktis bagi pengelola bandara, maskapai, dan regulator dalam peningkatan standar layanan kedatangan. Secara teoretis, penelitian ini memperluas penerapan SERVQUAL pada layanan pengambilan bagasi bandara modern yang berbasis pengalaman penumpang kedatangan.  
Penerapan Technology Acceptance Model terhadap Efektifitas Penggunaan Autogate Imigrasi (Studi pada Penumpang Maskapai di Terminal 3 Bandar Udara Internasional Soekarno-Hatta) Ulud Nopriyadi; Cecep Pahrudin; Mustikasari Mustikasari; Edi Abdurachman; Lira Agusinta; Jermanto Setia Kurniawan; Sandriana Marina
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.v7i3.7483

Abstract

Studi ini bertujuan untuk menganalisis penerapan Model Penerimaan Teknologi (TAM) terhadap efektivitas penggunaan autogate imigrasi oleh penumpang di Terminal 3 Bandara Internasional Soekarno-Hatta. Menggunakan pendekatan deskriptif kuantitatif dengan 209 responden, analisis data dilakukan melalui metode Structural Equation Modeling (SEM) menggunakan perangkat lunak SmartPLS 3.2.9. Hasil menunjukkan bahwa persepsi kegunaan dan niat perilaku untuk menggunakan memiliki pengaruh positif yang signifikan terhadap penggunaan aktual. Selain itu, kualitas layanan, persepsi kegunaan, dan persepsi kemudahan penggunaan memiliki pengaruh signifikan terhadap niat perilaku untuk menggunakan. Variabel niat perilaku untuk menggunakan juga terbukti memediasi pengaruh ketiga variabel tersebut terhadap penggunaan aktual. Namun, kualitas layanan dan persepsi kemudahan penggunaan tidak memiliki pengaruh langsung yang signifikan terhadap penggunaan aktual. Studi ini memberikan kontribusi empiris terhadap pemahaman penerimaan teknologi autogate dan menawarkan implikasi praktis bagi pengelola bandara untuk meningkatkan layanan dan mengoptimalkan adopsi teknologi imigrasi.
Peran Modernisasi Sistem Ticketing dalam Subsidi Public Service Obligation (PSO) Tepat Sasaran Penumpang Kereta Rel Listrik Asdo Artriviyanto; Lira Agusinta; Edhie Budi Setiawan; Soemino Eko Saputro
Jurnal Ilmu Multidisiplin Vol. 4 No. 6 (2026): Jurnal Ilmu Multidisplin (Februari - Maret 2026)
Publisher : Green Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jim.v4i6.1726

Abstract

Modernisasi sistem ticketing pada layanan Kereta Rel Listrik (KRL) menjadi langkah strategis dalam memastikan efektivitas penyaluran subsidi Public Service Obligation (PSO) yang lebih tepat sasaran. Penelitian ini bertujuan untuk mengevaluasi sistem ticketing konvensional dan merancang sistem ticketing modern yang terintegrasi dengan data kependudukan serta teknologi digital. Metode penelitian yang digunakan adalah pendekatan kualitatif dengan studi kasus pada operator KRL di wilayah Jabodetabek, dilengkapi dengan wawancara mendalam, observasi lapangan, dan studi literatur. Hasil penelitian menunjukkan bahwa sistem ticketing modern berbasis identitas digital dapat meningkatkan akurasi pendataan penumpang, mengurangi potensi penyalahgunaan subsidi, serta mendukung transparansi dan akuntabilitas dalam proses alokasi PSO. Rekomendasi dari studi ini mencakup pengembangan sistem ticketing berbasis NIK (Nomor Induk Kependudukan), integrasi dengan aplikasi digital, serta penerapan sistem evaluasi subsidi berbasis data real-time. Dengan implementasi yang tepat, modernisasi sistem ticketing berpotensi menjadi instrumen vital dalam transformasi layanan transportasi publik yang adil dan berkelanjutan.
Determination of Tourism Sector Service Management through Consumer Satisfaction: Analysis of Service Quality and Consumer Trust Yuliantini Yuliantini; Olfebri Olfebri; Aang Gunawan; Lira Agusinta
Dinasti International Journal of Education Management and Social Science Vol. 7 No. 5 (2026): Dinasti International Journal of Education Management and Social Science (June
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v7i5.6888

Abstract

This study aims to analyze the influence of service quality and consumer trust on service management in Indonesia's tourism sector, with consumer satisfaction serving as a mediating variable. The study employs a descriptive qualitative approach using the Literature Review method. Data were collected reputable scientific articles indexed in national databases (SINTA) and international databases, including Scopus, Web of Science, Emerald, and Elsevier. The analysis process consisted of data reduction, data presentation, and conclusion drawing to develop a comprehensive conceptual framework. The findings reveal that service quality has a significant influence on consumer satisfaction and service management. Consumer trust also positively affects consumer satisfaction and service management. Furthermore, consumer satisfaction plays a crucial role in enhancing tourism service management. The study confirms that consumer satisfaction mediates the relationship between service quality and service management, as well as between consumer trust and service management. These results indicate that both technical aspects of service delivery and relational factors such as trust are essential determinants of effective tourism service management. This study contributes to the development of an integrative tourism service management model by combining service quality, consumer trust, and consumer satisfaction into a unified framework. The proposed model provides both theoretical insights and practical implications for improving service performance and competitiveness in the tourism industry.
Business Building Strategies: Adaptive, Collaborative, Dynamic, and Sustainable in the Digital Era Aang Gunawan; Yuliantini Yuliantini; Olfebri Olfebri; Lira Agusinta
Siber Nusantara of Community Service Review Vol. 2 No. 2 (2026): Siber Nusantara of Community Service Review (April - September 2026)
Publisher : Siber Nusantara Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sncsr.v2i2.845

Abstract

The development of digital technology has driven significant changes in the business world, requiring organizations to have the ability to adapt, collaborate, innovate, and apply sustainability principles to survive and thrive. A national seminar entitled "Business Building Strategies: Adaptive, Collaborative, Dynamic, and Sustainable in the Digital Era" was held on June 3, 2026, at the Trisakti Institute of Transportation and Logistics Campus to increase participants' understanding of relevant business strategies in facing the challenges of the digital era. This activity was attended by approximately 250 participants, consisting of students, lecturers, practitioners, business actors, and the general public. The method used included the delivery of material by competent speakers in the fields of business and digital transformation, followed by an interactive discussion and question-and-answer session. The results of the activity showed an increase in participants' understanding of the importance of adapting to technological changes, strengthening collaboration with various stakeholders, implementing sustainable innovation, and optimizing the use of digital technology in business activities. In addition, participants also gained insight into the importance of integrating economic, social, and environmental aspects in business strategies to achieve long-term sustainability. This activity makes a positive contribution in increasing the capacity of participants so that they are better prepared to face the dynamics and business opportunities in the digital era.
The Role of Leadership, Collaboration, and Integrity in Running a Student Organization Yuliantini Yuliantini; Aang Gunawan; Olfebri Olfebri; Lira Agusinta
Siber Nusantara of Community Service Review Vol. 2 No. 2 (2026): Siber Nusantara of Community Service Review (April - September 2026)
Publisher : Siber Nusantara Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sncsr.v2i2.912

Abstract

Leadership and integrity are two fundamental factors that determine the success of student organization management. However, various challenges remain common in student organizations, including low member participation, ineffective communication, weak commitment to organizational programs, and limited understanding of the importance of integrity in carrying out organizational responsibilities. This community service activity aimed to enhance students’ understanding and awareness of the role of leadership and integrity in managing student organizations. The program was conducted offline at Institut Transportasi dan Logistik Trisakti in June 2026 and involved approximately 50 students from various academic programs and student organizations. The methods employed included lectures, structured and systematic motivational sessions, interactive discussions, case studies, and program evaluations. The results indicated an improvement in participants’ understanding of leadership concepts, the importance of integrity, and their implementation in organizational management. Participants recognized that leadership is not merely associated with formal positions but also with the ability to influence, inspire, and mobilize organizational members toward common goals. Furthermore, integrity was understood as a fundamental value for building trust, responsibility, accountability, and professionalism within organizations. The activity had a positive impact on increasing students’ awareness and commitment to applying leadership and integrity values in organizational activities. Therefore, similar programs should be implemented continuously to support the development of professional, accountable, and goal-oriented student organizations.
Pengaruh Kedisiplinan dan Pelatihan Keselamatan terhadap Keselamatan Kerja Dengan Kecakapan Awak Kapal Sebagai Variabel Mediasi di Atas Kapal PT. Soechi Lines Tbk Bayu Indrianto; Lira Agusinta; Aswanti Setyawati
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 8 No. 1 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (September-Oktober 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v8i1.9409

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh kedisiplinan dan pelatihan keselamatan terhadap keselamatan kerja dengan kecakapan awak kapal sebagai variabel mediasi pada kapal-kapal milik PT Soechi Lines Tbk. Latar belakang dari penelitian ini adalah tingginya angka kecelakaan kerja di sektor pelayaran yang disebabkan oleh rendahnya tingkat kedisiplinan, pelatihan keselamatan yang kurang memadai, serta rendahnya kecakapan awak kapal dalam menangani situasi darurat. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei, di mana data diperoleh melalui penyebaran kuesioner kepada 95 awak kapal dari lima unit kapal. Teknik analisis data yang digunakan meliputi analisis deskriptif untuk menggambarkan karakteristik responden dan variabel penelitian, serta analisis inferensial dengan menggunakan metode SEM-PLS untuk mengevaluasi model pengukuran dan menguji hipotesis penelitian. Hasil penelitian menunjukkan bahwa kedisiplinan dan pelatihan keselamatan berpengaruh positif dan signifikan terhadap kecakapan awak kapal. Selanjutnya, kecakapan awak kapal juga memiliki pengaruh signifikan terhadap keselamatan kerja. Selain pengaruh langsung, ditemukan pula pengaruh tidak langsung dari kedisiplinan dan pelatihan keselamatan terhadap keselamatan kerja melalui kecakapan awak kapal sebagai variabel mediasi. Penelitian ini merekomendasikan peningkatan intensitas dan kualitas pelatihan keselamatan yang bersifat aplikatif dan rutin, serta penguatan budaya disiplin sebagai bagian dari sistem manajemen keselamatan kerja di kapal. Upaya ini penting untuk menurunkan risiko kecelakaan kerja serta menciptakan lingkungan kerja yang lebih aman bagi seluruh awak kapal.
The Effect of Crane Performance and Loading/Unloading Productivity on Sales Growth at PT Jakarta International Container Terminal Indra Gunawan; Lira Agusinta; Euis Saribanon
Dinasti International Journal of Digital Business Management Vol. 6 No. 6 (2025): Dinasti International Journal of Digital Business Management (October - Novembe
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijdbm.v6i6.5852

Abstract

The background of this study is based on the critical role of the logistics sector, particularly ports, in supporting the national economy through cost efficiency and increased competitiveness. However, data shows that PT JICT's sales growth declined from 2014 to 2018, indicating problems in maritime transport management, particularly in port operations. The decline in crane performance and fluctuations in loading and unloading productivity are suspected to be the main factors causing this decline in sales growth. Low crane performance slows loading and unloading, while unstable loading and unloading productivity hinder the effectiveness of port services. This study aims to analyze the effect of crane performance and loading and unloading productivity on sales growth at PT Jakarta International Container Terminal (JICT). Therefore, this study was conducted to empirically determine the extent to which crane performance and loading and unloading productivity affect sales growth at PT JICT, with the hope that the results will serve as a basis for evaluating and improving port operational management. This study aims to analyze the effect of crane performance and loading and unloading productivity on sales growth at PT Jakarta International Container Terminal (JICT). Therefore, this study was conducted to empirically determine the extent to which crane performance and loading and unloading productivity affect sales growth at PT JICT, with the hope that the results can serve as evaluation material and a basis for improving port operational management. This study uses a quantitative method, SEM-PLS analysis. The results show that crane performance has a positive, highly significant effect on sales growth at PT Jakarta International Container Terminal, while loading and unloading productivity also has a positive, significant impact on sales growth. However, crane performance does not have a direct or indirect effect on loading and unloading productivity, and loading and unloading productivity does not mediate the relationship between crane performance and sales growth.
The Effect of Service Quality and Ship Pilotage Service Prices on Service User Loyalty through User Satisfaction at PT Pertamina (Persero) Tanjung Uban Terminal Fadlhi Fadhli; Lira Agusinta; Zaenal Abidin; Euis Saribanon
Dinasti International Journal of Digital Business Management Vol. 7 No. 5 (2026): Dinasti International Journal of Digital Business Management (August-September
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijdbm.v7i5.7428

Abstract

As a maritime country, Indonesia has great potential for developing maritime transportation, with port services, especially ship pilotage services, being a strategic element in ensuring safety and operational smoothness. This study was conducted at PT Pertamina (Persero) Tanjung Uban Terminal, which plays a vital role in the distribution of fuel and other products. Despite its strategic position, various challenges were identified, such as delays in pilot response times, lack of coordination, inconsistent implementation of standard operating procedures (SOPs), and perceptions of imbalance between costs and service quality. These issues have led to low user satisfaction and loyalty, although some users continue to use the service due to limited alternatives. This study aims to analyze the influence of service quality and pilotage service pricing on user loyalty through satisfaction as an intervening variable. A quantitative approach was used with Structural Equation Modeling based on Partial Least Squares (SEM-PLS) and 79 respondents. The analysis tested both direct and indirect relationships among the variables. The results show that the competence of crossing guards significantly influences both safety and user discipline. Discipline also plays a proven role in improving safety. Conversely, the functionality of safety equipment did not show a significant direct influence on either discipline or safety. Discipline was found to mediate the relationship between guard competence and safety, but not between equipment functionality and safety
Co-Authors Aang Gunawan, Aang Abdul Malik Rosidi Agus Setiawan Agustino Mardiandi Andri Primadi Asdo Artriviyanto Asep Ali Thabah, Asep Ali Aswanti Setyawati Bayu Indrianto Cecep Budiman Cecep Pahrudin, Cecep Cindy Herawati Darunanto, Danang Dian Artanti Arubusman Earny Ambarsari Edhie Budi Setiawan, Edhie Budi Edi Abdurachman Esterlinus Edwin Lermatan Esternilus Edwin Lermatan Euis Saribanon Fadlhi Fadhli Febriyanti Febriyanti Frederick Stephanus Manullang H. Edi Abdurachman Husnul Mulia Indra Gunawan Jermanto Setia Kurniawan Librita Arifiani Marthaleina Ruminda Muhammad Iqbal Ariebowo Muhammad Iqbal Firdaus Muhammad Thamrin Muhammad Tohir Mulyadi Mulyadi Mustika Sari Mustikasari Mustikasari Nashrullah Nashrullah Natalia Barek Boleng Nursery Alfaridi S Nasution Octaviani, Reni Dian Olfebri Peppy Fachrial Primadi Candra Susanto Ramandani Heru Saputra Reza Armansyah Rizky Abdul Aziz Utomo Sandriana Marina Sitanggang, Rohana Soemino Eko Saputro Sugiyanto Suripno Suripno Syalwa Divan Ulud Nopriyadi Yana Tatiana Yosi Pahala Yosi Pahala Yulianti Keke Yuliantini Yuliantini Zaenal Abidin