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All Journal Dinasti International Journal of Management Science Jurnal Ekonomi Manajemen Sistem Informasi Dinasti International Journal of Digital Business Management Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Journal of Law, Poliitic and Humanities Jurnal Ilmu Multidisplin Indonesian Management and Accounting Research Aspirasi : Publikasi Hasil Pengabdian dan Kegiatan Masyarakat
Juliater Simarmata
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Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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Strategies for Enhancing Services Based on Information Systems and Global Marketing Research at PT Angkasa Pura Indonesia Airports Pasha, Mahardhika; Aden Muhamad Faisal; Dicky Kurniawan; Juliater Simarmata
Jurnal Ilmu Multidisiplin Vol. 4 No. 2 (2025): Jurnal Ilmu Multidisplin (Juni–Juli 2025)
Publisher : Green Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jim.v4i2.860

Abstract

This articles “Strategies for Enhancing Services Based on Information Systems and Global Marketing Research at PT Angkasa Pura Indonesia Airports” explores the role of information systems and global marketing research in enhancing airport service quality at PT Angkasa Pura Indonesia. Persistent challenges such as prolonged waiting times, poorly managed queues, and insufficient facilities for special needs passengers have impacted passenger satisfaction and the airport's reputation. Leveraging big data and Know Your Customer (KYC) systems presents an opportunity to address these issues.Using a qualitative case study approach, data were collected through in-depth interviews, observations, and document analysis. SWOT analysis was applied to evaluate internal strengths, weaknesses, external opportunities, and threats. The findings reveal that KYC implementation effectively utilizes big data for service personalization and operational efficiency. The Internal Factor Evaluation (IFE) score of 2.89 and the External Factor Evaluation (EFE) score of 2.95 highlight strong internal and external factors. However, challenges remain, including infrastructure limitations and low customer awareness of the KYC system.The recommended strategy is to maximize strengths to address threats (ST strategy). Key steps include improving customer education on KYC, enhancing accessibility at remote airports, and automating customer service processes. These efforts aim to improve passenger satisfaction, strengthen competitiveness, and elevate the airport's global standing.
Know Before You Ship : Raising Awareness of Dangerous Goods Classification Through University Community Service in Manila Devi Marlita; Juliater Simarmata; Sarinah Sihombing; Euis Saribanon; Sri Handayani; Nursery Alfaridi Nasution
ASPIRASI : Publikasi Hasil Pengabdian dan Kegiatan Masyarakat Vol. 3 No. 4 (2025): Juli : ASPIRASI : Publikasi Hasil Pengabdian dan Kegiatan Masyarakat
Publisher : Asosiasi Periset Bahasa Sastra Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/aspirasi.v3i4.2177

Abstract

As shipping activities through various modes of transportation increase, the need for adequate understanding of dangerous goods is becoming increasingly important, especially among the younger generation. Unfortunately, many students still do not understand the classification and risks associated with transporting these goods. This community service activity aims to increase awareness and understanding of high school students in the Philippines regarding the classification of dangerous goods and the importance of safety in the shipping process. The activity was carried out through an interactive outreach method that included visual presentations, case studies, and simple simulations to make the material easier to understand and apply. The material provided refers to international standards, namely the International Maritime Dangerous Goods (IMDG) Code and ICAO Technical Instructions (ICAO-TI), which are important references in the classification and handling of dangerous goods globally. Evaluation was carried out through pre-tests and post-tests to measure the level of student understanding before and after the activity. The results showed a significant increase in students' ability to recognize symbols, types of dangerous goods, and initial actions to be taken when faced with these goods. These findings confirm that the right educational approach can increase early awareness among students as potential actors in the logistics chain. It is hoped that similar programs can be implemented widely and sustainably in various educational institutions to minimize the risk of sending dangerous goods due to a lack of public knowledge.
Analisis Pemilihan Angkutan Sewa Khusus Online untuk Peningkatan Kualitas Pelayanan di Bandara Internasional Soekarno-Hatta Deni, Deni Agus Kurniawan; Juliater Simarmata; Reni Dian Octaviani; Jermanto Setia Kurniawan
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 6 No. 6 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (Juli - Agustus 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v6i6.6255

Abstract

Kebutuhan pelanggan terhadap angkutan sewa khusus online di Bandara Internasional Soekarno-Hatta (CGK) terus meningkat dari tahun ke tahun. Kondisi ini menuntut pengelola bandara untuk menyediakan layanan transportasi yang terstandarisasi dan mampu memberikan diferensiasi guna membentuk persepsi positif dari pengguna jasa. Penelitian ini bertujuan untuk mengidentifikasi kriteria layanan angkutan sewa khusus online yang wajib dimiliki oleh setiap brand operator yang bekerja sama dengan pengelola bandara. Metode penelitian dilakukan dalam dua tahap. Tahap pertama menggunakan Importance Performance Analysis (IPA) untuk menilai tingkat kepentingan dan kinerja pelayanan berdasarkan persepsi penumpang. Tahap kedua menggunakan Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) untuk menentukan prioritas pemilihan brand operator berdasarkan preferensi pengguna. Hasil analisis IPA menunjukkan empat atribut layanan berada pada Kuadran I (prioritas utama), yaitu durasi waktu penjemputan sesuai aplikasi, pemasangan stiker informasi pengaduan dan larangan merokok, adanya promosi atau tambahan layanan gratis, serta ruang tunggu calon penumpang sebelum dijemput. Sementara hasil TOPSIS menunjukkan Bluebird sebagai brand dengan preferensi tertinggi, diikuti Grabcar, Maxim, dan Gocar. Integrasi kedua metode menghasilkan enam usulan perbaikan yang dapat dijadikan standar layanan oleh PT Angkasa Pura Indonesia guna meningkatkan kualitas transportasi angkutan sewa khusus online di Bandara CGK secara menyeluruh.
Determinant Development of Airport Service Quality at Terminal 2 Soekarno Hatta Muhammad Faisal; Juliater Simarmata; Primadi Candra Susanto
Dinasti International Journal of Management Science Vol. 5 No. 4 (2024): Dinasti International Journal of Management Science (March-April 2024)
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31933/dijms.v5i4.2470

Abstract

The article on determinants of the development of airport service quality at terminal 2 Soekarno Hatta is a scientific literature article within the scope of human resource 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) The airport security system influences the development of airport service quality; 2) Airport infrastructure influences the development of airport service quality; and 3) Customer values influence the development of airport service quality.
Analysis of Passenger Satisfaction at Husein Sastranegara Airport R. Indra Crisna Seputra; Juliater Simarmata
Dinasti International Journal of Management Science Vol. 5 No. 5 (2024): Dinasti International Journal of Management Science (May - June 2024)
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31933/dijms.v5i5.2471

Abstract

The article analyzing passenger satisfaction at Husein Sastranegara Airport 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 check-in process influences passenger satisfaction at Husein Sastranegara Airport; 2) Airport accessibility influences passenger satisfaction at Husein Sastranegara Airport; and 3) Transportation connectivity influences passenger satisfaction at Husein Sastranegara Airport.
Analisis Keputusan Merek dan Produk Contact Center PT Angkasa Pura II Cahyo Sandyono; Setyo Harry Naval Pradiba; Bani Dwi Kusvendar; Juliater Simarmata
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 6 No. 4 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (Maret - April 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v6i4.4682

Abstract

Penelitian ini bertujuan untuk menganalisis keputusan merek dan produk contact center PT Angkasa Pura II (PT AP II), dimana latar belakang permasalahannya adalah karena akses pelanggan terhadap layanan online bandara PT AP II belum terstandarisasi, sulit diingat, atau memerlukan nomor yang berbeda untuk setiap lokus bandara yang dikelola oleh PT AP II. dengan memberikan nomor layanan call center 1500138 namun pelanggan membutuhkan kemudahan akses dimana nomor layanan sebelumnya dipersingkat menjadi 138. Perubahan ini selain sebagai langkah strategis dalam meningkatkan aksesibilitas layanan, juga memiliki makna historis yang dalam, mengingat angka 138 mencerminkan tanggal lahir perusahaan yaitu 13 Agustus. Metode penelitian yang digunakan adalah wawancara mendalam dengan personil yang terlibat dalam proses sentralisasi contact center, serta analisis data kualitatif mengenai dokumen dari PT Angkasa Pura II mengenai perubahan dan keputusan penggantian nomor. Hasil penelitian menunjukkan bahwa perubahan nomor layanan call center memberikan dampak positif terhadap brand awareness dan kepuasan pelanggan. Pelanggan lebih mudah mengingat nomor baru tersebut yang berkontribusi pada peningkatan jumlah panggilan masuk dan feedback positif. Penelitian ini menyimpulkan bahwa strategi branding yang mengintegrasikan unsur sejarah dapat menjadi alat yang efektif dalam meningkatkan loyalitas pelanggan dan memperkuat posisi perusahaan di pasar jasa kebandarudaraan.
Legal Aspects in Business Alliances and Strategic Partnerships Between Airlines Suryawan, Ryan Firdiansyah; Juliater Simarmata
Journal of Law, Politic and Humanities Vol. 4 No. 1 (2023): (JLPH) Journal of Law, Politic and Humanities (November - December 2023)
Publisher : Dinasti Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jlph.v4i1.359

Abstract

The research explores the role of law in governing business alliances and strategic partnerships in the aviation industry, analyses its legal framework, its business implications, and provides policy recommendations. Qualitative methods are used by summarizing findings from several international scientific journals. The findings highlight legal aspects such as antitrust regulation, consumer protection, and liability towards employees. The importance of regulatory compliance for safe and fair operations is highlighted, as well as periodic reviews of legal responses. By strengthening understanding and implementation of legal aspects, the aviation industry can better address future challenges and safeguard the interests of stakeholders.
Efforts to Increase the Level of Service at Terminal 3 Domestic at Soekarno Hatta International Airport Aziz Fahmi Harahap; Juliater Simarmata; Erman Noor
Dinasti International Journal of Economics, Finance & Accounting Vol. 5 No. 1 (2024): Dinasti International Journal of Economics, Finance & Accounting (March-April 2
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v5i1.2506

Abstract

The purpose of this study is (1) to determine and analyze the customer satisfaction index against the Level of Service; (2) to know and analyze the Level of Service factors considered important by the customer; (3) to identify and analyze the Level of Service gap between customer expectations and satisfaction; (4) to know and analyze the Level of Service factors that should be improved. The data collection method used a questionnaire with a sample of 201 respondents. The analysis method uses Gap Analysis, Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). Based on the results of CSI analysis, a value of 77.73 was obtained, the number was in the range of 60.01 – 80 which means satisfactory or good, while based on the results of the Importance Performance Analysis (IPA) analysis, 9 indicators were obtained which are still in quadrant one can be interpreted that these indicators have low reality and high expectations from Soekarno-Hatta International Airport terminal two.
Co-Authors Aden Muhamad Faisal Ardha Wulanigara Ardon Marbun Aziz Fahmi Harahap Bani Dwi Kusvendar Banjarnahor, Astri Rumondang Boy Fajar Prasetiyo Cahyo Sandyono Candra Ananda Cin Asmoro Danus Winarko Deni, Deni Agus Kurniawan Devi Marlita Dicky Kurniawan Erman Noor Esti Liana Euis Saribanon, Euis Farchan Hudayah Hery Mustika Jermanto Setia Kurniawan L. Denny Siahaan Mohammad Alif Widodo Muhammad Faisal Nessy. E. V. Simarmata Nursery Alfaridi S Nasution Pasha, Mahardhika Primadi Candra Susanto R. Indra Crisna Seputra R.Iskandar Ali Reni Dian Octaviani Sarinah Sihombing Sarwono Hadi Saputro Setyo Harry Naval Pradiba Sri Handayani suryawan, ryan firdiansyah Taufik Taufik Tengku Riza Zarzani N