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All Journal Jurnal Ekonomi Manajemen Sistem Informasi Dinasti International Journal of Education Management and Social Science
Edi Abdurachman
Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
Economics, Econometrics & Finance Education

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The Effect of on Time Performance, Tracking System and Cargo Insurance on Customer Loyalty Through Customer Satisfaction Moderated By Age Isti Fani; Edi Abdurachman; Juliater Simarmata; Nofrisel Nofrisel
Dinasti International Journal of Education Management and Social Science Vol. 7 No. 4 (2026): Dinasti International Journal of Education Management and Social Science (April
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v7i4.6276

Abstract

This study examines the effects of on-time performance, tracking systems, and cargo insurance on customer loyalty in logistics services, with customer satisfaction as a mediating variable and age as a moderating factor. A quantitative approach was applied using Partial Least Squares Structural Equation Modeling (PLS-SEM). Data were collected through questionnaires from 318 logistics service users, providing adequate statistical robustness. The findings indicate that on-time performance, tracking systems, and cargo insurance significantly influence both customer satisfaction and customer loyalty. Customer satisfaction plays a key mediating role by strengthening the relationship between service attributes and loyalty. Moderation analysis shows that age strengthens these relationships among Generation Z. Overall, the study highlights the critical role of service reliability, information transparency, and risk protection in enhancing customer satisfaction and loyalty in logistics services
Analysis of The Influence of Service Quality, Price, and Reputation on Customer Loyalty with Customer Satisfaction as a Mediating Variable in a Freight Forwarding Company Eli Sofah; Nelmida Nelmida; Sita Anisah Sholihah; Cecep Pahrudin; Edi Abdurachman
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 5 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (Mei - Juni 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i5.8343

Abstract

This study examines the effects of service quality, price, and reputation on customer satisfaction and customer loyalty in the freight forwarding industry. The research is motivated by the need to identify key determinants of customer loyalty in an increasingly competitive logistics market. A descriptive quantitative approach was applied, with data collected from customers who have used freight forwarding services. The sample consisted of 250 respondents, determined using the Hair et al. formula (5 × number of indicators), and data were gathered through structured questionnaires. Structural Equation Modeling (SEM) was employed to analyze both direct and indirect relationships among variables. The results indicate that service quality, price, and reputation positively influence customer satisfaction, while customer satisfaction has a significant positive effect on customer loyalty. Furthermore, service quality and reputation indirectly affect loyalty through satisfaction, whereas the indirect effect of price through satisfaction is not statistically significant. These findings suggest that freight forwarding companies should focus on improving service quality and strengthening corporate reputation to enhance customer satisfaction and achieve sustainable customer loyalty.
Optimizing Strategy for the Utilization of Shipping Channels and Management of Facilities at The Marunda Center Public Terminal, BUP PT. Pelabuhan Tegar Indonesia Sigit Prayogo; Langas Denny Siahaan; Edi Abdurachman; Asep Suparman; Lira Agusinta
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.v7i4.7711

Abstract

This study aims to formulate strategies for optimizing the utilization of shipping channels and facility management at the Marunda Center Public Terminal operated by PT Pelabuhan Tegar Indonesia. The research addresses suboptimal channel use and terminal facility management that constrain vessel and cargo flow efficiency and reduce port competitiveness. A qualitative approach was applied through in-depth interviews with port management, operators, government agencies, and port users, complemented by Focus Group Discussions with key stakeholders. Thematic analysis was employed to identify core issues and strategic options. The findings reveal that limited channel depth and capacity, inadequate supporting infrastructure, and weak integration of inter-institutional information systems are the main constraints. The study recommends infrastructure upgrading, digital system integration, strengthened inter-agency coordination, and standardized operational procedures to improve efficiency, reduce service time, and reinforce Marunda Center Terminal’s role as a strategic logistics hub in the Greater Jakarta area.
The Influence of Information Technology and Human Resource Capability on Tenant Performance through Competitiveness at Soekarno-Hatta International Airport Anhar Aktari Simatupang; Edi Abdurachman; Salahuddin Rafi
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.v7i4.7747

Abstract

This study examines the effect of information technology and human resource capability on tenant performance at Soekarno-Hatta International Airport, with competitiveness as a mediating variable. The purpose of this study is to understand how the use of information technology and human resource capability can improve competitiveness and tenant performance in the competitive airport environment. The sample consisted of 150 tenant store managers, selected by stratified random sampling from a population of 675 tenants. A quantitative approach using structural equation modeling with partial least squares (SEM-PLS) was applied, with data collected through a five-point likert scale questionnaire. The results show that both information technology and human resource capability have significant effects on competitiveness. Information technology also has a direct effect on tenant performance, while human resource capability does not show a direct effect. Competitiveness plays a significant mediating role in strengthening the indirect relationship between information technology and  human resource capability with tenant performance.
The Influence of Personnel Competence, Facility Reliability and Speed of Process on Customer Satisfaction through Service Performance at Terminal 3 of Soekarno-Hatta International Airport Anindita Galuh Wardhani; Juliater Simarmata; Edi Abdurachman
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.v6i6.5986

Abstract

This study examines the influence of personnel competence, facility reliability, and process speed on service performance and customer satisfaction, as well as examining the mediating role of service performance in the relationship between the independent variables and customer satisfaction at Terminal 3 of Soekarno-Hatta International Airport. A quantitative approach was employed using the SEM-PLS data analysis technique. Data were gathered through a survey involving 410 passengers at Terminal 3 of Soekarno-Hatta International Airport. The results of the study indicate that personnel competence, facility reliability, and process speed have a significant positive impact on both service performance and customer satisfaction. Furthermore, service performance is found to successfully mediate the relationship between the three independent variables and customer satisfaction. Based on these findings, it is recommended that the management of Terminal 3 at Soekarno-Hatta International Airport enhance personnel training, ensure optimal facility maintenance, and implement digitalization and automation technologies to expedite service delivery.
Analysis of The Effect of On-Time Performance, Safety, Comfort, And Accessibility on E-WOM Through Passenger Satisfaction at Cililitan Terminal Nur Prasetyo; Dian Artanti Arubusman; Rully Indrawan; Djamal Subastian; Edi Abdurachman
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

Abstract

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.
Co-Authors Anhar Aktari Simatupang Anindita Galuh Wardhani Asep Suparman Cecep Pahrudin, Cecep Dian Artanti Arubusman Djamal Subastian Eli Sofah Isti Fani Juliater Simarmata Langas Denny Siahaan Lira Agusinta Nelmida Nelmida Nofrisel Nofrisel Nur Prasetyo Rully Indrawan Salahuddin Rafi Sigit Prayogo Sita Anisah Sholihah