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All Journal Jurnal Ekonomi Manajemen Sistem Informasi
Lira Agusinta
Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
Economics, Econometrics & Finance

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Strategic Analysis of the Five Pillars in Optimizing Customer Experience in The Express Logistics Industry (Case Study of Tiki Indonesia) Trie Maulana Apriyanto; Juliater Simarmata; Lira Agusinta; Yulianti Keke; Mustikasari Mustikasari
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.v7i5.8360

Abstract

This study aims to analyze the influence of the Strategic 5 Pillars (Customer, Network, Process, Technology, and People) on Customer Experience in the express logistics industry, with a case study on the courier service company TIKI Indonesia. The background of this research stems from the increasing demand for courier services driven by the growth of e-commerce, alongside persistent customer complaints that indicate the need to evaluate user experiences. The research adopts a quantitative approach, utilizing data collected through questionnaires. The population includes all users of TIKI's courier services in 2022–2023, totaling 288,366 users. A purposive sampling technique was applied, and using the Slovin formula, a total of 400 respondents were selected. The data were analyzed using multiple linear regression to examine the influence of each independent variable on customer experience, complemented by Importance–Performance Analysis (IPA) and the Customer Satisfaction Index (CSI). The findings reveal that the variables Customer, Network, Technology, and People have a positive and significant effect on customer experience, while Process shows no significant influence. Simultaneously, all five variables significantly affect customer experience. The CSI score of 78.49 indicates that customers are generally satisfied with TIKI’s services. Additionally, the IPA results identify several service attributes that require priority improvements. This study provides strategic implications for TIKI’s management in enhancing service quality through the continuous optimization of the five key pillars examined.
The Impact of Shipping Costs, Market Competition, And Service Quality with Exchange Rate as a Moderating Variable on the Export Volume in Shipping Companies I Gede Srineka Kawibawa; Lira Agusinta; Edhie Budi Setiawan; Eduard Alfian Syamsya; Sarinah Sihombing
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.v7i5.8374

Abstract

This study examines the effects of shipping costs, market competition, and service quality on export volume, with the exchange rate as a moderating variable among Indonesian exporters and freight forwarders using maritime transport and shipping companies also entered into the population to calculate the increase in export volume. A descriptive quantitative method was applied, employing primary data from questionnaires and secondary data from company reports, shipping statistics, and relevant literature. Using purposive sampling and the 10-times rule for 32 indicators, a minimum of 320 respondents was obtained. Data were analyzed with Structural Equation Modeling Partial Least Square (SEM-PLS) using SmartPLS 4. Results reveal that exchange rate, shipping costs, and service quality have a positive and significant impact on export volume. Higher shipping costs accompany increased export activity, while superior service quality enhances efficiency and international trade partner confidence. Conversely, the number of competitors shows no significant effect, indicating that the presence of more shipping operators does not directly raise export shipments. The exchange rate strengthens the relationships between shipping costs and competition with export volume but does not moderate the effect of service quality. These findings highlight the importance of exchange rate stability and improved maritime logistics services to foster Indonesia’s export growth, while expansion of shipping operators should be regulated to ensure competitive pricing and optimal service.
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 Self Check-in Machine Performance, Adoption Behavior, And Perception of Ease on Decisions to Use Self Check-In Machines Through Consumer Communication at Terminal 3 Domestic Soekarno Hatta International Airport Candra Ananda; Lira Agusinta; Jermanto Setia Kurniawan
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.v7i1.6457

Abstract

This research is motivated by the implementation of Self check-in at Terminal 3 Domestic Soekarno Hatta Airport, but along with the implementation there are still some shortcomings of Self check-in kiosks, including that they can only be used by passengers who do not have luggage and can only be used no later than 1 hour before departure. This study aims to determine the effect of Self check-in machine facility performance, adoption behavior, and perception of ease on the decision to use the self checkin machine through consumer communication at Terminal 3 Domestic Soekarno Hatta International Airport. The research method uses quantitative samples and research of 250 respondents taken using purposive sampling techniques. While the data collection technique uses questionnaires and data analysis using Structural Equation Modeling (SEM) based on Smart PLS. The results of the study show that consumer communication is influenced by the performance of Self check-in machine facilities, adoption behavior and perception of ease, and usage decisions. Furthermore, adoption behavior and perception of ease have a direct or indirect effect through consumer communication variables on the decision to use the Self check-in machine. However, consumer communication is not a variable that connects the influence of Self check-in machine performance on the decision to use the Self check-in machine.
Determinants of Passenger Satisfaction at Terminal 3 of Soekarno-Hatta Airport Sarwono Hadi Saputro; Siti Maemunah; Yuliantini; Lira Agusinta
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.v7i1.6477

Abstract

This study aims to analyze the influence of service quality, information quality, accessibility, and facilities on passenger satisfaction at Terminal 3 of Soekarno-Hatta Airport. The population of this research includes all passengers or users of Terminal 3, with data collected from January 2023 to December 2023. The sample consists of 182 respondents selected through purposive random sampling. The data collection instrument is a questionnaire, and data analysis is conducted using SPSS software through classical assumption tests and multiple linear regression analysis. The results show that service quality, information quality, and facilities have a positive and significant effect on passenger satisfaction, while accessibility does not have a significant impact. Based on these findings, it is recommended that the management of Terminal 3 continue to improve service quality, provide more accurate and relevant information, and ensure that facilities remain well-maintained and modern. Future research is encouraged to expand the scope of the study by adding other relevant variables, such as security aspects or the use of technology in airport.
The Effect of Sales Visits and Customer Awareness Through Relationship Marketing on Business Partners’ Intention to Collaborate with PT Pelabuhan Tanjung Priok Ellen Rumintang; Sofwan Farisyi; Zaenal Abidin; Dian Artanti Arubusman; Lira Agusinta
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.v7i2.6745

Abstract

Maritime transportation plays a vital role in supporting connectivity and economic growth in Indonesia as an archipelagic nation. Ports, as the main hubs of maritime transportation, are required to provide efficient and high-quality services to maintain customer satisfaction and loyalty. PT Pelabuhan Tanjung Priok (PTP), as a provider of multipurpose terminal services, has implemented various marketing strategies, including sales visits, increasing customer awareness, and applying relationship marketing. However, the results of the 2022 customer engagement survey showed fluctuations in some branches, and cargo traffic realization only reached 79.22% of the RKAP target, indicating the need to evaluate the effectiveness of existing marketing strategies. This study aims to analyze the influence of sales visits and customer awareness through relationship marketing on business partners' interest in collaborating with PT Pelabuhan Tanjung Priok. The selection of variables is based on theoretical and empirical relevance, where sales visits are considered important in building direct interaction and trust, customer awareness influences perception and interest in using services, while relationship marketing focuses on establishing mutually beneficial long-term relationships. This study uses quantitative methods with SEM PLS analysis. The results show that relationship marketing mediates sales visits and customer awareness on the interest of business partners in collaborating with PT Pelabuhan Tanjung Priok.
Adoption of Self Check-In Services at Terminal 1A of Soekarno-Hatta International Airport Rully Setyawan; Yuliantini Yuliantini; Endang Sugiharti; Lira Agusinta; Zaenal Abidin
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.v7i3.7401

Abstract

The provision of Self-service Check -in facilities at Terminal 1A is expected to improve operational smoothness, especially to automate the Check -in process using technology so that it can be more effective and efficient. This study was conducted to highlight the adoption of the use of Self-service Check -in facilities, using qualitative descriptive methods and analysis using the Delphi method. The purpose of the study is in line with the formulation of the problem and research questions, with the conclusion that Self-service Check -in facilities can improve service quality because they can be used easily, practically and save time in the Check -in process. Data were obtained through direct observation, interviews, documentation, and literature studies. The findings show that Self-Check -in facilities can also reduce the burden on officers and queues in carrying out the Check -in process at manual counters, but these facilities are not optimal because there are still network constraints or paper that does not come out to print boarding passes, and has not been integrated with Self-baggage drop. Several efforts have been made to overcome these obstacles, such as conducting periodic maintenance on Self-service Check -in machines, providing usage information through social media, and making efforts so that Self-service Check -in can be integrated with Self-baggage drop so that it can facilitate passengers in carrying out the Check -in process along with handling passenger baggage.
Co-Authors Asep Suparman Candra Ananda Dian Artanti Arubusman Edhie Budi Setiawan Edi Abdurachman Eduard Alfian Syamsya Ellen Rumintang Endang Sugiharti I Gede Srineka Kawibawa Jermanto Setia Kurniawan Juliater Simarmata Langas Denny Siahaan Mustikasari Mustikasari Rully Setyawan Sarinah Sihombing Sarwono Hadi Saputro Sigit Prayogo Siti Maemunah Sofwan Farisyi Trie Maulana Apriyanto Yulianti Keke Yuliantini Yuliantini Yuliantini Zaenal Abidin