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Jurnal Manajemen Dirgantara
Published by Sekolah Tinggi Teknologi Kedirgantaraan
ISSN : 22527451     EISSN : 26220946     DOI : -
Core Subject : Science, Education, Engineering,
Decision Sciences, Operations Research & Management Education Industrial & Manufacturing Engineering Transportation
Jurnal Manajemen Dirgantara is a scientific journal published by Sekolah Tinggi Teknologi Kedirgantaraan. Jurnal Manajemen Dirgantara was first published in 2008 with registered number ISSN 2252-7451 (Print) and ISSN 2622-0946 (Online), is a peer-reviewed journal published two times a year (July and December). Jurnal Manajemen Dirgantara is intended to be the journal for publishing articles reporting the results of management research on aviation.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Menejemen Teknologi dan Inovasi
Articles 311 Documents
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Pengaruh Pelayanan Unit Costumer Service dan Informasi terhadap Kepuasan Pelanggan PT Angkasa Pura Indonesia di Bandar Udara Adi Soemarmo Boyolali Rohmadhani, Affit Aulia; Fakhrudin, Arif
Jurnal Manajemen Dirgantara Vol 18 No 2 (2025): Jurnal Manajemen Dirgantara, Desember 2025
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56521/manajemen-dirgantara.v18i2.1418

Abstract

This study aims to analyze the influence of Customer Service and Information unit services on customer satisfaction at PT Angkasa Pura Indonesia at Adi Soemarmo Airport, Boyolali. The method used is quantitative through a survey of 100 respondents who have used the service. Data analysis was carried out by testing validity, reliability, normality, linearity, simple linear regression, t-test, and coefficient of determination (R²) using SPSS. The results of the validity test indicate that all questionnaire items are valid, and the reliability test shows reliability. The data is stated to be normally distributed. The results of the regression test indicate that Customer Service and Information unit services have a significant effect on customer satisfaction, with a significance value of <0.05 and a coefficient of determination of 0.455. This means that 45.5% of customer satisfaction is explained by service variables, while the rest is influenced by other factors. The conclusion of this study is that improving the quality of Customer Service and Information services has an important role in increasing customer satisfaction in the airport environment.
Dinamika Pendapatan Tiket Penerbangan Domestik PT Garuda Indonesia Tbk Saifuloh, Nur Imam; Panggabean, Bungaran; Butarbutar, Sopar Tumpak Rensius
Jurnal Manajemen Dirgantara Vol 18 No 2 (2025): Jurnal Manajemen Dirgantara, Desember 2025
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56521/manajemen-dirgantara.v18i2.1427

Abstract

The main revenue of service companies engaged in the aviation industry comes from the sale of passenger tickets, and PT Garuda Indonesia Tbk is no exception. However, there was a drastic decline when the covid-19 pandemic hit which limited the mobility of people. This study is directed at comparing pre- and post-pandemic conditions, which will then lead to an analysis of domestic flight ticket revenue factors. A quantitative approach is used to dissect the problem with paired sample t-test and exploratory factor analysis (EFA). The initial test uses secondary data in the form of pre- and post-pandemic airplane ticket revenues for each of the 15 periods (months). Meanwhile, the second test used primary data collected through distributing questionnaires to 60 respondents who use economy aircraft type B737-800NG on domestic routes. The results showed a significant difference in pre and post-pandemic airplane ticket revenues. After an in-depth study, of the six proposed determinant variables, two of them can be considered as determinants, namely maintenance as factor 1 and price as factor 2. The remaining four variables, namely punctuality, audio video services, aircraft cleanliness and seat comfort, are categorized in factor 1. These findings support the importance of airline marketing strategies, especially setting competitive ticket prices and excellent service to its users. The more affordable the price offered plus the better the service. The practical implications for management are (1) operational efficiency such as aircraft fleet optimization or digitization and automation of business processes, (2) product and service segmentation by offering tiered services and ticket bundling, (3) utilization of technology by opening application-based services and loyalty programs, (4) strategic partnerships, especially hotels, restaurants and land transportation, and (5) focus on customer satisfaction.
Pengaruh Penerapan Sweeping Bagasi Penumpang Maskapai Citilink terhadap Optimalisasi Kinerja Petugas Boarding Gate PT Gapura Angkasa Yogyakarta International Airport Fauziah, Syifa; Syahputri, Khofifah Indah
Jurnal Manajemen Dirgantara Vol 18 No 2 (2025): Jurnal Manajemen Dirgantara, Desember 2025
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56521/manajemen-dirgantara.v18i2.1469

Abstract

Aviation, as an important mode of transportation, demands strict safety standards, one of which is through the implementation of baggage sweeping. Citilink at Yogyakarta International Airport has implemented baggage sweeping to improve safety and operational efficiency. This process involves the vital role of ground handling officers in ensuring flight security. However, officers face obstacles in the form of a lack of understanding and passenger resistance to the baggage sweeping policy. These obstacles have the potential to affect officer performance and passenger satisfaction. Therefore, proper baggage sweeping management is necessary to maintain security without reducing service quality. This study aims to analyze the effect of baggage sweeping implementation on optimizing the performance of departure gate officers. The research method used is quantitative with data collection through questionnaires. The study respondents included all 45 departure gate officers of PT Gapura Angkasa at Yogyakarta International Airport. Data analysis was conducted using SEM PLS 4.0 through validity, reliability, R-square, and hypothesis testing. The results showed that the implementation of baggage sweeping had a positive and significant effect on officer performance with a coefficient of 0.821 and an R-square of 0.673. Strict baggage inspection procedures are the most dominant factor, while reducing baggage damage and punctuality of boarding require further attention.
Pengaruh E-WOM (Electronic Word of Mouth), Kualitas Pelayanan, dan Kepuasan terhadap Keputusan Wisatawan Berkunjung di Solo Raya (Survei Wisatawan Pracima Tuin dan Keris Cafe & Kitchen) Sharen Alviola; Elizabeth Shinta Gunawan; Jagad Dwi Prakosa; Fernanda Bintang Enggarwati; Ridho Muhhari; Nadiya Fikriuatuz Zakiya
Jurnal Manajemen Dirgantara Vol 18 No 1 (2025): Jurnal Manajemen Dirgantara, Juli 2025
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56521/manajemen-dirgantara.v18i1.1411

Abstract

This study analyzed the influence of electronic word-of-mouth, service quality, and satisfaction on tourists’ decisions to visit Pracima Tuin and Keris Caffe & Kitchen in Solo Raya. Using a descriptive qualitative approach, data were gathered through observation, interviews, and documentation. The findings showed that positive social media reviews influenced tourists’ interest and decisions. Despite service issues such as delays and reservation problems, visitors remained satisfied due to staff hospitality and the venue’s ambiance. Satisfaction contributed to repeat visits and recommendations. The study highlighted the importance of managing online communication, improving service, and delivering memorable experiences to enhance the appeal of cultural culinary destinations in Solo Raya.
Strategi Pemasaran VIP Airport Service JOUMPA untuk Meningkatkan Jumlah Penjualan di Yogyakarta International Airport Diva Putri Perdani; Kartika Fajar Nieamah
Jurnal Manajemen Dirgantara Vol 19 No 1 (2026): Jurnal Manajemen Dirgantara, Juli 2026
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56521/manajemen-dirgantara.v19i1.1401

Abstract

This research aims to look at effective marketing strategies in the airport VIP service industry, especially at Yogyakarta International Airport. The research method uses a descriptive qualitative approach through SWOT analysis. The data collection techniques used are indept interviews, observation, and documentation. The results showed that the marketing strategy of VIP Airport Service Joumpa at Yogyakarta International Airport has fulfilled the 7P marketing mix indicators (product, price, promotion, place, people, process, physical evidence). In dealing with existing obstacles as responsible staff, joumpa staff will standby and prepare their best service and maintain communication by keeping in touch with customers. Then joumpa staff also maximize their services professionally by carrying out their duties according to procedures. Keywords: Marketing Strategy, VIP Airport Service Joumpa, Sales Volume
Analisis Peran Teknologi SITEK Reborn dalam Meningkatkan Efisiensi dan Intensitas Pengiriman Kargo Harian di PT. Integrasi Aviasi Solusi Regional 3 Surabaya Hesti Meydawati; Rosiana Ulfa
Jurnal Manajemen Dirgantara Vol 19 No 1 (2026): Jurnal Manajemen Dirgantara, Juli 2026
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56521/manajemen-dirgantara.v19i1.1486

Abstract

This research is motivated by a significant increase in the volume of air cargo shipments in recent years demanding a more efficient and integrated management system, thus posing serious challenges in operational efficiency and data accuracy. PT Integrasi Aviasi Solusi Regional 3 Surabaya as a company that carries the concept of operational digitalization through SITEK Reborn, needs to evaluate the extent to which the application of digital transformation principles has been implemented, especially in managing cargo information systems and increasing operational efficiency. This research uses descriptive qualitative methods, with data collection techniques through observation, interviews and documentation. The research was conducted in May 2025 at PT Integration Aviation Solution Regional 3 Surabaya. Primary data sources were obtained from three resource persons responsible for operating the SITEK Reborn system at PT Integrasi Aviasi Solusi Regional 3 Surabaya. The results showed that the implementation of SITEK Reborn at PT Integrasi Aviasi Solusi Regional 3 Surabaya has successfully achieved a comprehensive digital transformation in daily cargo operations through the replacement of the G2 manual system with barcode scanning technology which resulted in a tremendous increase in operational efficiency, where data input time was reduced from 3-5 minutes to 5-10 seconds with time efficiency of up to 95%, throughput capacity increased from 150-200 AWB to 350-400 AWB per day, error rate dropped from 12-15% to less than 1%, inventory management accuracy increased from 88% to 99.5%, and better customer experience with reduced waiting time from 30-45 minutes to 5-10 minutes and reduced customer complaints by 80%. Despite facing multidimensional challenges of human resource constraints, technical infrastructure, regulatory complexity, and system scalability, the successful implementation was achieved through a holistic strategy that integrated phased training and mentoring programs, comprehensive IT infrastructure updates, flexible regulatory system adaptation, and scalable cloud architecture, thus proving that successful digital transformation requires an integrated approach between human resource development, technology modernization, regulatory compliance, and long-term capacity planning to create a sustainable and effective system to support business operations.
The Communication of Customer Service Officers To International Passengers: A Study at I Gusti Ngurah Rai International Airport Ferdian Andika Putra; Gallis Nawang Ginusti
Jurnal Manajemen Dirgantara Vol 19 No 1 (2026): Jurnal Manajemen Dirgantara, Juli 2026
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56521/manajemen-dirgantara.v19i1.1578

Abstract

Effective communication is a crucial element in airport services, yet the complexity of interactions with passengers from diverse backgrounds, especially foreign nationals, often presents significant challenges. This research examines the communication obstacles and barriers encountered by customer service officers when interacting with passengers, particularly foreign passengers, at I Gusti Ngurah Rai International Airport, Bali. A quantitative approach was employed with a descriptive research method. Data was collected through questionnaires administered to 75 customer service officers. Data analysis was performed to identify the descriptive statistics of the officers' responses. The results indicate that officers possess a good level of readiness and adaptability in communication. The most potential obstacle identified arises from officers' inadequate practical experience, especially in dealing with the complexities of interacting with foreign passengers. Meanwhile, the most prominent communication barriers are not solely linguistic in nature; they also encompass interrelated psychological, physical, and sociocultural aspects. The barriers are evidenced by a lack of confidence in using the language and an elevated cognitive load when processing or translating information, followed by physical and environmental factors, including passengers’ physical conditions, the physical distance, and the presence of crowds, as well as socio-cultural factors, such as stereotypes and value differences, have been shown to play a very significant role. These indicate the necessity to prioritize the cultivation of practical skills, self-assurance and cultural awareness, rather than merely enhancing language competence. Keywords: Intercultural Communication, Obstacles, Barriers, Customer Service, International Airport
Empirisme Kepuasan Pelanggan Smartphone Oppo yang Ditinjau dari Kualitas Produk dan Harga Muhammad Abdullah; Brigita Inka Grace Epipanias Larosa; Notia Daeli; Murniwati Laia
Jurnal Manajemen Dirgantara Vol 19 No 1 (2026): Jurnal Manajemen Dirgantara, Juli 2026
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56521/manajemen-dirgantara.v19i1.1580

Abstract

This study examines the simultaneous effects of product quality and pricing on customer satisfaction with Oppo smartphones in Jakarta Pusat, Indonesia. In an increasingly competitive smartphone market, identifying key determinants of customer satisfaction is essential for maintaining brand loyalty and competitive advantage. Utilizing a quantitative causal research design, data were collected from 96 purposively sampled Oppo users residing in Jakarta Pusat. Statistical analysis using SPSS revealed that product quality and price collectively explain 28.3% of the variance in customer satisfaction. Specifically, product durability and biometric feature accuracy positively influenced satisfaction, whereas design aesthetics and ergonomic attributes presented opportunities for enhancement. Price affordability was a significant predictor; however, perceptions regarding value for money were mixed, underscoring the necessity for improved marketing communication. Additionally, customer willingness to recommend Oppo smartphones was identified as an area requiring strategic focus. Based on these findings, practical recommendations include implementing referral incentive programs, targeted social media campaigns to encourage positive user testimonials, and optimizing after-sales services to strengthen brand advocacy and customer retention. This research contributes empirically to the understanding of value-driven satisfaction among urban Indonesian smartphone consumers and offers actionable insights for practitioners seeking to enhance market performance.
Employee Engagement Group Rumah Makan di Yogyakarta Tahun 2024 Suhartono Suhartono; Awal Satrio Nugroho
Jurnal Manajemen Dirgantara Vol 19 No 1 (2026): Jurnal Manajemen Dirgantara, Juli 2026
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56521/manajemen-dirgantara.v19i1.1618

Abstract

Human resources are a very important asset for companies. Good human resource management will produce good results for the company. Employee engagement is a relatively new term in human resource management. According to Tritch [1], employees who have engagement values are workers who are fully involved and enthusiastic in their work. Another view of employee engagement is expressed by Macey & Schneider [2], who state that employee engagement not only makes employees contribute more, but also makes them more loyal, thereby reducing their desire to leave the company voluntarily. Thomas [5] defines employee engagement as a stable psychological state resulting from the interaction between an individual and the environment in which they work. The factors or aspects that shape employee engagement, which are popularly developed by the Kenexa Employee Engagement Index (EEI) standard, are measured based on four components, namely Pride, Satisfaction, Advocacy, and Retention. The research population consists of all 330 employees of a restaurant group in Yogyakarta. This research is referred to as a population study because the entire population is used as the research sample [6]. Therefore, in this study, all employees will be the research sample (all employees will be given a questionnaire).
Sustainable Urban Transport: The Role of Public Transportation Quality in Reducing Private Vehicle Dependence Arif Fakhrudin Fakhrudin; Yasmudi; Irfan Abdulhafizh Karnaen; Vidyana Mandrawaty; Indriyana Mandraeny; Prasetyowati
Jurnal Manajemen Dirgantara Vol 19 No 1 (2026): Jurnal Manajemen Dirgantara, Juli 2026
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56521/manajemen-dirgantara.v19i1.1897

Abstract

Sustainable urban transport has become a critical priority for cities worldwide as rapid urbanization and increasing mobility demand intensify traffic congestion, environmental pollution, and energy consumption. One of the major challenges faced by urban transportation systems is the growing dependence on private vehicles, which contributes significantly to greenhouse gas emissions and urban mobility inefficiencies. In response to these challenges, improving public transportation systems has been widely recognized as an essential strategy for promoting sustainable urban mobility. This study examines the role of public transportation quality in reducing private vehicle dependence among urban commuters. Using a quantitative research approach, data were collected from 312 urban commuters through a structured questionnaire survey. The study employed Structural Equation Modelling (SEM) to analyse the relationship between perceived public transportation quality and private vehicle dependence. Public transportation quality was measured through several dimensions, including reliability, accessibility, comfort, safety, and service frequency. The results indicate that public transportation quality has a significant negative effect on private vehicle dependence. This finding suggests that improvements in service quality can encourage commuters to shift from private vehicles to public transportation. In particular, reliable and accessible services, along with improved passenger comfort and safety, play a crucial role in shaping transportation mode choices. This study contributes to the literature on sustainable urban mobility by providing empirical evidence that enhancing public transportation quality can effectively reduce reliance on private vehicles. The findings also offer important policy implications for urban planners and transportation authority’s seeking to develop more sustainable and efficient urban transportation systems.

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