Enhancing Airport Image Through The Experience and Behavior of Millennial Passengers In Using Airport Digital Lounges at Soekarno-Hatta International Airport

Roberto A Pradana, Ulrika Verawati, Yoanita Octora, Edhie Budi Setiawan


The concept of digitizing services is the implementation of current technological advances. As a place of human mobility, airports need to implement digital facilities to provide convenience to users. The experience and behavior of the passengers is expected to build a positive image for the airport. This study aims to determine the effect of the passenger experience and passenger behavior of millennials when using airport digital lounges on the image of the airport. This study uses a quantitative method using path analysis, while data sampling was performed using a questionnaire involving 104 respondents. The results of the study showed a significant effect of passenger experience on passenger behavior and airport image. The experience made by the interaction of passenger behavior in using digital facilities plays a major role in building the image of the airport because passengers feel greatly assisted by the services provided. In this case, passenger behavior does not function as a mediating variable.


passenger experience, passenger behavior, airport image, airport

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DOI: https://doi.org/10.25292/atlr.v2i0.176


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