Bagus Putra Wibowo, Saskia Olivia, Alit Sodikin, Rehani Fitrina


This research aims at identifying the impact of management strategies and service quality on customer’s satisfaction through standardization. This survey was conducted using  questionnaire from 100 passengers of Soekarno-Hatta Airport, the transportation services industry. The questionnaire was collected, and the data was analyzed using PLS-SEM. The results show the Integration of management strategies with standardization. In fact, standardization is very important to improve service quality; moreover, service quality has a higher impact on service quality. Customer’s satisfaction has a significant impact on standardization. The findings of this study improve the integrated framework for analyzing the role of standard management strategies and service quality to customer’s satisfaction


Management Strategy, Service Quality, Customer’s satisfaction, Covid-19, HAC

Full Text:



Bigovic, M., & Prašnikar, J. (2015). Predicting tourists’ behavioural intentions at the destination level. Current Issues in Tourism, 18(8), 744–764. Retrieved from, C. K. W. (2015). On-time performance, passenger expectations and satisfaction in the Chinese airline industry. Journal of Air Transport Management, 47, 39–47. Retrieved from

de Keyser, A., & Lariviere, B. (2014). How technical and functional service quality drive consumer happiness: Moderating influences of channel usage. Journal of Service Management, 25(1), 30–48. Retrieved from Deumert, A. N. A. (2010). Imbodela zamakhumsha ? Reflections on, 29, 243–264. Retrieved from

Ega Alfreda. (n.d.). Simak Sejumlah Protokol Penumpang di Bandara Saat Pandemi Covid-19 Artikel ini telah tayang di dengan judul Simak Sejumlah Protokol Penumpang di Bandara Saat Pandemi Covid-19, Retrieved from Epstein,

M. J., & Roy, M. J. (2007). Implementing a corporate environmental strategy: Establishing coordination and control within multinational companies. Business Strategy and the Environment, 16(6), 389–403. Retrieved from Ferreira, J. J. M., Fernandes, C. I., & Ratten, V. (2016). A co-citation bibliometric analysis of strategic management research. Scientometrics, 109(1), 1–32. Retrieved from

Fodness, D., & Murray, B. (2007). Passengers’ expectations of airport service quality. Journal of Services Marketing, 21(7), 492–506. Retrieved from

Francis, G., Humphreys, I., & Fry, J. (2002). the Benchmarking of Airport Efficiency. Journal of Air Transport Management, 8(4), 239–247.Gilson, L. L., Mathieu, J. E., Shalley, C. E., & Ruddy, T. M. (2005). Creativity and standardization: Complementary or conflicting drivers of team effectiveness? Academy of Management Journal, 48(3), 521–531. Retrieved from

Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. Retrieved from Kasiri, L. A., Guan Cheng, K. T., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, Customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35(November 2016), 91–97. Retrieved from

Lien, N. (2001). The Effects of Service Quality Dimentsions on Customer satisfaction Across Different Service Types : Alternative Differentiation As a Moderator. Advances in Consumer Research, 35, 522–526.Mayasari, S. (n.d.). Protokol di Bandara Soetta, penumpang wajib punya SIKM. Retrieved from Merkert, R., & Pearson, J. (2015). A non-parametric efficiency measure incorporating perceived airline service levels and profitability. Journal of Transport Economics and Policy, 49(April), 261–275.

Nickols, F. (2016). THINKING. Rahim, A. G. (2017). Perceived Service Quality and Customer Loyalty: The Mediating Effect of Customer satisfaction in the Nigerian Airline Industry. International Journal of Management and Economics, 52(1), 94–117. Retrieved from Rasyida, D. R., Mujiya Ulkhaq, M., Setiowati, P. R., & Setyorini, N. A. (2016). Assessing Service Quality: A Combination of SERVPERF and Importance-Performance Analysis. MATEC Web of Conferences, 68, 6–10. Retrieved from

Teece, D. J. (2017). A capability theory of the firm : an economics and ( Strategic ) management perspective management perspective, 9954(October), 0–43. Retrieved from

Yuan, J., & Soocheong, J. S. (2008). The effects of quality and satisfaction on awareness and behavioral intentions: Exploring the role of a wine festival. Journal of Travel Research, 46(3), 279–288. Retrieved from



  • There are currently no refbacks.

Copyright (c) 2020 Advances in Transportation and Logistics Research

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Advances in Transportation and Logistics Research

ISSN: 2622-5778 (online)
Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

ATLR by is licensed under a Creative Commons Attribution 4.0 International License.