DOCUMENT DIGITIZATION AND QUALITY OF SERVICE EFFECT TO CUSTOMERS SATISFACTION IN SOEKARNO HATTA INTERNATIONAL AIRPORT

Abstract

The purpose of this research is to perceive more deeply ?about how the document digitization can ?help the passenger? expedite and shorten their time for managing their documents at ?Soekarno-Hatta International Airport, Document Digitization can ?make the passengers movements become easier. The research method of this paper was ?quantitative descriptive analysis, by spreading questionnaire or interview as the data collection technique, and data analysis technique used multiple linear regression analysis altogether with T Test and F Test. This research was conducted? at PT Angkasa Pura II (Persero) Soekarno Hatta International Airport as one of State-Owned Enterprises (BUMN) in Indonesia which engages ?in airport business and airport-related services in western part of Indonesia. Variables of the research consist of two (X) variables which are Document Digitization (X1), Quality of Services (X2), and also (Y) variable which is Passengers Satisfaction. Population of the research were all of the passengers who were the customers of Soekarno-Hatta International Airports flight services. The sample was taken by using Random Sampling techniques, which took a total sample of 100 respondents. The results of the research shows that there is a positive relation and significance between Document Digitization and Quality of Service towards Customers ?Satisfaction at ?Soekarno-Hatta International Airport, in attempt of doing innovation in digitalizing document and giving a good quality of service; thus, it can ?be accepted and felt by the public.