DOCUMENT DIGITIZATION AND QUALITY OF SERVICE EFFECT TO CUSTOMER’S SATISFACTION IN SOEKARNO HATTA INTERNATIONAL AIRPORT

Daniel ellekha abineno, M Rofi Ramadhan, Lis Lesmini, Vica N Harahap

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 Passenger’s Satisfaction. Population of the research were all of the passengers who were the customers of Soekarno-Hatta International Airport’s 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 Customer’s  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.

Keywords


Document Digitization, Quality of Service, Facility, Soekarno-Hatta Airport

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DOI: https://doi.org/10.25292/atlr.v3i0.285

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