THE EFFECT OF SERVICE QUALITY AND WAITING ROOM FACILITIES ON PASSENGER SATISFACTION AT TERMINAL 3 OF SOEKARNO-HATTA AIRPORT

Adelia Shaffira Putri, Ridha Aulia Putri, Salahudin Rafi, Ratna Suminar

Abstract


Airport is an air transportation system that has a significant role as a gateway to connect between islands or between countries. Whether during the recovery period of the Covid-19 pandemic, the quality of services and facilities at the arrival and departure terminals of domestic and international terminals in the passenger waiting room become a benchmark for the comfort and satisfaction of the benefit of airport officers. The method used in this study is descriptive quantitative, that the sample used was 83 people. The data was collected by a questionnaire through a Google form and the distribution of the form was carried out starting from September 15, 2022. The subject of this study took the users of terminal 3 of Soekarno-Hatta Airport, ranging from 17 to 40 years old with 38 male and 45 female and the service quality variables have indicators of reliability, responsiveness, and empathy. Variable facilities have hands-on parking spaces, availability of seats, availability of accessible toilets, availability of places of worship, and availability of supporting facilities varied passenger satisfaction conformity of expectations, interest in revisiting, and willingness to re-recommend. Based on the results of the analysis of these data and discussions both for the quality of service on passenger satisfaction and facilities on passenger satisfaction, each of them has a positive and significant influence.


Keywords


Quality of Service; Facilities; Passenger Satisfaction

Full Text:

PDF

References


Andri, A., Kosasih, S. C., & Haryono, H. (2015). Passenger Satisfaction on the Services Provided By Halim Perdana Kusuma Airport Jakarta in 2014. Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG), 2(2), 211. https://doi.org/10.54324/j.mtl.v2i2.122

Hanif, M. R., Chrizara, R., Saribanon, E., & Ozali, I. (2020). the Effect of Service Quality and Passenger Satisfaction on Passenger Behavioral Intentions on Lion Air. Advances in Transportation and Logistics Research, 3(0), 481–489. https://proceedings.itltrisakti.ac.id/index.php/ATLR/article/view/301

Marina, S., Setiawati, A., & Salehati, N. A. (2020). E-Service Quality dan Repurchase Intention pada Travel Agent Online di Wilayah DKI Jakarta. Jurnal Manajemen Bisnis Transportasi Dan Logistik, 6(2), 127. https://doi.org/10.54324/j.mbtl.v6i2.524

Andriansyah, J., & Kusuma, P. (2022). Pengaruh Kualitas Pelayanan Dan Ketersediaan Fasilitas Terhadap Kepuasan Penumpang di Ruang Tunggu Bandar Udara Ahmad Yani Semarang. Jurnal Kewarganegaraan, 6.

Darmawan, H. (2022, August 2). Jumlah Penumpang Pesawat Domestik Periode Januari-Juni 2022 Meningkat 57,59 Persen Artikel ini telah tayang di Tribunnews.com dengan judul BPS: Jumlah Penumpang Pesawat Domestik Periode Januari-Juni 2022 Meningkat 57,59 Persen, https://www.tribunnews.com/bisnis/2022/08/02/bps-jumlah-penumpang-pesawat-domestik-periode-januari-juni-2022-meningkat-5759-persen. Penulis: Hari Darmawan Editor: Hendra Gunawan. Tribunnews.

Indrasari, M. (2019). PEMASARAN DAN KEPUASAN PELANGGAN (Meithiana Indrasari, Ed.; pertama). Unitomo Press.

Saragih, N., Dyahjatmayanti, D., Udara, M. T., Tinggi, S., & Kedirgantaraan Yogyakarta, T. (2022). A Nafameryl Saragih & Dhiani Dyahjatmayanti-Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta 1183 PENGARUH KUALITAS PELAYANAN RUANG TUNGGU DAN FASILITAS TERMINAL KEBERANGKATAN TERHADAP KEPUASAN PENUMPANG DI YOGYAKARTA INTERNATIONAL AIRPORT. Jurnal Kewarganegaraan, 6(1).

Valeria Roellyanti, M., Warosati Jannah -Sekolah Tinggi Teknologi Andri, A., Kosasih, S. C., & Haryono, H. (2015). Passenger Satisfaction on the Services Provided By Halim Perdana Kusuma Airport Jakarta in 2014. Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG), 2(2), 211. https://doi.org/10.54324/j.mtl.v2i2.122

Hanif, M. R., Chrizara, R., Saribanon, E., & Ozali, I. (2020). the Effect of Service Quality and Passenger Satisfaction on Passenger Behavioral Intentions on Lion Air. Advances in Transportation and Logistics Research, 3(0), 481–489. https://proceedings.itltrisakti.ac.id/index.php/ATLR/article/view/301

Marina, S., Setiawati, A., & Salehati, N. A. (2020). E-Service Quality dan Repurchase Intention pada Travel Agent Online di Wilayah DKI Jakarta. Jurnal Manajemen Bisnis Transportasi Dan Logistik, 6(2), 127. https://doi.org/10.54324/j.mbtl.v6i2.524




DOI: https://doi.org/10.25292/atlr.v5i0.497

Refbacks

  • There are currently no refbacks.


Copyright (c) 2023 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 http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.