ANALYSIS OF SERVICE QUALITY AND EFFECTIVENESS – EFFICIENCY OF USE OF ONLINE CHECK-IN TOWARDS THE FLOW OF PASSENGER TRAFFIC FOR CUSTOMER SATISFACTION AT SOEKARNO HATTA INTERNATIONAL AIRPORT IN 2022

Putra Mahardika, Charissa Mediana Putri, Lira Agusinta, Danang Darunanto

Abstract


This study aims to analyze the effectiveness and efficiency of online check-in users at Soekarno Hatta International Airport. The methodology of this writing is using quantitative. we distribute questionnaires to customers of the Soekarno-Hatta international airport using various airlines (PNS/Private Employees/Students/Students) and we got 107 correspondence in this journal. The data uses SEM - SmartPLS version 4.0 which is applied to test relationships and hypotheses. From the results of this study, it can be concluded that the quality of check-in services significantly affects the smooth flow of passengers and customer satisfaction, while the effectiveness and efficiency variables do not significantly affect the smooth flow of passengers and customer satisfaction. This journal provides new knowledge about the effect of online check-in on customer satisfaction.

Keywords


check-in counter; effectiveness & efficiency online check-in; customer satisfaction; service quality

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DOI: https://doi.org/10.25292/atlr.v5i0.514

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