Mohammad Fadly V’delon Syam, La Ode Muhammad Izrullah Ismi, Siti Maemunah, Alit Sodikin


Studies related to the influence of customer experience on customer satisfaction have an impact on customer loyalty. Satisfied customers create customer loyalty. Facilities in the form of physical equipment offered by the airport make consumers satisfied and give birth to loyalty. The airport meets consumer expectations in quality, facilities create customer satisfaction and loyalty. The methodology of this writing is quantitative, distributing questionnaires to 100 airport customers (PNS/private employees/students/entrepreneurs). SEM - SmartPLS Version : 3.0. The findings of this study are that the variable quality of service and facilities carried out does not affect the variable of customer loyalty. However, there are also several variables that influence, namely customer experience and customer satisfaction with customer loyalty. Variables of customer experience and customer satisfaction affect customer loyalty. This novelty provides new insights into improving the quality of airport services and facilities. Further research is recommended to adopt innovative and intelligent airport technology.


customer experience, service quality, facilities, customer satisfaction, and customer loyalty

Full Text:



Ahmed, R. R., Vveinhardt, J., Warraich, U. A., & Baloch, A. (2020). Customer satisfaction & loyalty and organizational complaint handling.Economic Aspects of Business Operation of Airline Industry, 31, 114– 125.

Arikunto, S. (2013). Research Procedure, a practical approach. Baker, D. M. A. (2013). Service Quality and Customer Satisfaction in theAirline Industry: A Comparison between Legacy Airlines and Low- Cost Airlines. American Journal of Tourism Research, 2(1), 67–77.

Berry, L. L., Carbone, L. P., & Haeckel, S. H. (2002). Managing the total customer experience. MIT Sloan Management Review, 43, 85– 89.

Castillo-Manzano, J., & López-Valpuesta, L. (2013). Check-in services andpassenger behaviour: Self service technologies in airport systems. Computers in Human Behavior, 29, 2431–2437. 5.030

Chanda, R., & Chopra, K. (2019). Customer Experience Management in Airline Industry. April. omer_Exper ience_Management_in_Airline_Industry

Chen, S. C., & Lin, C. P. (2015). The impact of customer experience andperceived value on sustainable social relationship in blogs: An empirical study.

Technological Forecasting and Social Change, 96,40– 50.

Chin, W. (2000). Partial Least Squares for Researcher: An Overview and Prosentation of Recent Advances Using the PLS Approach.

Cossío-Silva, F.-J., Revilla-Camacho, M., Vega-Vazquez, M., & Palacios,

B. (2015). Value co-creation and customer loyalty. Journal of BusinessResearch, 69.

Dewi, T. U., & Nugroho, P. N. A. (2020). Pengaruh Customer Experience Terhadap Customer Satisfaction Dan Customer Loyalty Institut Français Indonesia Di Surabaya. Jurnal Teknologi Dan Terapan Bisnis(JTTB), 3(2), 30–39.

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

Griffin, J. (2010). Menumbuhkan dan Mempertahankan KesetiaanPelanggan. Customer Loyalty.

Gumussoy, K. (2016). The Effects of Service Quality, Perceived Value andPrice Fairness on Hotel Customers’ Satisfaction. Journal of Economics, Business and Management, 4(9).

Haroen, R. (2020). Analisis Pengaruh Kualitas Produk , Kualitas Pelayanan,Kepercayaan Pelanggan Terhadap Loyalitas Pelanggan (Studi Kasus Pada Pt Nusantara Surya Sakti). Jurnal Manajemen & Bisnis Jayakarta, 1(2), 101–120.

Hassan, T. H., & Salem, A. E. (2022). Impact of service quality of low-cost carriers on airline image and consumers’ satisfaction and loyalty duringthe covid-19 outbreak.

International Journal of Environmental Research and Public Health, 19(1).

Irawan, D., Japarianto, E., & L. (2013). I 1.615. Analisa Pengaruh KualitasProduk Terhadap Loyalitas Melalui Kepuasan Sebagai Variabel Intervening Pada Pelanggan Restoran Por Kee Surabaya, 1(2), 1–8.

Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customersatisfaction and loyalty in China’s airline market. Journal of Air Transport Management, 57, 80–88.

Kobyak, M. V., & Lvovna, I. E. (2015). The Competitiveness of HotelFacilities. Theory and Practice. Organization, 12(6), 374–381.

Kotler. (2013). Manajemen Pemasaran (Edisi Keem). Erlangga. Kotler, P. K. L. K. (2009). Manajemen Pemasaran (Jilid 1). Erlangga.

Lin, M. J., & Wang, W. (2015). Examining e-commerce customer satisfaction and loyalty: an integrated quality- risk-value perspective.Journal of Organizational Computing and Electronic Commerce, 25(4), 379–401.

Lupiyoadi, R. (2004). Manajemen Pemasaran Jasa: Teori dan Pratek. Manajemen Pemasaran.

Maemunah, S. (2020). Create a Customer Loyalty In Travel Sector. Business and Entrepreneurial Review, 20(2), 141–152.

Maemunah, S., & Susanto, P. H. (2019). The effect of attitude and purchasing of millennials consumers towards brand love in sports wearbrands. International Journal of Advanced Science and Technology, 29(5), 515–523.

Maemunah, S., & Syakbani, B. (2021). Strategic Logistics on Halal Products. Valid: Jurnal Ilmiah, 18(2), 128–135.

Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: thinking for the future. Journal of Retailing and Consumer Services, 40, 261–269.

Muhlidin. (2022). Analisis Pengaruh Kualitas Pelayanan, Fasilitas, Dan Ketepatan Waktu Terhadap Kepuasan Konsumen Pada PT. KAI DAOPIV Stasiun Poncol Semarang. 52(2), 1–09.

Murali, S., Pugazhendhi, S., & Muralidharan, C. (2016). Modelling and investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – a case study of home appliances business. Journal of Retailing and Consumer Services, 30,67–68.

Novitasari, S. (2012). Pengaruh Customer Experience Terhadap Loyalitas Konsumen Pengguna Handphone Blackberry Pada Mahasiswa Universitas Jember. Jurnal Manajemen Pemasaran Modern.

Pranoto, R. G., & Subagio, H. (2015). Analisa Pengaruh Customer Experience terhadap Customer Satisfaction pada Konsumen di Rosetta’s Cafe & Resto Surabaya. Jurnal Strategi Pemasaran, 3(1), 1–9.

Rajapaksha, A., & Jayasuriya, D. N. (2020). Smart Airport: A Review onFuture of the Airport Operation. Global Journal of Management andBusiness Research, 20(March), 25–34.

Saha, G. C., & Theingi. (2009). Service quality, satisfaction, and behavioural intentions. Managing Service Quality: An International Journal, 19(3), 350–372.

Scherpen, F., Draghici, A., & Niemann, J. (2018). Customer Experience Management to Leverage Customer Loyalty in the Automotive Industry. Procedia - Social and Behavioral Sciences, 238, 374–380.

Schmitt, B. (1999). Experiential Marketing: How to Get Your Customers toSense, Feel, Think, Act, Relate to Your Company and Branda.

Sitio, T., & Ali, H. (2019). Patient Satisfaction Model and Patient Loyalty:Analysis of Service Quality and Facility (Case Study at RawamangunSpecial Surgery Hospital). Scholars Bulletin, 05(10), 551–559.

Taghizadeh, H., Taghipourian, M. J., & Khazaei, A. (2013). The effect of customer satisfaction on word of mouth communication. Research Journal of Applied Sciences, Engineering and Technology, 5(8), 2569–2575.

Tjiptono. (2007). Strategi Pemasaran (Edisi Keti). ANDI Yogyakarta. Venkat, R. (2007). Impact Of Customer Experience On Satisfaction, Brand Image, And Loyalty: A Study In A Business To Business Context. Journal of Marketing, 3.

Vuuren, T.V, E. a. (2012). Customer Satisfaction, Trust, and Commitmentas Predictors of Customer Loyalty within an Optometric Practice Environment. Southern African Business Review, 16(3).

Zeithaml. (1996). Measuring the quality of relationship in customer service:An empirical study. Journal of Marketing.

(Indrawan and Andrian 2021; Nurpiyanti et al. 2019)Acang, Welly, M. Arif Hernawan, and Deden Galih Ginanjar. 2020. “Kepuasan Penumpang Terminal Antar Kota Di Kabupaten Malinau Provinsi Kalimantan Utara.” Jurnal Manajemen Bisnis Transportasi dan Logistik 6(2): 93.

Indrawan, Fiqih, and Rendhie Andrian. 2021. “The Influence of Service Quality and Customer Satisfaction on Customer Loyalty Si Cepat Ekspres in Dki Jakarta.” Global Research on Sustainable Transport & Logistics 5778(2013): 831–43.

Nurpiyanti, D Apriyadi, Firdaus, and Muhammad Iqbal. 2019. “Impact of Service Quality , On Time Performance and Customer Satisfaction with Lion Air ’ s Image.” : 758–63.



  • 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 is licensed under a Creative Commons Attribution 4.0 International License.