ANALYSIS OF THE OPERATIONAL PERFORMANCE OF CUSTOMER SERVICE OFFICERS, CHECK IN COUNTERS, BOARDING GATES, AND AVIATION SECURITY IN INCREASING PASSENGER SATISFACTION AT TERMINAL 3 ULTIMATE OF SOEKARNO HATTA INTERNATIONAL AIRPORT

Abstract

Passenger satisfaction is one of the important aspects that must be fulfilled by a company. The main objective of this study is to determine the effect of the performance of Ground Handling section officers on passenger satisfaction from at Terminal 3 Ultimate Soekarno Hatta International Airport. This study uses a quantitative method with questionnaire data processing and weighting using a Likert scale, then continued by processing the data using Smart-PLS 3.0 software. The results showed that the performance of Ground Handling officers in the Customer Service Officer, Check In Counter, and Boarding gate sections had a significant influence on passenger satisfaction, and the performance of Aviation Security officers (AVSEC) contributed the most to passenger satisfaction. This finding shows the importance of AVSEC's role in providing satisfaction to passengers, while other sectors need more attention to increase their impact on passenger satisfaction at Terminal 3 Ultimate of Soekarno Hatta International Airport.