Contribution Autogate System and Customer Convenience to Ease of Using Technology: Implications for Passenger Satisfaction

Abstract

Leveraging technology is crucial for businesses to enhance their processes, particularly in airport services. Soekarno-Hatta International Airport, Indonesia's main entry and departure point, has implemented an Autogate System to boost efficiency and security. This system processes biometric data swiftly, reducing passenger queues and manual errors, thereby increasing passenger satisfaction. However, the Autogate system at Soekarno-Hatta faces challenges such as low public interest and usability issues. This research aims to analyze the direct and indirect effects of the Autogate system and customer Convenience on passenger satisfaction, mediated by the ease of use of technology at Terminal 3 immigration checks. Using a quantitative approach, the study surveyed 70 Garuda Indonesia passengers who used the Autogate system. Data was analyzed using Structural Equation Modeling (SEM) with SmartPLS 4 software. These findings are expected to provide insights into optimizing the Autogate system to better meet passenger needs and enhance satisfaction at Soekarno-Hatta International Airport.