OPTIMIZING CUSTOMER SATISFACTION IN USE OF LION AIR AIRLINE SELF CHECK-IN MACHINE AT JUANDA INTERNATIONAL AIRPORT

Sarinah Sihombing, Tiarto Tiarto, Aprima Ramdhani, Jeconia Damitadora Besarini

Abstract


Airports have an important role in connecting domestic and international flight services. Serving passengers is one of the activities at the airport. The purpose of this study was to determine the level of customer satisfaction with the self check-in machine provided by Juanda International Airport. This research method uses qualitative with research design techniques, time and place of research, data collection using observation and interviews with 10 passengers using self check-in machines. The results of this study indicate that the quality of airport services with the optimization of self check-in machines is significant. The availability of self check-in machine facilities can optimize passenger movement


Keywords


Optimizing, Customer Satisfaction, Service Quality, Self Check-In Machine, Juanda International Airport

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DOI: https://doi.org/10.25292/atlr.v7i0.677

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