The Effect of Smart Airport Service Facilities on Passenger Satisfaction at Soekarno Hatta International Airport

Adisak Suvittawat, Lut Mafrudoh, Hasna Humaira, Angghita Khansa Humaira

Abstract


Aviation is a very important part of transportation in every country, in 2020 it dropped dramatically due to the impact of the COVID 19 pandemic. In terms of maintaining the sustainability of the air transportation sector during and after this pandemic, it is necessary to innovate to respond to the crisis in the aviation industry. The Smart Airport Concept strategy contributes to intelligent transportation building security systems, providing better passenger services and experiences. This study found that smart airport service facilities have a significant role in increasing passenger satisfaction at Soekarno-Hatta International Airport. With a mediation R-square value of 0.574, the Mediation Analysis shows that accessibility, or mediator variables, play an important role in explaining the relationship. These results show that smart airport facilities affect passenger satisfaction directly and through the behavioral and psychological mechanisms mediated by them. These findings improve our understanding of how smart airport facilities correlate with passenger satisfaction.


Keywords


Service Facilities; Accessibility; Service Quality; Passenger Satisfaction; Soekarno Hatta International Airport

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DOI: https://doi.org/10.25292/atlr.v7i0.683

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Advances in Transportation and Logistics Research

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