Airport Service Quality, Customer Experience, and Satisfaction: From Disabilities Passenger Perspective

Farhan Abdillah, Salahudin Rafi, Deslida Saidah, Wulan Yuliyana

Abstract


The increasing competition in the aviation industry has made service quality a crucial differentiator for airports. The provision of accessible facilities and services for disabled passengers is not only a legal obligation but also a key aspect of enhancing the overall passenger experience. The current research investigates the impact of service quality and customer experience on the satisfaction of disabled passengers at Soekarno-Hatta International Airport. The study employed a quantitative approach, utilizing questionnaires to gather data from 86 disabled passengers. The data analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that all dimensions of airport service quality (tangibles, empathy, reliability, responsiveness, and assurance) and customer experience significantly and positively influence customer satisfaction. The study underscores the importance of prioritizing service quality enhancements and creating a positive customer experience to improve the satisfaction of disabled passengers at the airport.


Keywords


Airport service quality, Customer experience, Customer satisfaction, Disabilities.

Full Text:

PDF

References


ACI World. (2020). ACI Policy Handbook-10th Edition (10th ed., Vol. 1). ACI World.

Antwi, C. O., Fan, C., Ihnatushchenko, N., Aboagye, M. O., & Xu, H. (2020). Does the nature of airport terminal service activities matter? Processing and non-processing service quality, passenger affective image and satisfaction. Journal of Air Transport Management, 89, 101869. https://doi.org/10.1016/j.jairtraman.2020.101869

Ayodeji, Y., Rjoub, H., & Özgit, H. (2023). Achieving sustainable customer loyalty in airports: The role of waiting time satisfaction and self-service technologies. Technology in Society, 72, 102106. https://doi.org/10.1016/j.techsoc.2022.102106

Batouei, A., Iranmanesh, M., Mustafa, H., Nikbin, D., & Ping, T. A. (2020). Components of airport experience and their roles in eliciting passengers’ satisfaction and behavioural intentions. Research in Transportation Business and Management, 37. https://doi.org/10.1016/j.rtbm.2020.100585

Bezerra, G. C. L., & Gomes, C. F. (2020). Antecedents and consequences of passenger satisfaction with the airport. Journal of Air Transport Management, 83. https://doi.org/10.1016/j.jairtraman.2020.101766

Bezyak, J. L., Sabella, S., Hammel, J., McDonald, K., Jones, R. A., & Barton, D. (2020). Community participation and public transportation barriers experienced by people with disabilities. Disability and Rehabilitation, 42(23), 3275–3283. https://doi.org/10.1080/09638288.2019.1590469

Bhattacharya, P., Mukhopadhyay, A., Saha, J., Samanta, B., Mondal, M., Bhattacharya, S., & Paul, S. (2023). Perception-satisfaction based quality assessment of tourism and hospitality services in the Himalayan region: An application of AHP-SERVQUAL approach on Sandakphu Trail, West Bengal, India. International Journal of Geoheritage and Parks, 11(2), 259–275. https://doi.org/10.1016/j.ijgeop.2023.04.001

Bogicevic, V., Yang, W., Bilgihan, A., & Bujisic, M. (2013). Airport service quality drivers of passenger satisfaction. Tourism Review, 68(4), 3–18. https://doi.org/10.1108/TR-09-2013-0047

Bulatovic, I., Dempere, J. M., & Papatheodorou, A. (2023). The explanatory power of the SKYTRAX’s airport rating system: Implications for airport management. Transport Economics and Management, 1, 104–111. https://doi.org/10.1016/j.team.2023.07.002

Chang, Y. C., & Chen, C. F. (2011a). Identifying mobility service needs for disabled air passengers. Tourism Management, 32(5), 1214–1217. https://doi.org/10.1016/j.tourman.2010.11.001

Chen, J. K. C., Batchuluun, A., & Batnasan, J. (2015). Services innovation impact to customer satisfaction and customer value enhancement in airport. Technology in Society, 43, 219–230. https://doi.org/10.1016/j.techsoc.2015.05.010

Cheung, T. K. Y., Wong, W. hung, Zhang, A., & Wu, Y. (2020). Spatial panel model for examining airport relationships within multi-airport regions. Transportation Research Part A: Policy and Practice, 133, 148–163. https://doi.org/10.1016/j.tra.2019.12.011

Fadilah, F., Naufal, F., Sitanggang, R., & Saidah, D. (2021). THE EFFECT OF PROMOTION AND SERVICE QUALITY ON CUSTOMER SATISFACTION (STUDY CASE ON GRAB INDONESIA IN 2021). Grostlog 2021. http://proceedings.itltrisakti.ac.id/index.php/altr

Faizi, N., & Febrilia, I. (2022). Analisis Pengaruh Customer Experience dan E-Service Quality terhadap Customer Satisfaction pada Pengguna Transportasi Online di Jakarta (Vol. 3, Issue 2).

Fitri, H. (2024). Exploring travel behavior among women with disabilities in Jakarta. Transportation Research Interdisciplinary Perspectives, 25. https://doi.org/10.1016/j.trip.2024.101097

Fodness, D., & Murray, B. (2007). Passengers’ expectations of airport service quality. Journal of Services Marketing, 21(7), 492–506. https://doi.org/10.1108/08876040710824852

Franky, F., & Yanuar, T. (2023). The Effect of Customer Experience, Customer Satisfaction, and Customer Loyalty on Brand Power and Willingness to Pay a Price Premium. Quantitative Economics and Management Studies, 4(3).

Goetsch, D. L., & Davis, S. (1994). Introduction to Total Quality: Quality, Productivity, Competitiveness. Merril.

Halpern, N., & Mwesiumo, D. (2021). Airport service quality and passenger satisfaction: The impact of service failure on the likelihood of promoting an airport online. Research in Transportation Business and Management, 41. https://doi.org/10.1016/j.rtbm.2021.100667

Hameed, I., Subhra Chatterjee, R., Zainab, B., Xian Tzhe, A., Shea Yee, L., & Khan, K. (2024). Journal Pre-proof Navigating Loyalty and Trust in the Skies: The Mediating Role of Customer Satisfaction and Image for Sustainable Airlines Navigating Loyalty and Trust in the Skies: The Mediating Role of Customer Satisfaction and Image for Sustainable Airlines, Sustainable Futures (2024), doi: Navigating Loyalty and Trust in the Skies: The Mediating Role of Customer Satisfaction and Image for Sustainable Airlines Authors. https://doi.org/10.1016/j.sftr.2024.100299

Hong, S. J., Choi, D., & Chae, J. (2020). Exploring different airport users’ service quality satisfaction between service providers and air travelers. Journal of Retailing and Consumer Services, 52. https://doi.org/10.1016/j.jretconser.2019.101917

ICAO. (2022). Monitoring and Measuring Airport Service Quality (A41-WP/542; EC/37).

Indonesian Goverment. (2016). UU Nomor 8 Tahun 2016.

Kotler, P. (2016). Marketing Management (15th ed., Vol. 1). Harlow.

Kotler, P., & Keller, K. (2020). Manajemen Pemasaran. Erlangga.

Lemon, K., & Verhoef, P. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96.

Lewis, R., & Booms, B. (1983). The Marketing Aspects of Service Perspectives on Services Marketing. American Marketing Association.

Lin, S. (2024a). A multiple criteria decision-making model for enhancing informative service quality at airports. Decision Analytics Journal, 100487. https://doi.org/10.1016/j.dajour.2024.100487

Mamcarz, P., Drozdziel, P., Gzik, A., Rybicka, I., & Drozdziel, P. (2023). Characteristics of urban transport users and their level of satisfaction with transport services. A longitudinal study of passengers in Lublin city in 2018 and 2020. Transportation Research Procedia, 74, 371–378. https://doi.org/10.1016/j.trpro.2023.11.157

Peppers, D., & Rogers, M. (2016). Managing Customer Relationships: A Strategic Framework: Third Edition.

Prentice, C., & Kadan, M. (2019). The role of airport service quality in airport and destination choice. Journal of Retailing and Consumer Services, 47, 40–48. https://doi.org/10.1016/j.jretconser.2018.10.006

PUPR. (2006). Permen PU No. 10/PRT/M/2006 tentang Pedoman Teknis Fasilitas dan Aksesibilitas pada Bangunan Gedung dan Lingkungan.

Rubio-Andrada, L., Celemín-Pedroche, M. S., Escat-Cortés, M.-D., & Jiménez-Crisóstomo, A. (2023). Passengers satisfaction with the technologies used in smart airports: An empirical study from a gender perspective. Journal of Air Transport Management, 107, 102347. https://doi.org/10.1016/j.jairtraman.2022.102347

Saragih, H. (2017). Studi Identifikasi Kepuasan Pelanggan pada PT. Lion Air di Bandara Internasional Kualanamu Medan. Universitas Medan Area.

Schmitt, B., Joško Brakus, J., & Zarantonello, L. (2015a). From experiential psychology to consumer experience. Journal of Consumer Psychology, 25(1), 166–171. https://doi.org/10.1016/j.jcps.2014.09.001

Thampan, A., Rajasekar, E., & Gurjar, B. R. (2023). Application of Agent-Based Modelling for Evaluating Level of Service in Airports. Transportation Research Procedia, 75, 151–160. https://doi.org/10.1016/j.trpro.2023.12.018

Thampan, A., Sinha, K., Gurjar, B. R., & Rajasekar, E. (2020). Functional efficiency in airport terminals: A review on Overall and Stratified Service Quality. Journal of Air Transport Management, 87. https://doi.org/10.1016/j.jairtraman.2020.101837

Tjiptono, F. (2016). Service, Quality & Satisfaction (5th ed., Vol. 1). https://www.researchgate.net/publication/316890418

Wahyuni, E. S., Murti, B., & Joebagio, H. (2016). Public Transport Accessibility for People with Disabilities. Journal of Health Policy and Management, 01(01), 1–7. https://doi.org/10.26911/thejhpm.2016.01.01.01

Waltert, M., Jimenez Perez, E., & Pagliari, R. (2023). Flexible facility requirements for strategic planning of airport passenger terminal infrastructure. Transportmetrica A: Transport Science. https://doi.org/10.1080/23249935.2023.2287502

Wang, C., Zhang, T., Tian, R., Wang, R., Alam, F., Hossain, M. B., & Illés, C. B. (2024). Corporate social Responsibility’s impact on passenger loyalty and satisfaction in the Chinese airport industry: The moderating role of green HRM. Heliyon, 10(1), e23360. https://doi.org/10.1016/j.heliyon.2023.e23360

Wattanacharoensil, W., Schuckert, M., & Graham, A. (2016). An Airport Experience Framework from a Tourism Perspective. Transport Reviews, 36(3), 318–340. https://doi.org/10.1080/01441647.2015.1077287

WHO. (2023). Disability. Https://Www.Who.Int/News-Room/Fact-Sheets/Detail/Disability-and-Health.

Wijaya, A., & Chasanah, R. (2020). Akses transportasi dimata penyandang disabilitas. Graha Ilmu, 1(1).

Yu, C. (2023). Airport Performance – a multifarious review of literature. Journal of the Air Transport Research Society, 1(1), 22–39. https://doi.org/10.59521/e7e8098d7a835864

Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (2016). Customer Satisfaction and Relationship Management: A Managerial Approach (7th ed., Vol. 1). Pearson.




DOI: https://doi.org/10.25292/atlr.v8i0.745

Refbacks

  • There are currently no refbacks.


Copyright (c) 2026 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 http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.