The Effectiveness of Self Check-in and Baggage Check-in on Passenger Satisfaction at Soekarno Hatta Airport

Deslida Saidah, Yuwono D. D. Sucipto, Fasya Rahma Fitri, Angela Vanessa Jusuf

Abstract


In Indonesia, one of the busiest international airports is Soekarno-Hatta International Airport, and it often faces a significant increase in passenger numbers, which in turn causes long queues at manual check-in counters. This research aims to examine the impact of using self check-in machines on the effectiveness and satisfaction of passengers at Soekarno-Hatta Airport. In this study, the population that is the focus is passengers at Soekarno-Hatta Airport, with a sample of one hundred (100) people taken using nonprobability sampling techniques via accidental sampling, especially those who have used self check-in machines. This research method is quantitative with SEM-PLS data analysis techniques which are used to predict and develop research. The results of this research reveal that Self Check-in Machines can reduce waiting time, increase passenger satisfaction, and increase the efficiency of the check-in process.

Keywords


Customer effectiveness, Customer satisfaction, Check-in machines, Baggage, Soekarno-Hatta International Airport.

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References


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DOI: https://doi.org/10.25292/atlr.v8i0.746

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