Analysis Of Check-In Counter, Customer Service Officer (Cso), Boarding Gate, And Terminal Infrastructure Services On Passenger Satisfaction At Juanda Airport Surabaya
Abstract
This study examines how CSO, Check-in Counter Officer, Boarding Gate, and Terminal infrastructure affect passenger satisfaction at Juanda Airport Surabaya. Using a quantitative approach, data were obtained from 212 users who had experienced flight embarrassment using a structured questionnaire adapted from a validated measurement scale. This analysis uses Partial Least Squares Structural Equation Modeling (PLS-SEM) in SmartPLS 4 to evaluate the hypothesized reliability, validity, and relationships. The results show that a comfortable, aesthetically pleasing and well-maintained airport environment significantly improves passenger satisfaction. CSO, Check-in Counter officer, and Boarding Gate have a significant influence on passenger satisfaction and Terminal Infrastructure does not have a significant influence.
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DOI: https://doi.org/10.25292/atlr.v8i0.771
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