The Influence Between Customer Experience and Service Quality to Customer Satisfaction at Adisutjipto Airport Yogyakarta

Devi Rahmadita, Dewi Chandra Kartika, Yoanita Octora, Aswanti Setyowati


Air transport is a highly developed industry at this time, this is because of the increasing needs of the public to make the shift takes place very fast. In addition, the importance of transportation modes public facilities for consumers also should be aware. Already reasonably public facilities to provide the Government of the people, one of them through the availability of airport to suit your needs. The airport has a role and a very important function in provides the service of air transportation activities such as stewardship of the air side and land side of Ministry. The purpose of this research is to know the magnitude of the influence of customer experience and service quality towards customer satisfaction at Adisutjipto Airport Jogjakarta. Questionnaire data were collected from 100 passengers at Adisutjipto Airport Jogjakarta and analyzed by using Structural Equation Modeling (SEM) Lisrel. The results of this study indicate  the customer experience and the service quality.


Customer Experience; Service Quality; Customer Satisfaction; Airport

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Advances in Transportation and Logistics Research

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