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All Journal Jurnal Siber Multi Disiplin
Angel Lawrentina Christiana Sihombing
Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
Agriculture, Biological Sciences & Forestry Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Factors Affecting Passenger Satisfaction in Using Self Check-in at Soekarno-Hatta International Airport Angel Lawrentina Christiana Sihombing; Sitti Zahara Saiful; Edi Abdurachman; Primadi Candra Susanto
Jurnal Siber Multi Disiplin Vol. 3 No. 4 (2026): Jurnal Siber Multi Disiplin (Januari - Maret 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jsmd.v3i4.815

Abstract

This study was conducted to determine whether customer satisfaction is influenced by the usefulness and ease of use of the technology system on the self check-in machine so that it can be optimized and reduce check-in queues at the Soekarno-Hatta airport check-in counter. This research was conducted at Soekarno-Hatta airport. The method used in this research is quantitative with structural equation model analysis, the data collected using questionnaire techniques distributed to passengers at Soekarno-Hatta airport who use self check-in machines with a sample size of 100 respondents. The results of the calculation show that there is an effect of the easy of use of the self-check-in machine on passenger satisfaction and the usefulness of the self-check-in machine has proven significant with a P value below 0.000, indicating this study confirms that the easy of use of the self-check-in machine affects passenger satisfaction and the usefulness of the self-check-in machine affects passengers satisfaction. With this research, it is hoped that it can help Soekarno-Hatta Airport to develop a self check-in machine system that is safe and easy to use.
Co-Authors Edi Abdurachman Primadi Candra Susanto Sitti Zahara Saiful