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All Journal Jurnal Ilmu Multidisplin
Kurotul Aeni Habibatul Hamdiah
Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
Agriculture, Biological Sciences & Forestry Computer Science & IT Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Public Health Social Sciences

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The Impact of Service Transformation, Self-Check-in on Pelita Air Loyalty, Mediated by Customer Satisfaction Assyfa Putri Damongayo; Kurotul Aeni Habibatul Hamdiah; Alit Sodikin; Yuwono D. Sucipto
Jurnal Ilmu Multidisiplin Vol. 3 No. 4 (2025): Jurnal Ilmu Multidisplin (Januari-Maret 2025)
Publisher : Green Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jim.v3i4.2125

Abstract

This study examines the effect of implementing self-check-in machines on customer satisfaction as part of Pelita Air’s service transformation at Soekarno-Hatta International Airport in 2024. This study uses a quantitative method by distributing questionnaires to Pelita Air passengers who use self-check-in machines with a purposive sampling technique. From a population of 505.022 passengers, a sample of 100 respondents was taken. Data analysis used SEM-PLS (Structural Equation Model-Partial Least Square) with independent variables of service transformation (X1) and Implementation of self-check-in machines (X2), Customer Satisfaction (Y) as a mediating variable and Customer Loyalty (Z) as a dependent variable. The result of this study are that service transformation and implementation of self-check-in machines have a significant direct effect on customer loyalty mediated by customer satisfaction.
Co-Authors Alit Sodikin Assyfa Putri Damongayo Yuwono D. Sucipto