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All Journal Jurnal Ekonomi Manajemen Sistem Informasi
Yana Tatiana
Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
Economics, Econometrics & Finance

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Model of The Effect of Facilities, Service Quality Through Passenger Trust on Customer Satisfaction at Terminal 3 Soekarno–Hatta Airport In 2025 Dilalailaty Dilalailaty; Cecep Pahrudin; Yana Tatiana
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 5 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (Mei - Juni 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i5.8059

Abstract

This study aims to analyze the effects of facilities and service quality on customer satisfaction, with customer trust as a mediating variable, at Terminal 3 of Soekarno–Hatta International Airport in 2025. A quantitative approach with a survey method was employed. Data were collected through questionnaires distributed to 280 passengers using Terminal 3. The data were analyzed using Structural Equation Modeling based on Partial Least Squares (SEM-PLS). The results show that facilities and service quality have a positive and significant effect on customer satisfaction and customer trust. Customer trust also has a positive and significant effect on customer satisfaction. Furthermore, customer trust significantly mediates the relationship between facilities, service quality, and customer satisfaction. These findings indicate that improving passenger satisfaction requires not only better facilities and service performance but also the ability of airport management to build and maintain passenger trust.
Analysis of the Influence of Service Quality and Supporting Airport Facilities on Customer Satisfaction at Halim Perdanakusuma Airport Rizko Endra Nugraha; Jermanto Setia Kurniawan; Cecep Pahrudin; Sandriana Marina; Yana Tatiana
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 1 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (September-Oktober 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i1.6367

Abstract

Halim Perdanakusuma Airport has seen a significant rise in passenger traffic in the post-COVID-19 period, creating an urgent need to improve terminal facilities and service quality. Despite these developments, users continue to report dissatisfaction with various aspects of airport services and infrastructure. This study aims to examine the effect of terminal facilities and service quality on passenger satisfaction. Using a quantitative approach, data were collected through surveys and analyzed with multiple linear regression via SPSS. The independent variables include electronic facilities (X1), IT facilities (X2), infrastructure facilities (X3), electrical facilities (X4), and service quality (X5), while passenger satisfaction serves as the dependent variable (Y). The results show that all independent variables have a positive and significant influence on passenger satisfaction, both individually and simultaneously. Among these, electronic facilities and service quality have the most dominant impact. The F-test supports the model’s validity, confirming that the combination of variables significantly influences satisfaction levels. These findings highlight the importance of a comprehensive service strategy that integrates technology, infrastructure, and human interaction to enhance overall service quality in the aviation sector.
Analysis of the Influence of Service Innova-Tion Aspects, Rates, With the Mediation of Trust Level on Inter-City Inter-Province Bus Ticket Purchase Retention (Case Study of PO Sinar Jaya) Eko Yulianto; Zaenal Abidin; Djamal Subastian; Devi Marlita; Yana Tatiana
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 3 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (Januari - Februari 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i3.7259

Abstract

This study aims to analyze the impact of service innovation, pricing, and trust on ticket purchase retention for intercity and interprovincial (AKAP) buses at PO Sinar Jaya. Despite the increasing number of passengers, ticket purchase retention remains suboptimal, and the load factor is only 50%, far below the ideal standard of 70%. This phenomenon suggests that factors beyond passenger volume, such as service innovation and pricing policies, play a crucial role in influencing customer loyalty. The research employs a descriptive method with a quantitative approach. The study population consists of all PO Sinar Jaya passengers in 2023, totaling 5,635,602 passengers. The sampling technique used is Random Purposive Sam-pling. The sample size is determined using Hair’s (2020) formula, based on the number of research indicators. Data was collected through questionnaires, and analysis was conducted using the Structural Equation Modeling (SEM) method with SmartPLS software. The results indicate that service innovation positively influences trust and ticket purchase retention, whereas pricing does not significantly impact trust but positively affects ticket purchase retention. Additionally, trust plays a crucial role in enhancing purchase retention. The findings highlight the importance of service innovation and competitive pricing strategies in improving customer loyalty at PO Sinar Jaya.
Co-Authors Cecep Pahrudin, Cecep Devi Marlita Dilalailaty Dilalailaty Djamal Subastian Eko Yulianto Jermanto Setia Kurniawan Rizko Endra Nugraha Sandriana Marina Zaenal Abidin