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

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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.
The Role of Airport Reputation And Subjective Well-Being In Mediating Environmentally Friendly Building Design on Passenger Behavioral Intention (A Study on Green Airport In Indonesia) Danus Winarko; Sandriana Marina; Juliater Simarmata
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.v7i1.6453

Abstract

Research on environmentally friendly building design has been widely conducted, including green decoration, living plants, environmentally friendly spaces, green atmospheres, but research that focuses on airports is still rare. This study aims to analyze the role of airport reputation and subjective well-being in mediating environmentally friendly building design on passenger behavioral intentions. The research method is quantitative. The sample used was 400 respondents who were passengers at Soekarno Hatta, I Gusti Ngurah Rai, Sultan Mahmud Badaruddin II, Juanda, Sultan Syarif Kasim II, and Sultan Hasanuddin airports. The sampling technique used accidental sampling. The data collection technique was a questionnaire. The data analysis technique used Structural Equation Modeling (SEM) based on Smart PLS. The results of the study showed that the environmentally friendly design of airport buildings directly influenced airport reputation, subjective well-being and behavioral intentions. Furthermore, airport reputation and subjective well-being influenced behavioral intentions, airport reputation and subjective well-being mediated the influence of environmentally friendly design of airport buildings on behavioral intentions. Researchers hope that airport managers will continue to improve environmentally friendly designs in airport buildings so as to create a reputation, subjective well-being, and behavioral intentions in users.
Co-Authors Cecep Pahrudin, Cecep Danus Winarko Jermanto Setia Kurniawan Juliater Simarmata Rizko Endra Nugraha Yana Tatiana