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Citra Arta, Deddy Novie
Politeknik Penerbangan Jayapura
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Assessing the Effect of Service Excellence on Passenger Satisfaction at Regional Airports Arta, Deddy Novie Citra; Nasrullah, Muhammad Nur Cahyo Hidayat; Farhan, Ahmad Raihan
Studi Akuntansi, Keuangan, dan Manajemen Vol 5 No 3 (2026): January
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/sakman.v5i3.5701

Abstract

Purpose: This study analyzes the effect of check-in counter staff service excellence on passenger satisfaction at Sentani International Airport, Papua, Indonesia. The research was motivated by persistent queues and declining comfort during peak hours, indicating that service excellence has not been fully optimized despite existing government and corporate service standards. Methodology/approach: A quantitative descriptive approach was applied using structured questionnaires distributed to 100 passengers. Service excellence was measured through the 6A Model (Ability, Attitude, Appearance, Attention, Action, Accountability), while passenger satisfaction was evaluated through perceived service quality, staff service, airline image, and punctuality. Data were analyzed using SPSS 25.0 with validity, reliability, and classical assumption tests, followed by simple linear regression. Results/findings: Service excellence significantly and positively affected passenger satisfaction (? = 0.589, t = 12.764, p < 0.001, F = 162.89, R² = 0.803). Among the 6A dimensions, attitude (friendliness, politeness, professionalism) scored highest, while action (responsiveness, speed) was lowest. Conclusion: The findings confirm that implementing service excellence at check-in counters is crucial for enhancing passenger satisfaction and strengthening the airport’s image as Papua’s main air transport hub. Practically, improving staff responsiveness and operational efficiency can enhance service perception and foster passenger loyalty. Limitations: The study is limited to Sentani International Airport, and results may vary across airports with different characteristics. Contribution: This study validates the 6A model in a regional airport context and offers insights for PT Angkasa Pura and policymakers to optimize staff performance and passenger experience.
Co-Authors Abu Bakar Abubakar, Herminawaty ADE RISNA SARI Agus Suyatno Agus Suyatno Ahiar Biongan Akhmad Setyo Rahman Andi Batari Toja Andi Frianto Perangin Angin Andriya Risdwiyanto Anggara Setya Saputra Anugriaty Indah Asmarany Arief Nuryana Ashur Harmadi Assery, Syeh Astuti, Enny Diah Ayu T.P, Noor Rochmah Ida Betty Rahayu Biringkanae, Pipa Budi Sulistiyo Budi Sulistiyo Nugroho Bunahri, Rifqi Raza Cakranegara, Pandu Adi Chevy Herli Sumerli Darmawati Manda Darwan Tanady Dasep Supriatna Diah Afrianti Rahayu Dian Rokhmawati Endang Fatmawati Fachrurazi Fahrur Rozi Farhan, Ahmad Raihan Felisia Purnawanti Ferdy Leuhery Fitria Hayu Palupi Fitria Hayu Palupi Gergonia P Ohoiledwarin Harsono Harsono Hartanto Harun Samsuddin Harun Samsudin Hendy Tannady Herdiyanti Herdiyanti Heri Fitriadi Heriswanto I Ketut Suada I Nyoman Tri Sutaguna Ika Yuniwati, Ika Ilham Arief Imam Jayanto Irwan Moridu Itot Bian Raharjo Iwan Henri Kusnadi Jefri Putri Nugraha Jihan Jihan Joko Ariawan Julistyono Widodo Karyono Karyono Kespandiar, Tengku Klemens Mere Kona, Musri Kusnadi, Iwan Henri Leo Nardo Setia Budi Djojo Lina Parlina Lisnawaty Pauweni Luturmas, Yulius Made Ayu Anggreni Magdalena Magdalena Magdalena Magdalena Manda, Darmawati Marwan Hadi Mekar Meilisa Amalia Mihrab Afnanda Moch Arif Hernawan Muh. Abduh Anwar Muh. Rezky Naim Muhammad Irvan Muhammad Nur Cahyo Hidayat Nasrullah Muhammad Taufik MUHAMMAD YUSUF Muhammad Yusuf Mulyadi Musri Kona Najihatul Faridy Nasution, Annio Indah Lestari Nazara, Desman Serius Noor Rochmah Ida Ayu T.P Nur Aisyah Qadri Saiful Nuryana, Arief Nuzulya Pahlawi Olfin Ishak PA Andiena Nindya Putri Pabendon, Tharsisius Palupiningtyas, Dyah Parlina, Lina Perangin Angin, Andi Frianto Rachma Yuliana Rachmad Hidayat Reski, Reski Rihfenti Ernayani Rinovian Rais Rivai Makduani Safrida Samuel PD Anantadjaya Sigit Somadiyono Sigit Somadiyono, Sigit Simaremare, Faprilia Sri Dewi Yusuf Stepanus Sandy Sudirman Sudirman Sudirman Sufyati HS Sugiarti Sugiarti Sugiarti Sugiarti Sutrisno Sutrisno Syamsu Rijal Syamsu Rijal Syech Idrus Syeh Assery Taime, Habel Teguh Setiawan Wibowo Tharsisius Pabendon Tuti Fitriani Tuti Marjan Fuadi Uli Wildan Nuryanto Wirawan, Yani Yudha Wirjawan, Tri Wahju Yahya Nusa Yeti Yeti Yulius Luturmas Yusril Zaini, Faizal Zarkasi Zarkasi