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Dhiani Dyahjatmayanti
Sekolah Tinggi Teknologi Kedirgantaraan (STTKD)
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Pengaruh Kualitas Penanganan Delay dan Kompensasi terhadap Kepuasan Penumpang di Bandar Udara Internasional Halim Perdanakusuma Cahyani, Melani Indah; Dyahjatmayanti, Dhiani
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 7 No. 4 (2026): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v7i4.11546

Abstract

Flight delays are a critical issue in the aviation industry, often directly impacting passenger experience and satisfaction. This study aims to analyze the extent to which the quality of delay handling (covering aspects such as communication, responsiveness, and facility support) and the quality of compensation (compliance with regulations, timeliness, and relevance) influence the level of passenger satisfaction at Halim Perdanakusuma International Airport (HLP). The research focuses on commercial flight passengers who have experienced delays at the airport as the study's respondents. The research method used is quantitative, with data collection conducted through questionnaires distributed to 400 respondents. Data were analyzed using multiple linear regression tests, including partial tests (t-test), simultaneous tests (f-test), and the coefficient of determination. The results show that: (1) the quality of delay handling has a significant effect on passenger satisfaction (sig. 0.000); (2) the quality of compensation has a significant effect on passenger satisfaction (sig. 0.000); (3) both variables simultaneously have a significant effect on passenger satisfaction (sig. 0.000); and (4) the coefficient of determination is 81.9%, indicating that the quality of delay handling and compensation together influence passenger satisfaction by 81.9%.
Co-Authors Adhe Chandra Rushady Aditya Dewantari Albanna, Faiz Astri Sri Nengsih Awan Awan Bambang Sugiarto Cahyani, Melani Indah Christian Fernando Ly Endah Wahyurini, Endah Faiz Albanna Fakhrudin, Arif Farah Putri Wenang Lusianingrum Hary Prasetia Febrianto Hendro Widjanarko Iis Ristiani Ika Amalia Kartika Ika Fathin Resti Martanti Khuluk Gagah Pradipta Muhamad Ananda Rafisya Muhamad Shazif Nawang Ginusti, Gallis Nova Vita Devi Domi NURUL HIKMAH Prahita, Gerin Putri Fajri Budiarti Rachmatialdi, Afnan Yusuf Ristiani, Ristiani SAKINAH, PUTRI Santosa Utomo, Humam Seran, Maria Indriani Sofia Sofia Seran, Maria Indriani Sri Yuliani Suryati Setiyaningsih Ulandari, Ni Luh Candra Umaena, Farha Yoga Abian Pratama You She Melly Anne Dharasta Yune Andryani Pinem