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Sukma, Meita Maharani
Politeknik Penerbangan Surabaya
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Effect of Fare, Service Quality, and Baggage Handling on Passenger Satisfaction Bahrawi, Ahmad; Surtiningtyas, Sri Rahayu; Rinaldi, Ridho; Sukma, Meita Maharani; Kusumayati, Lusiana Dewi; Moonlight, Lady Silk
Jurnal Pamator : Jurnal Ilmiah Universitas Trunojoyo Vol 18, No 4a: December 2025
Publisher : LPPM Universitas Trunojoyo Madura

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21107/pamator.v18i4a.33488

Abstract

Ensuring client satisfaction is a crucial aspect of the aviation industry that determines the success of airline operations. To retain and attract customers, airlines must provide services that encourage loyalty and appeal to potential passengers, such as those of Garuda Indonesia Airlines. Several factors influence customer satisfaction, including ticket fares, service quality, and baggage handling. This study aims to examine the extent to which these three variables affect the satisfaction levels of Garuda Indonesia passengers departing from Juanda International Airport, Surabaya. A quantitative strategy was used, and information was gathered using a Likert-scale questionnaire. After removing outliers, 96 valid responses were analyzed. The three variables have a considerable impact on passenger satisfaction, as demonstrated by the regression analysis’s 90.8% Adjusted R Square result. In comparison, the remaining 9.2% is explained by additional elements not covered in this research. The results are expected to serve as recommendations for evaluating and improving Garuda Indonesia’s service performance at Juanda International Airport. Overall, this research contributes to enhancing airline strategies aimed at maximizing service effectiveness, strengthening competitiveness in the aviation sector, and expanding academic understanding of the connection between flight fares, service quality, baggage handling, and customer satisfaction.
Co-Authors Achmad Setiyo Prabowo Ahmad Bahrawi, Ahmad Alam F, Aditya Andiko Frans Jayusman Andre Aziz Setyoutomo Aris Wijanarko Arnaz Olieve Arneta Indah Rahma Bambang Bagus Harianto Bayu Dwi Cahyo Dani Chandra Yudho Pranoto Danu Fadel Laksana Denny Andareas Siringoringo Devy Tri Agustin Dewi K, Lusiana Dita Lupita Sari Erdin K Faoyan Agus Furyanto, Faoyan Fatmawati Fatmawati , Fatmawati Fatmawati Fatmawati Fatmawati Fatmawati Fatmawati, Fatmawati Fidela Nur Avisa Fitrianto, Hari Garvin Makhris Mahendra Gogor Aryo Putro Widhicdho I Gede Adi Suka Hanggita I Gede Nara Bayu Kusuma I Gede Veda Wiryanata I Made Wisma Santika I Putu Arya Pradhana Putra Idola Karen Yuniar Trilaksa Irfansyah, Ade irma tenta Ishak Herwandi Cahyono Iwan Yunariawan Iwansyah Putra Julaihah, Siti Klau, Edmond Brianaldy Tahu Kukuh Imam Adinegara Kusno Kusuma, I Gede Nara Bayu Kusumayati , Lusiana Dewi Kusumayati, Lusiana Dwi Lady Silk Moonlight Laila Rochmawati Laila Rochmawati Lusiana Dewi Kusumayati Lusiana Dewi Kusumayati Lusiana Dewi Kusumayati, Lusiana Dewi M Rizal Harmada Margolang, Julfansyah Mas Sulis Setiyono Maulana Isro’ Rivai Melati Shella Wulansari Moch Difal Syaifudin Moch Rifai Moch. Rifai Moch. Rifa’i Mohamad Nurhuda Mohammad Rizal Yogaswara Moonlight , Lady Silk Muhamad Sahrul Romadh Muhammad Ari Rahman Ni Kadek Shinta Aprilia Novansyah Adi Pangestu Nyaris Pambudiyanto Nyaris Pambudiyatno Nyaris Pambudiyatno Oktavhan Sendi Pratama Pambudiyatno, Nyaris Paramita Dwi NAstiti Pratama, Rionara Sendi Purwayudhaningsari, Ranatika Rahmad Hermawan Ridho Rinaldi Rinaldi, Ridho Rinto Astutik Rionara Sendi Pratama Rizaldi Priantama Rochmawati, Laila Romma Diana Puspita Siti Julaihah Siti Nurfadhilah Sonhaji, Imam Sri Rahayu S Sudrajat Sudrajat sudrajat sudrajat sudrajat Sukahir Sukahir Surtiningtyas, Sri Rahayu Tegar Risaldi Pello Teguh Imam Suharto Tekat Sukomardojo Totok Warsito Umi Risyalatul Latifa Viona Ayu Rahma Pratiwi Wahyu Rama Wicaksono Wasito Utomo Wasito Utomo Yulio Tri Kresnantara, Reynaldo Yusi Apristia Yuyun Suprapto Yuyun Suprapto Zaen Muhammad