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All Journal MES Management Journal Student Scientific Creativity Journal Jurnal Kajian Dan Penalaran Ilmu Manajemen El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Walid Jumlad
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Journal : MES Management Journal

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Pengaruh Kualitas Pelayanan Store Terhadap Kepuasan Konsumen di Area Komersial Bandar Udara Internasional Yogyakarta Hikmah, Dea Nur; Walid Jumlad
MES Management Journal Vol. 4 No. 2 (2025): MES Management Journal
Publisher : MES Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mesman.v4i2.653

Abstract

Yogyakarta International Airport plays a vital role as an access point for tourists and a driver of local economic growth. Its commercial areas provide services that shape visitor experiences. Service quality in stores is key to customer satisfaction and loyalty. This study analyzes the impact of service quality on customer satisfaction, offering strategic recommendations for improving services in the airport's commercial areas. This study employs a quantitative method conducted at Yogyakarta International Airport. Data were collected through questionnaires, observations, and documentation, involving 100 respondents who had shopped at airport stores. Respondents were selected based on their direct experience with store services. Data analysis was performed using simple linear regression, t-tests, and the coefficient of determination to examine the impact of service quality on consumer satisfaction levels in depth. Based on the research findings and discussion, this study concludes that there is a positive and significant influence of store service quality on customer satisfaction in the commercial area of Yogyakarta International Airport, as evidenced by simple linear regression and t-test results. The influence of service quality on customer satisfaction accounts for 79%, while the remaining 21% is attributed to other factors not examined in this study.
Pengaruh Work Life Balance (WLB) terhadap Retensi Petugas Aviation Security (AVSEC) di Yogyakarta International Airport (YIA) Galuh Eka Nofindra; Walid Jumlad
MES Management Journal Vol. 4 No. 2 (2025): MES Management Journal
Publisher : MES Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mesman.v4i2.695

Abstract

Aviation Security (AVSEC) officers often face challenges in balancing work demands with personal needs or what is also called Work Life Balance (WLB). The high rate of employee turnover in the aviation industry has become a significant challenge for companies, especially in the context of employee retention. The purpose of this study was to determine whether there is an effect of Work Life Balance (WLB) on the retention of Aviation Security (AVSEC) officers at Yogyakarta International Airport (YIA) and to determine the magnitude of the effect of Work Life Balance (WLB) on the retention of Aviation Security (AVSEC) officers at Yogyakarta International Airport (YIA). This study adopts a quantitative research design with a data collection technique using a Likert scale-based questionnaire. The study was conducted at the Aviation Security (AVSEC) unit of PT Angkasa Pura Indonesia Yogyakarta International Airport (YIA) from August 1 to September 30, 2024, where Aviation Security (AVSEC) officers at Yogyakarta International Airport (YIA) were the objects of this study. The research sample consisted of 71 officers, which were determined using the Slovin formula. Data analysis involved descriptive statistical tests, instrument tests (validity and reliability), and hypothesis tests using simple linear regression, T-tests, and coefficient of determination (R²) tests. The results of the study indicate that there is an influence of Work Life Balance (WLB) on the retention of Aviation Security (AVSEC) officers at Yogyakarta International Airport (YIA), as evidenced by the t-value being greater than the T-table value, which is 4,604 > 1,994. The R² value is known to be 0,235, meaning that Work Life Balance (WLB) has an effect on the retention of Aviation Security (AVSEC) officers at Yogyakarta International Airport (YIA) by 23,5%.
Co-Authors Ajie Febrianto T Galuh Eka Nofindra Hikmah, Dea Nur Nining Rika Anggela Ronaldy Candra Septyanto