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All Journal Tesa Arsitektur International Journal of Social Service and Research
Salmannida, Nisriina
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Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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A Study of Non-Physical Interior Elements in Shaping Sense of Place in Airport Executive Lounges: A Case Study of Concordia Lounge, I Gusti Ngurah Rai International Airport Salmannida, Nisriina; Wahyudie , Prasetyo
International Journal of Social Service and Research Vol. 5 No. 6 (2025): International Journal of Social Service and Research
Publisher : Ridwan Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/ijssr.v5i6.1268

Abstract

As a premier tourist destination and an important transit hub in Indonesia, Bali requires airport waiting facilities that are not only functional but also comfortable and meaningful. The Concordia Lounge at I Gusti Ngurah Rai International Airport serves as an exclusive space that offers such an experience. This study aims to examine how non-physical interior elements—such as emotional comfort, perception of facilities, and integration of local culture—shape the sense of place and enhance user satisfaction. Using a qualitative approach through observation and semi-structured interviews, this research explores users’ perceptions of spatial atmosphere and emotional attachment to the place. The findings indicate that emotional comfort and facility quality are dominant factors influencing user experience. A tranquil atmosphere, privacy, cleanliness, seating comfort, and personalized service contribute to emotional attachment. Elements such as warm lighting, incense scents, and traditional decorations reinforce the local Balinese ambiance. This study highlights the importance of non-physical elements in creating a waiting space that is not only functionally comfortable but also emotionally engaging through user experience design and place-making approaches. These findings provide insights for lounge operators to improve service quality based on user experience. These insights demonstrate the strategic importance of non-physical elements in designing executive lounges that support user experience, enhance spatial identity, and reinforce the overall image of airport services.
TRANSFORMASI PENGALAMAN PELANGGAN MELALUI DESAIN: KAJIAN DI CONCORDIA LOUNGE BANDARA INTERNASIONAL NGURAH RAI (Transforming Customer Experience Through Design: A Study at Concordia Lounge, Ngurah Rai International Airport) Salmannida, Nisriina; Wahyudie, Prasetyo; Astuti, Susy Budi
Tesa Arsitektur Vol 23, No 1: Juni 2025
Publisher : Universitas Katolik Soegijapranata

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24167/tesa.v23i1.13085

Abstract

Sebagai pusat pariwisata utama di Indonesia, Bali tidak hanya menjadi destinasi wisata tetapi juga merupakan titik transit penting untuk berbagai kegiatan regional, nasional, maupun internasional. Perkembangan ini menjadikan transportasi udara menjadi pilihan utama bagi banyak orang karena efisiensi waktu dan kenyamanan yang ditawarkannya. Dari perspektif ini, ruang tunggu eksekutif bandara berperan sebagai pilihan ternyaman bagi penumpang yang menunggu keberangkatan, didukung oleh fasilitas yang dibuat untuk memberikan kenyamanan dan kepuasan kepada pengguna. Penelitian ini bertujuan untuk mengevaluasi peran elemen desain dalam aspek sense of place terhadap kepuasan pelanggan di Concordia Lounge, Bandara Internasional I Gusti Ngurah Rai Bali. Melalui metode kualitatif dengan observasi dan wawancara, penelitian ini berupaya mendapatkan elemen-elemen fisik dan non-fisik di dalam lounge yang mempengaruhi emosi, persepsi dan pengalaman pengunjung. Menelaah aspek sense of place di dalam lounge ini merupakan elemen penting untuk memahami pengalaman autentik yang dirasakan oleh para wisatawan selama berwisata di Bali. Hasil penelitian menunjukkan bahwa desain yang cermat serta integrasi elemen budaya Bali secara signifikan berkontribusi pada terciptanya kenyamanan dan kepuasan pengguna, sekaligus memperkuat identitas lokal sebagai daya tarik utama. Kata kunci: Sense of Place, Kepuasan Pelanggan, Lounge, Bandara Internasional Ngurah Rai
Co-Authors Susy Budi Astuti, Susy Budi Wahyudie , Prasetyo Wahyudie, Prasetyo