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All Journal Journal of Governance and Public Administration
Arum, Adinda Sekar
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Journal : Journal of Governance and Public Administration

 1 
FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PENUMPANG MASKAPAI: ANALISIS PENGARUH KECEPATAN PELAYANAN, KERAMAHAN PETUGAS, DAN KEJELASAN INFORMASI DI CHECK-IN COUNTER Butar Butar, Inri Desniti Nuggetty; Arum, Adinda Sekar; Sundoro, Sundoro
Journal of Governance and Public Administration Vol. 2 No. 3 (2025): Juni
Publisher : Yayasan Nuraini Ibrahim Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70248/jogapa.v2i3.2910

Abstract

In the face of increasingly fierce competition in the airline industry, passenger satisfaction is a key element for an airline's success. This study aims to evaluate the influence of three main factors in check-in desk services, namely Service Speed, Officer Friendliness, and Information Clarity on Passenger Satisfaction. The approach in this article is qualitative using library research techniques. The research findings (hypothetical) reveal that the three independent variables of Service Speed, Officer Friendliness, and Information Clarity both individually and together have a positive and significant effect on Passenger Satisfaction. This conclusion makes it clear that efforts to improve service quality in these three aspects are a fundamental and effective strategic step for the airline in increasing overall passenger satisfaction and loyalty.
Co-Authors Butar Butar, Inri Desniti Nuggetty Sundoro, Sundoro