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All Journal Jurnal Ekonomi Manajemen Sistem Informasi Warta Penelitian Perhubungan
Wardhani, Anindita Galuh
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Economics, Econometrics & Finance Transportation

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The Influence of Personnel Competence, Facility Reliability and Speed of Process on Customer Satisfaction through Service Performance at Terminal 3 of Soekarno-Hatta International Airport Wardhani, Anindita Galuh; Simarmata, Juliater; Abdurachman, Edi
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 6 No. 6 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (Juli - Agustus 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v6i6.5986

Abstract

This study examines the influence of personnel competence, facility reliability, and process speed on service performance and customer satisfaction, as well as examining the mediating role of service performance in the relationship between the independent variables and customer satisfaction at Terminal 3 of Soekarno-Hatta International Airport. A quantitative approach was employed using the SEM-PLS data analysis technique. Data were gathered through a survey involving 410 passengers at Terminal 3 of Soekarno-Hatta International Airport. The results of the study indicate that personnel competence, facility reliability, and process speed have a significant positive impact on both service performance and customer satisfaction. Furthermore, service performance is found to successfully mediate the relationship between the three independent variables and customer satisfaction. Based on these findings, it is recommended that the management of Terminal 3 at Soekarno-Hatta International Airport enhance personnel training, ensure optimal facility maintenance, and implement digitalization and automation technologies to expedite service delivery.
The Influence of Personnel Competence, Facility Reliability and Speed of Process on Customer Satisfaction through Service Performance at Terminal 3 of Soekarno-Hatta International Airport Wardhani, Anindita Galuh; Simarmata, Juliater; Abdurachman, Edi
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 6 No. 6 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (Juli - Agustus 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v6i6.5986

Abstract

This study examines the influence of personnel competence, facility reliability, and process speed on service performance and customer satisfaction, as well as examining the mediating role of service performance in the relationship between the independent variables and customer satisfaction at Terminal 3 of Soekarno-Hatta International Airport. A quantitative approach was employed using the SEM-PLS data analysis technique. Data were gathered through a survey involving 410 passengers at Terminal 3 of Soekarno-Hatta International Airport. The results of the study indicate that personnel competence, facility reliability, and process speed have a significant positive impact on both service performance and customer satisfaction. Furthermore, service performance is found to successfully mediate the relationship between the three independent variables and customer satisfaction. Based on these findings, it is recommended that the management of Terminal 3 at Soekarno-Hatta International Airport enhance personnel training, ensure optimal facility maintenance, and implement digitalization and automation technologies to expedite service delivery.
Optimalisasi Lintasan Penerbangan untuk Efisiensi dan Keberlanjutan Perusahaan Penerbangan: Sebuah Tinjauan Sistematis Rumondang Banjarnahor, Astri; Simarmata, Juliater; Keke, Yulianti; Siahaan, L Denny; Wardhani, Anindita Galuh; Kurniawan, Deni Agus; Akbar, Muhajir
Warta Penelitian Perhubungan Vol. 37 No. 2 (2025): Warta Penelitian Perhubungan
Publisher : Sekretariat Badan Penelitian dan Pengembangan Perhubungan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25104/warlit.v37i2.2416

Abstract

Penelitian ini mengkaji perkembangan optimisasi lintasan penerbangan dengan fokus pada penerbangan sipil dalam konteks manajemen lalu lintas udara dan trajectory-based operation. Tinjauan literatur sistematis dilakukan dengan mengikuti pedoman PRISMA 2020 terhadap 51 artikel yang teridentifikasi melalui basis data Scopus. Studi yang tidak relevan dengan domain optimasi lintasan penerbangan sipil seperti pemasaran, brand, kepemimpinan, komunikasi nirkabel murni tanpa implikasi lintasan, maupun spacecraft dikeluarkan pada tahap penyaringan. Sebagian kecil kajian Unmanned Aerial Vehicle (UAV) dipertahankan jika secara eksplisit membahas pengelolaan lintasan yang dapat ditransfer ke operasi penerbangan sipil. Hasil sintesis menunjukkan bahwa Performance-Based Navigation (PBN) dan Automatic Dependent Surveillance–Broadcast (ADS-B) diasosiasikan dengan peningkatan presisi lintasan serta potensi penurunan konsumsi bahan bakar dan emisi CO₂. Continuous Climb Operations (CCO) dan Continuous Descent Operations (CDO) berkontribusi terhadap pengurangan fuel burn, emisi CO₂/NOx, dan kebisingan di sekitar bandara dalam berbagai konteks operasional. Integrasi trajectory-based operations dengan Air Traffic Flow Management menunjukkan kecenderungan untuk meningkatkan prediktabilitas jadwal dan mengurangi delay pada tingkat jaringan. Pemetaan bukti disajikan melalui kerangka teknologi–indikator kinerja (fuel burn, emisi, waktu tempuh, delay, kebisingan), yang juga menyoroti keterbatasan bukti empiris pada konteks negara berkembang. Temuan ini memberikan dasar analitis bagi pengembangan kebijakan dan agenda riset lanjutan mengenai efisiensi dan dekarbonisasi penerbangan sipil.
Co-Authors Akbar, Muhajir Banjarnahor, Astri Rumondang Edi Abdurachman Juliater Simamarta Kurniawan, Deni Agus Siahaan, L Denny Yulianti Keke