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All Journal Globe: Publikasi Ilmu Teknik, Teknologi Kebumian, Ilmu Perkapalan Venus: Jurnal Publikasi Rumpun Ilmu Teknik
Shabira Afina Pajri
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Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Earth & Planetary Sciences Engineering Industrial & Manufacturing Engineering Mechanical Engineering

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Analisis Faktor-Faktor yang Mempengaruhi Kepuasan Penumpang di Bandar Udara: Studi Literatur dari Perspektif Layanan, Teknologi, dan Operasional Shabira Afina Pajri; Ubaedillah Ubaedillah
Venus: Jurnal Publikasi Rumpun Ilmu Teknik  Vol. 3 No. 4 (2025): Venus: Jurnal Publikasi Rumpun Ilmu Teknik
Publisher : Asosiasi Riset Ilmu Teknik Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/venus.v3i4.1036

Abstract

This study aims to analyze the factors that affect passenger satisfaction at the airport through three main perspectives, namely: service, technology, and operations. The approach used is a literature study of ten scientific journals that discuss airport service quality from various aspects. The results of the study show that service quality, especially those covering SERVQUAL dimensions such as reliability, responsiveness, empathy, assurance, and physical evidence, plays a major role in shaping service user perceptions. The technology perspective, through the implementation of self-service such as self check-in, Flight Information Display Sistem (FIDS), and digital service applications, is proven to increase efficiency and convenience, even contributing up to 96.8% to user satisfaction according to one study. Meanwhile, from an operational perspective, aspects such as queue time at check-in counters, public facilities, and accessibility to the terminal also have a significant impact on the overall passenger experience. The conclusion of this study emphasizes the importance of integration between the three perspectives in designing strategies to improve airport service quality. Suggestions are given to airport managers to continue to improve services, expand technology adoption, and reorganize operations to create a safe, comfortable, and satisfying travel experience for all service users
Analisis Faktor-Faktor yang Mempengaruhi Kepuasan Penumpang di Bandar Udara: Studi Literatur dari Perspektif Layanan, Teknologi, dan Operasional Shabira Afina Pajri; Anisa Anastasya; Ubaedillah Ubaedillah
Globe: Publikasi Ilmu Teknik, Teknologi Kebumian, Ilmu Perkapalan Vol. 3 No. 3 (2025): Agustus : Publikasi Ilmu Teknik, Teknologi Kebumian, Ilmu Perkapalan
Publisher : Asosiasi Riset Ilmu Teknik Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/globe.v3i3.1021

Abstract

This study aims to analyze the factors influencing passenger satisfaction at airports through three main perspectives: service, technology, and operations. The background of this research is based on the increasing competition between airports in providing an optimal travel experience amidst the development of the aviation industry and the increasing passenger demands for service quality. This study uses a literature study approach by analyzing ten selected scientific journals that specifically discuss airport service quality from various perspectives. The results of the study indicate that the service perspective, specifically those encompassing SERVQUAL dimensions such as reliability, responsiveness, empathy, assurance, and tangibles, has a significant contribution in shaping the perception and satisfaction of airport service users. The technology perspective also plays a significant role, particularly through the implementation of self-services such as self-check-in, Flight Information Display Sistem (FIDS), e-gates, and digital service applications that simplify the travel process. One of the studies analyzed shows that the application of technology can contribute up to 96.8% to user satisfaction, indicating the significant role of digitalization in this industry. From the operational side, factors such as speed of service at the check-in counter, queue time management, completeness and cleanliness of public facilities, and ease of access to the terminal have an equally important influence. These findings underscore that passenger satisfaction is influenced not only by service quality at the point of direct interaction, but also by the smoothness of the overall operational flow. The study's conclusions emphasize the importance of integrating these three perspectives in strategic planning for airport service improvement.  
Co-Authors Anisa Anastasya Ubaedillah Ubaedillah