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All Journal Master Manajemen
Nandana Abiyyu Rasendriya Putra
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Decision Sciences, Operations Research & Management

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Journal : Master Manajemen

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Kepuasan Penumpang Terhadap Aplikasi Travelin di Bandara Internasional Banyuwangi Nandana Abiyyu Rasendriya Putra; Teguh Ariebowo
Master Manajemen Vol. 3 No. 2 (2025): Master Manajemen
Publisher : Fakultas Ekonomi & Bisnis, Universitas Nusa Nipa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59603/masman.v3i2.833

Abstract

This study aims to assess passenger satisfaction with the Travelin application at Banyuwangi International Airport. Developed by PT Angkasa Pura II, the app offers features such as TravelinPass, a biometric-based electronic boarding system. Although implemented, many passengers are still unfamiliar with its optimal use. A quantitative approach was applied using surveys distributed to 196 users. The questionnaire was based on five satisfaction indicators: expectation, performance, comparison, experience, and confirmation. The results showed an overall satisfaction score of 2.37 on a 1–4 Likert scale, indicating a “low satisfaction” category. Key issues include limited user knowledge and underperformance of services. These findings highlight the need for improved user education, feature enhancements, and user interface development to maximize the app’s benefits for passengers.
Co-Authors Teguh Ariebowo