The Impact of Service Transformation, Self-Check-in on Pelita Air Loyalty, Mediated by Customer Satisfaction

Assyfa Putri Damongayo (Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia)
Kurotul Aeni Habibatul Hamdiah (Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia)
Alit Sodikin (Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia)
Yuwono D. Sucipto (Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia)

Jurnal Ilmu Multidisplin
Vol. 3 No. 4 (2025): Jurnal Ilmu Multidisplin (Januari-Maret 2025)

This study examines the effect of implementing self-check-in machines on customer satisfaction as part of Pelita Air’s service transformation at Soekarno-Hatta International Airport in 2024. This study uses a quantitative method by distributing questionnaires to Pelita Air passengers who use self-check-in machines with a purposive sampling technique. From a population of 505.022 passengers, a sample of 100 respondents was taken. Data analysis used SEM-PLS (Structural Equation Model-Partial Least Square) with independent variables of service transformation (X1) and Implementation of self-check-in machines (X2), Customer Satisfaction (Y) as a mediating variable and Customer Loyalty (Z) as a dependent variable. The result of this study are that service transformation and implementation of self-check-in machines have a significant direct effect on customer loyalty mediated by customer satisfaction.