Pengaruh Pelayanan Staf Lost and Found PT Gapura Angkasa terhadap Citra Maskapai Garuda Indonesia di Bandar Udara Internasional Jendral Ahmad Yani Semarang

Muhammad Rafli Harsya Ramadhan (Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta)
Septiyani Putri Astutik (Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta)

Jurnal Ground Handling Dirgantara
Vol 8 No 1 (2026): Ground Handling Dirgantara

The competitive aviation industry demands full attention to service quality, including baggage delay, which is crucial for image building. This study aims to analyze the influence of PT Gapura Angkasa's Lost and Found service unit on Garuda Indonesia's image at General Ahmad Yani Airport in Semarang. This study draws on the SERVQUAL service quality theory and the concept of corporate image. The study used a quantitative approach with a survey design. Data were collected through questionnaires from 65 passengers selected using purposive sampling. Data were then tested for validity, reliability, and classical assumptions, and analyzed using simple linear regression. The results showed a positive and significant effect, with a regression equation of Y = 3.741 + 0.720X and a contribution of 78.6%. It was concluded that, despite being managed by a third party, passengers still perceive this service as the airline's responsibility, making improving its quality an effective strategy for maintaining a positive image.