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Journal of Governance and Public Administration
Published by Yayasan Nuraini Ibrahim Mandiri
ISSN : -     EISSN : 30317584     DOI : https://doi.org/10.59407/jogapa.v1i2
Core Subject : Economy, Science, Social,
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences
Journal of Governance and Public Administration (JoGaPA) is a national journal as a medium of scientific research results, thinking, and critical-analytical studies on research in the fields of public administration and governance, particularly focusing on the main problems in the development of the science of public administration and governance studies. Includes the development of Government policy, public administration, public management, the study of the autonomous region, the local government and bureaucracy, policy analysis, public service, political decentralization, fiscal, public economics and politics as well as regional planning and studies other social sciences.
Arjuna Subject : Ilmu Sosial - Administrasi Publik
Articles 22 Documents
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Search results for , issue "Vol. 2 No. 3 (2025): Juni" : 22 Documents clear
FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PENUMPANG MASKAPAI: ANALISIS PENGARUH KECEPATAN PELAYANAN, KERAMAHAN PETUGAS, DAN KEJELASAN INFORMASI DI CHECK-IN COUNTER Butar Butar, Inri Desniti Nuggetty; Arum, Adinda Sekar; Sundoro, Sundoro
Journal of Governance and Public Administration Vol. 2 No. 3 (2025): Juni
Publisher : Yayasan Nuraini Ibrahim Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70248/jogapa.v2i3.2910

Abstract

In the face of increasingly fierce competition in the airline industry, passenger satisfaction is a key element for an airline's success. This study aims to evaluate the influence of three main factors in check-in desk services, namely Service Speed, Officer Friendliness, and Information Clarity on Passenger Satisfaction. The approach in this article is qualitative using library research techniques. The research findings (hypothetical) reveal that the three independent variables of Service Speed, Officer Friendliness, and Information Clarity both individually and together have a positive and significant effect on Passenger Satisfaction. This conclusion makes it clear that efforts to improve service quality in these three aspects are a fundamental and effective strategic step for the airline in increasing overall passenger satisfaction and loyalty.
FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PENUMPANG: TINGKAT KUALITAS PELAYANAN PUBLIK, ON TIME PERFORMANCE DAN FASILITAS BANDARA Wati, Wina Hera; Pebrianti, Rizka; Kalbuana, Nawang
Journal of Governance and Public Administration Vol. 2 No. 3 (2025): Juni
Publisher : Yayasan Nuraini Ibrahim Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70248/jogapa.v2i3.2919

Abstract

Kepuasan penumpang sangat penting bagi keberhasilan industry penerbangan, memengaruhi citra merek, loyalitas, dan profitabilitas. Dengan meningkatnya ekspektasi layanan, identifikasi faktor penentu kepuasan menjadi strategis. Artikel ini memiliki tujuan untuk meneliti bagaimana kualitas pelayanan, fasilitas di bandara, dan on time performance mempengaruhi kepuasan penumpang. Studi ini menggunakan metode kualitatif dengan cara meninjau berbagai literatur, serta menganalisis teori dan pengaruh antar variabel dari berbagai karya ilmiah yang relevan. Hasil tinjauan pustaka menunjukkan bahwa kualitas pelayanan, on time performance, dan fasilitas bandara secara signifikan memengaruhi kepuasan penumpang. Kualitas pelayanan (terutama daya tanggap, jaminan, empati) berkontribusi nyata, sementara pengaruh bukti fisik dan keandalan bervariasi. Dampak fasilitas bandara bervariasi tergantung lokasi dan kondisi, dengan fasilitas bersih dan fungsional menjadi penting. On time performance adalah faktor krusial yang mencerminkan keandalan maskapai dan sangat memengaruhi kepuasan penumpang. Peningkatan kualitas pelayanan, fasilitas yang memadai, dan pencapaian on time performance yang tinggi merupakan faktor kunci dalam meningkatkan kepuasan penumpang. Ketiga elemen ini saling terkait dan esensial untuk membangun hubungan positif serta memastikan keberlanjutan dan keunggulan kompetitif dalam industri penerbangan.

Page 3 of 3 | Total Record : 22

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