Analysis of the Influence of Service Quality and Supporting Airport Facilities on Customer Satisfaction at Halim Perdanakusuma Airport

Authors

  • Rizko Endra Nugraha Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
  • Jermanto Setia Kurniawan Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
  • Cecep Pahrudin Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
  • Sandriana Marina Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
  • Yana Tatiana Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/jemsi.v7i1.6367

Keywords:

Terminal Facilities, Customer Satisfaction, Service Quality

Abstract

Halim Perdanakusuma Airport has seen a significant rise in passenger traffic in the post-COVID-19 period, creating an urgent need to improve terminal facilities and service quality. Despite these developments, users continue to report dissatisfaction with various aspects of airport services and infrastructure. This study aims to examine the effect of terminal facilities and service quality on passenger satisfaction. Using a quantitative approach, data were collected through surveys and analyzed with multiple linear regression via SPSS. The independent variables include electronic facilities (X1), IT facilities (X2), infrastructure facilities (X3), electrical facilities (X4), and service quality (X5), while passenger satisfaction serves as the dependent variable (Y). The results show that all independent variables have a positive and significant influence on passenger satisfaction, both individually and simultaneously. Among these, electronic facilities and service quality have the most dominant impact. The F-test supports the model’s validity, confirming that the combination of variables significantly influences satisfaction levels. These findings highlight the importance of a comprehensive service strategy that integrates technology, infrastructure, and human interaction to enhance overall service quality in the aviation sector.

References

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Published

2025-09-22

How to Cite

Nugraha, R. E., Kurniawan, J. S., Pahrudin, C., Marina, S., & Tatiana, Y. (2025). Analysis of the Influence of Service Quality and Supporting Airport Facilities on Customer Satisfaction at Halim Perdanakusuma Airport. Jurnal Ekonomi Manajemen Sistem Informasi, 7(1), 491–499. https://doi.org/10.38035/jemsi.v7i1.6367

Issue

Vol. 7 No. 1 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (September-Oktober 2025)

Section

Articles

License

Copyright (c) 2025 Rizko Endra Nugraha, Jermanto Setia Kurniawan, Cecep Pahrudin, Sandriana Marina, Yana Tatiana

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

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