The Effect of Airport Service Innovation on Customer Satisfaction and Increasing Customer Value

Authors

  • Zainita Sarah Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Raissa Putri Ramadhani Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Haris Haris Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Lut Mafrudoh Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/jemsi.v6i6.8530

Keywords:

Service Innovation, Customer Value, Customer Satisfaction, Airport, Soekarno-Hatta International Airport

Abstract

This study explores the impact of service innovation on customer satisfaction, with customer value acting as an intervening variable at Soekarno-Hatta International Airport. This research focuses on three primary variables: Service Innovation (X1), Customer Value (Z), Customer Satisfaction (Y). This study uses quantitative research methods with Sem-PLS analysis techniques, with data collected from100 respondents who had experience using airport technology services on both international and local flights. These findings reveal that Service Innovation (X1) positively affects both Customer Satisfaction (Y) and Customer Value (Z). Moreover, Customer Value (Z) significantly influences Customer Satisfaction (Y). The results also demonstrate that Service Innovation (X1) has an indirect positive effect on Customer Satisfaction (Y) through Customer Value (Z). This research highlights the importance of service innovation in improving the overall customer experience and value perception, thus enhancing passenger satisfaction at airports.  

References

Ariyono, P. C. (2018). DAMPAK INOVASI LAYANAN TERHADAP KEPUASAN PELANGGAN DAN PENINGKATAN NILAI PELANGGAN DI BANDARA ADISUTJIPTO YOGYAKARTA. 137.

August, N. E., Agustina, D., Wulandari, W., Utomo, S. D., & Barlian, A. (2023). PENGARUH KUALITAS PELAYANAN DAN INOVASI PELAYANAN TERHADAP KEPUASAN PELANGGAN DI BANDAR UDARA INTERNASIONAL HALIM PERDANA KUSUMA - JAKARTA. 3.

Ayshia Putri, S., & Kalbuana, N. (2024). PENGARUH FAKTOR LINGKUNGAN DAN FAKTOR PELAYANAN TERHADAP KEAMANAN DI BANDARA INTERNASIONAL SOEKARNO-HATTA. Journal of Information Systems Management and Digital Business, 1(3), 384–389. https://doi.org/10.59407/jismdb.v1i3.892

Bakır, M., Akan, Ş., Özdemir, E., Nguyen, P.-H., Tsai, J.-F., & Pham, H.-A. (2022). How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews. Sustainability, 14(4), 2151. https://doi.org/10.3390/su14042151

Cahyo Ariyono, P. (2018, Mei). DAMPAK INOVASI LAYANAN TERHADAP KEPUASAN PELANGGAN DAN PENINGKATAN NILAI PELANGGAN DI BANDARA ADISUTJIPTO.

Chen, J. K. C., Batchuluun, A., & Batnasan, J. (2015). Services innovation impact to customer satisfaction and customer value enhancement in airport. Technology in Society, 43, 219–230. https://doi.org/10.1016/j.techsoc.2015.05.010

Christina Rosalia, Lelo Sintani, & Yunikewaty, Y. (2023). Kualitas Layanan Sebagai Strategi Peningkatan Kepuasan Penumpang Melalui Inovasi Layanan di Bandara Tjilik Riwut. Edunomics Journal, 4(2), 167–176. https://doi.org/10.37304/ej.v4i2.10059

Dhewanto, W., Mulyaningsih, H. D., Permatasari, A., Anggadwita, G., & Ameka, I. (2014). Manajemen Inovasi peluang sukses menghadapi perubahan. Yogyakarta: Andi, 51–57.

Firdaus, A., & Sobarna, A. (2021). Inovasi Layanan dan Kepuasan Pelanggan Pada E-Commerce: Peran dari Customer Value Creation.

Hijjah, R., & Ardiansari, A. (2015). PENGARUH CUSTOMER EXPERIENCE DAN CUSTOMER VALUE TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION.

Ikasari, A. U., Suryoko, S., & Nurseto, S. (2013). PENGARUH NILAI PELANGGAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Studi kasus pada penumpang KA Kaligung Mas di Stasiun Poncol Semarang). 2013.

International_Journals_of_Multidisciplin. (n.d.).

Kaban, I. D. (2020). ANALISA INOVASI PELAYANAN PENGGUNA JASA PENERBANGAN MELALUI “AIRPORT DIGITAL” DI BANDARA SOEKARNO HATTA. JURNAL MANAJEMEN PENDIDIKAN DAN ILMU SOSIAL, 1(1), 211–223. https://doi.org/10.38035/jmpis.v1i1.245

Kim, J.-H., & Park, J.-W. (2019). The Effect of Airport Self-Service Characteristics on Passengers’ Perceived Value, Satisfaction, and Behavioral Intention: Based on the SOR Model. Sustainability, 11(19), 5352. https://doi.org/10.3390/su11195352

Kotler, P., & Keller, K. L. (2006). Marketing management (12. ed). Pearson Prentice Hall.

Kotler, P., Burton, S., Deans, K., Brown, L., & Armstrong, G. (2015). Marketing. Pearson Higher Education AU.

Kurniawan, D. D., & Soliha, E. (2022). Pengaruh Kualitas Pelayanan, Fasilitas Dan Lokasi Terhadap Kepuasan Pelanggan pada My Kopi O Semarang. 2022.

Monecke, A., & Leisch, F. (2012). semPLS: Structural Equation Modeling Using Partial Least Squares. Journal of Statistical Software, 48(3). https://doi.org/10.18637/jss.v048.i03

Rohaeni, H., & Marwa, N. (2018). Kualitas Pelayanan Terhadap Kepuasan Pelanggan. 2(2).

Sangadji, E. M., & Sopiah, M. P. (2014). Perilaku konsumen, Pendekatan Praktis disertai: Himpunan Jurnal Penelitian. Penerbit Andi.

Tjiptono, F. (1997). Prinsip-prinsip total quality service.

Triono, A., Hidayat, M., Setyawati, A., Handayani, S., & Tatiana, Y. (2023). Loyalitas dan Kepuasan Penumpang Kereta Api Argo Parahyangan. Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG), 9(3), 223. https://doi.org/10.54324/j.mtl.v9i3.986

Wonmaly, E. P. D., & Yudianto, K. (2023). Pengaruh Inovasi Layanan Check in Maskapai Sriwijaya Air Terhadap Kepuasan Pelanggan di Yogyakarta International Airport. JLEB: Journal of Law, Education and Business, 1(2), 620–632. https://doi.org/10.57235/jleb.v1i2.1067

Downloads

Published

2025-08-24

How to Cite

Sarah, Z., Ramadhani, R. P., Haris, H., & Mafrudoh, L. (2025). The Effect of Airport Service Innovation on Customer Satisfaction and Increasing Customer Value. Jurnal Ekonomi Manajemen Sistem Informasi, 6(6), 4617–4627. https://doi.org/10.38035/jemsi.v6i6.8530

Issue

Vol. 6 No. 6 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (Juli - Agustus 2025)

Section

Articles

License

Copyright (c) 2025 Zainita Sarah, Raissa Putri Ramadhani, Haris Haris, Lut Mafrudoh

Creative Commons License

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

Hak cipta :

Penulis yang mempublikasikan manuskripnya di jurnal ini menyetujui ketentuan berikut:

  1. Hak cipta pada setiap artikel adalah milik penulis.
  2. Penulis mengakui bahwa Jurnal Ekonomi Manajemen Sistem Informasi (JEMSI) berhak menjadi yang pertama menerbitkan dengan lisensi Creative Commons Attribution 4.0 International (Attribution 4.0 International CC BY 4.0) .
  3. Penulis dapat mengirimkan artikel secara terpisah, mengatur distribusi non-eksklusif manuskrip yang telah diterbitkan dalam jurnal ini ke versi lain (misalnya, dikirim ke repositori institusi penulis, publikasi ke dalam buku, dll.), dengan mengakui bahwa manuskrip telah diterbitkan pertama kali di Jurnal Ekonomi Manajemen Sistem Informasi (JEMSI).