Pengaruh Kecepatan Layanan (Service Speed) dan Empati Petugas terhadap Kepuasan Penumpang: Studi Moderasi Kualitas Infrastruktur Area Bagasi Terminal 3 Bandara Soekarno-Hatta Tahun 2025

Authors

  • Reza Armansyah Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Agus Setiawan Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Aswanti Setyawati Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Yuliantini Yuliantini Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Lira Agusinta Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/jimt.v7i6.9253

Keywords:

Service Speed, empati petugas, kepuasan penumpang, kualitas infrastruktur, SERVQUAL

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kecepatan layanan (Service Speed) dan empati petugas terhadap kepuasan penumpang pada layanan pengambilan bagasi kedatangan domestik, serta menilai peran moderasi kualitas infrastruktur area bagasi di Terminal 3 Bandara Internasional Soekarno-Hatta. Penelitian ini dilatarbelakangi oleh pentingnya layanan pengambilan bagasi sebagai titik akhir perjalanan yang memengaruhi persepsi penumpang, terutama ketika terjadi keterlambatan, ketidakefisienan, atau kurangnya bantuan petugas. Kerangka teori yang digunakan adalah SERVQUAL dengan penekanan pada dimensi reliability, empathy, dan tangibles. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei dan desain asosiatif-kausal. Data primer diperoleh melalui kuesioner kepada penumpang, sedangkan data sekunder berasal dari data operasional periode Maret–Mei 2025 sebagai fase awal perbaikan Service Speed, penambahan fungsi Baggage Assistant, dan penyelesaian renovasi area pengambilan bagasi. Analisis data dilakukan menggunakan Structural Equation Modeling (SEM) untuk menguji pengaruh langsung dan efek moderasi antarvariabel. Hasil penelitian menunjukkan bahwa Service Speed dan empati petugas berpengaruh positif serta signifikan terhadap kepuasan penumpang. Kualitas infrastruktur area bagasi terbukti memperkuat pengaruh tersebut melalui dukungan fasilitas fisik, pencahayaan, signage, kebersihan, kenyamanan ruang, dan kemudahan akses. Temuan ini memberikan implikasi praktis bagi pengelola bandara, maskapai, dan regulator dalam peningkatan standar layanan kedatangan. Secara teoretis, penelitian ini memperluas penerapan SERVQUAL pada layanan pengambilan bagasi bandara modern yang berbasis pengalaman penumpang kedatangan.

 

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Published

2026-07-12

How to Cite

Reza Armansyah, Agus Setiawan, Aswanti Setyawati, Yuliantini Yuliantini, & Lira Agusinta. (2026). Pengaruh Kecepatan Layanan (Service Speed) dan Empati Petugas terhadap Kepuasan Penumpang: Studi Moderasi Kualitas Infrastruktur Area Bagasi Terminal 3 Bandara Soekarno-Hatta Tahun 2025. Jurnal Ilmu Manajemen Terapan, 7(6), 1481–1494. https://doi.org/10.38035/jimt.v7i6.9253

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Vol. 7 No. 6 (2026): Jurnal Ilmu Manajemen Terapan (Juli - Agustus 2026)

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