Determinants of Passenger Satisfaction at Terminal 3 of Soekarno-Hatta Airport

Authors

  • Sarwono Hadi Saputro Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
  • Siti Maemunah Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
  • Yuliantini Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
  • Lira Agusinta Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/jemsi.v7i1.6477

Keywords:

Passenger Satisfaction, Service Quality, Information Quality, Accessibility, Facilities, Terminal 3 Soekarno-Hatta Airport

Abstract

This study aims to analyze the influence of service quality, information quality, accessibility, and facilities on passenger satisfaction at Terminal 3 of Soekarno-Hatta Airport. The population of this research includes all passengers or users of Terminal 3, with data collected from January 2023 to December 2023. The sample consists of 182 respondents selected through purposive random sampling. The data collection instrument is a questionnaire, and data analysis is conducted using SPSS software through classical assumption tests and multiple linear regression analysis. The results show that service quality, information quality, and facilities have a positive and significant effect on passenger satisfaction, while accessibility does not have a significant impact. Based on these findings, it is recommended that the management of Terminal 3 continue to improve service quality, provide more accurate and relevant information, and ensure that facilities remain well-maintained and modern. Future research is encouraged to expand the scope of the study by adding other relevant variables, such as security aspects or the use of technology in airport.

References

Anggelina, M., & Naipospos, B. P. (2023). Analisis Kualitas Layanan Terminal 3 Bandar Udara Internasional Soekarno Hatta Berdasarkan Permintaan Penumpang. Jurnal Manajemen Dirgantara, 16(2), 298–307. https://doi.org/10.56521/manajemen-dirgantara.v16i02.965

Andi Frianto, Musri Kona, H. P. (2024). of Port and Shipping Management Efektivitas Cargo Handling terhadap Kepuasan Konsumen : Faktor Sumber. 36–47.

HAFIZAH, N. E. L. (2018). Analysis of Airport Passenger’S Trip Origin for Access To the Airport (Case Study: Juanda International Airport, Ahmad Yani …. https://core.ac.uk/download/pdf/324166164.pdf

Kurniawati, D., Nurazi, R., & Martiah, L. (2021). Pengaruh Kualitas Sistem Informasi, Kualitas Informasi, Perceived Usefulness, Terhadap Kepuasan Pengguna Akhir Software Akuntansi. Jurnal Fairness, 3(2), 145–158. https://doi.org/10.33369/fairness.v3i2.15282

Nieamah, K. F. (2016). Keluhan Penumpang Pada Pelayanan Unit Informasi Pt Angkasa Pura Bandara Adi Soemarmo Solo. Jurnal Flight Attendant, 3(2), 5–15.

Ningsih, S., & Rachmawati, D. (2024). Pengaruh Fasilitas Ruang Tunggu terhadap Tingkat Kenyamanan Penumpang di Bandar Udara Internasional Zainuddin Abdul Madjid Lombok. Indonesian Journal of Aviation Science and Engineering, 1(1), 10. https://doi.org/10.47134/pjase.v1i1.2221

Syafei, I., Basri Said, L., & Adri. (2022). Analisis Persepsi Kepuasan Pengguna Transportasi Udara pada Bandar Udara Sultan Hasanuddin Kota Makassar. Jurnal Flyover (JFO), 2(1), 21–28.

Vicramaditya, P. B. (2021). Pengaruh E-Service Quality, Kualitas Informasi dan Perceived Value terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan Grabbike. Journal of Business and Banking, 10(2), 325. https://doi.org/10.14414/jbb.v10i2.2379

Downloads

Published

2025-10-11

How to Cite

Saputro, S. H., Maemunah, S., Yuliantini, & Agusinta, L. (2025). Determinants of Passenger Satisfaction at Terminal 3 of Soekarno-Hatta Airport. Jurnal Ekonomi Manajemen Sistem Informasi, 7(1), 680–687. https://doi.org/10.38035/jemsi.v7i1.6477

Issue

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

Section

Articles

License

Copyright (c) 2025 Sarwono Hadi Saputro, Siti Maemunah, Yuliantini, Lira Agusinta

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).