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Faktor-faktor Yang Mempengaruhi Kepuasan Penumpang Maskapai: Analisis Pengaruh Kecepatan Pelayanan, Keramahan Petugas, Dan Kejelasan Informasi Di Check-in Counter

Year: 2025

Type: article

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.

Source: Journal of Governance and Public Administration

DOI: 10.70248/jogapa.v2i3.2910

Authors: Inri Desniti Nuggetty Butar Butar, Adinda Sekar Arum, Sundoro Sundoro

Institution: Politeknik Penerbangan Indonesia Curug

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W4413307536

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