Determination of Airport Area Accessibility, Accuracy of Flight Times, and Check-In Process Time on Airplane Passenger Satisfaction (Study at Soekarno Hatta Airport)

Authors

  • Farchan Hudayah Institut Transportasi dan Logistik Trisakti, Indonesia, Jakarta, Indonesia
  • Hery Mustika Institut Transportasi dan Logistik Trisakti, Indonesia, Jakarta, Indonesia
  • Juliater Simarmata Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.31933/dijdbm.v5i3.2484

Keywords:

Airline Passenger Satisfaction, Accessibility, Accuracy of Flight Times, Speed of the Check In Process

Abstract

Article on determining airport area accessibility, flight timeliness and check-in process time on airplane passenger satisfaction (Study at Soekarno Hatta Airport) within the scope of marketing management science. This article aims to create hypotheses regarding the relationship between factors, which can then be used for further research in the field of marketing management. The research method used in this research is descriptive qualitative. The data used in this research comes from previous research which is still relevant to the current investigation. Data was collected from leading academic online platforms, including Publish or Perish, Google Scholar, digital reference books, and Sprott journals. The results of this literature research include: 1) Accessibility influences aircraft passenger satisfaction at Soekarno Hatta Airport; 2) Punctuality of flight times influences aircraft passenger satisfaction at Soekarno Hatta Airport; and 3) The speed of the check-in process influences the satisfaction of airplane passengers at Soekarno Hatta Airport.

References

Alamsyah, A. N. (2022). PENGARUH KUALITAS PELAYANAN INFORMASI TERHADAP KEPUASAN PENUMPANG DI PT. ANGKASA PURA I BANDAR UDARA INTERNASIONAL AHMAD YANI SEMARANG. Flight Attendant Kedirgantaraan: Jurnal Public Relation, Pelayanan, Pariwisata, 4(2), 177–181.

Ali, H., & Limakrisna, N. (2013). Metodologi Penelitian (Petunjuk Praktis Untuk Pemecahan Masalah Bisnis, Penyusunan Skripsi (Doctoral dissertation, Tesis, dan Disertasi. In In Deeppublish: Yogyakarta.

Ananta, N. Y., & Albanna, F. (2023). Pengaruh Kualitas Pelayanan Check-In Counter dan Kualitas Informasi Terhadap Kepuasan Penumpang Maskapai Batik Air Pada Bandar Udara Internasional Raja Haji Fisabilillah Tanjungpinang Kepulauan Riau. Ground Handling Dirgantara, 5(02), 223–232.

Anggraini, F., & Mulyani, E. (2022). Pengaruh Informasi Akuntansi, Persepsi Risiko dan Citra Perusahaan dalam Pengambilan Keputusan Investasi di Masa Pandemi Covid-19. JEA Jurnal Eksplorasi Akuntansi, 4(1), 25–39.

ASSAHARI, F. (2017). ANALISIS KETEPATAN WAKTU PELAKSANAAN MAINTENANCE PESAWAT UDARA DALAM MENDUKUNG OPERASIONAL PENERBANGAN GARUDA INDONESIA. Universitas Gadjah Mada.

Auliana, N. U. (2022). Standar Prosedur Check-In dan Check-Out pada Hotel Duta Syari’ah Palembang. Jurnal Pariwisata Darussalam, 1(2), 64–74.

Ayodeji, Y., Rjoub, H., & Özgit, H. (2023). Achieving sustainable customer loyalty in airports: The role of waiting time satisfaction and self-service technologies. Technology in Society, 72(09). https://doi.org/10.1016/j.techsoc.2022.102106

Bhinawan, M., & Ali, H. (2017). Scholars Bulletin Analysis of the Company Image and Service Quality through Customer Satisfaction to Customer Loyalty (A Field Research in PT . Nusantara Water Centre). Scholars Bulletin, 3(3), 149–158. https://doi.org/10.21276/sb.2017.3.3.10

Christiani, L., & Fatmayati, F. (2022). Pengaruh Ketepatan Waktu dan Kualitas Pelayanan Terhadap Reputasi Perusahaan Penerbangan Lion Air di Bandar Udara Komodo Labuan Bajo Nusa Tenggara Timur. Jurnal Kewarganegaraan, 6(1), 274–283.

Hendiyana, A., Endah, D., Immamah, E., & Tinggi Penerbangan Aviasi, S. (2022). Proses Pelayanan Check in Di Malaysia Airlines Di Bandara Soekarno Hatta Jakarta Pada Masa Pandemi Artikel Informasi Abstrak. Jtla, 2(1), 17–28.

Hidayatullah, S., Setyorini, S., Windhuastiti, I., & Rachmawati, I. K. (2020). Peran Aksesibilitas, Konektifitas, Kualitas Layanan Tehadap Loyalitas Pengguna Angkutan Umum Melalui Kepuasan Penumpang Sebagai Variabel Mediator. Seminar Nasional Sistem Informasi 2020, 2261–2274.

Jamil, J. (2022). Optimalisasi Layanan Tutorial Online dan Aksesibilitas Terhadap Kepuasan Bantuan Belajar Online Mahasiswa UT. Jurnal Studi Guru Dan Pembelajaran, 5(1), 141–150. https://doi.org/10.30605/jsgp.5.1.2022.1714

Keke, Y., & Susanto, P. C. (2019). Kinerja Ground Handling Mendukung Operasional Bandar Udara. Jurnal Ilmiah Kedirgantaraan, 16(2).

Khairunnisa, K., Yoeliastuti, Y., & Wibowo, E. W. (2019). Analisis Harga Tiket Dan Fasilitas Transaksi Terhadap Kepuasan Penumpang Kereta Api Bandara Soekarno Hatta. Jurnal Lentera Bisnis, 8(2), 59–75.

Majid, S. A., Pahala, Y., Agusinta, L., Rizaldy, W., Setiawan, E. B., Ricardianto, P., Larasati, E. R., & Hernawan, M. A. (2021). The Capacity of Runway of Ngurah Rai International Airport Bali Based on The Doratask Method.

Marina, S., Maulana, D. R., & Ozali, I. (2018). Pengaruh Kualitas Pelayanan PT. Angkasa Pura I Terhadap Kepuasan Penumpang Di Bandar Udara Internasional Lombok, Praya. Jurnal Manajemen Bisnis Transportasi Dan Logistik, 5(1), 87–92.

Maudi Nurlita, A. (2021). PENGARUH KUALITAS PELAYANAN PETUGAS INFORMASI TERHADAP KEPUASAN PENUMPANG DI BANDAR UDARA INTERNASIONAL ADISUTJIPTO YOGYAKARTA. SEKOLAH TINGGI TEKNOLOGI KEDIRGANTARAAN YOGYAKARTA.

Pamungkas, Y., & Laksana, A. P. (2023). Pengaruh Kualitas Pelayanan Check-In Counter Terhadap Kepuasan Pelanggan Maskapai Wings Air di Bandar Udara Rahadi Oesman. Student Scientific Creativity Journal, 1(6), 146–161.

Prastika, K. Y., & Ginusti, G. N. (2022). Pengaruh Kualitas Pelayanan Unit Informasi Terhadap Kepuasan Penumpang Bandar Udara Komodo Labuan Bajo. Jurnal Kewarganegaraan, 6(1), 567–578.

Prawira, S. A., & Pranitasari, D. (2020). Pengaruh aksesibilitas, inovasi dan kualitas pelayanan fasilitas publik terhadap kepuasan penumpang disabilitas di kereta rel listrik jakarta. Pengaruh Aksesibilitas, Inovasi Dan Kualitas Pelayanan Fasilitas Publik Terhadap Kepuasan Penumpang Disabilitas Di Kereta Rel Listrik Jakarta.

Putra, O. Y. S., Sihombing, S., & Tasran, C. (2020). Pengaruh Pelayanan dan Fasilitas Digital Terhadap Kepuasan Penumpang di Bandara Internasional Kualanamu. Warta Ardhia, 46(1), 60–70. https://doi.org/10.25104/wa.v46i1.383.60-70

Risby, J., Guest, S., & Warnock-Smith, D. (2022). A critical analysis of Bristol Airport’s employee surface access habits: Developing strategic recommendations for reducing private vehicle usage. Research in Transportation Business and Management, 43(July 2021), 100700. https://doi.org/10.1016/j.rtbm.2021.100700

Sari, A. N., & Wakhidah, E. N. (2022). Pengaruh Bagasi Berbayar Dan Kenaikan Harga Tiket Pesawat Terhadap Minat Penumpang Maskapai Lion Air Di Bandar Udara Ahmad Yani Semarang. Consilium: Education and Counseling Journal, 2(2), 70–78.

Sari, N. A., Septiani, R. M., & Simarmata, J. (2018). The Implementation of Aerotropolis and Eco-Airport Concept Towards Kertajati International Airport Introduction. The Implementation of Aerotropolis and Eco-Airport Concept Towards Kertajati International Airport Introduction, 1, 924–934.

Satish, A. S., Mangal, A., & Churi, P. (2023). A systematic review of passenger profiling in airport security system: Taking a potential case study of CAPPS II. Journal of Transportation Security, 16(1), 8.

Siahaan, J. M., Ricardianto, P., Kurniawan, J. S., Setiawan, E. B., & Abidin, Z. (2023). On Time Performance pada Bandara Internasional Soekarno-Hatta. Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG), 10(3), 203. https://doi.org/10.54324/j.mtl.v10i3.1095

Sihombing, S., Nirmala, A., Benned, M., Tasran, C., & Budiman, C. (2022). Penerapan Protokol Kesehatan dan Kualitas Pelayanan terhadap Kepuasan Penumpang di Bandara Internasional Soekarno Hatta. Aviasi: Jurnal Ilmiah Kedirgantaraan, 19(1), 28–44.

Simarmata, J., Ikhsan, R. B., Prabowo, H., Yuniarty, Y., & Wouter, D. (2023). Airline Service Delays And The Impact On Customer Perceptions, Switching Intentions And Negative Word Of Mouth. WARTA ARDHIA, 48(2), 84–94.

Simarmata, J., & Keke, Y. (2019). The Airline Customer ’ S Buying Decision Through Online Travel Agent?: a Case Study of the Passengers of Scheduled Domestic the Airline Customer ’ S Buying Decision Through Online Travel Agent?: a Case Study of the Passengers. International Journal of Economics, Commerce and Managemen, August.

Simarmata, J., Keke, Y., & Akbar, R. (2018). ON-TIME PERFORMANCE ANALYSIS AND ISSUES TO KEEP CUSTOMERS SATISFIED (CASE STUDY: DOMESTIC FLIGHTS OF GARUDA INDONESIA IN SOEKARNO-HATTA INTERNATIONAL AIRPORT). Advances in Engineering Research (AER), 147(Grost), 904–915. https://doi.org/10.2991/grost-17.2018.80

Subekti, S. (2017). Pengaruh Promosi dan Harga terhadap Keputusan Membeli Tiket Maskapai Penerbangan Lion Air Rute Lampung-Jakarta. Warta Penelitian Perhubungan, 29(1), 123–140.

Sumardi, U. Z., & Jumlad, W. (2022). Pengaruh Aksesibilitas Menuju Bandar Udara Internasional Yogyakarta Terhadap Persepsi Penumpang. Jurnal Kewarganegaraan, 6(2), 3025–3032.

Supardi, S., Kamsariaty, K., Nuraeni, N., Suryawan, R. F., Widiyanto, P., & Susanto, P. C. (2023). Pramugari: Pelayanan Prima dan Kinerja Pramugari:(Tinjauan Pustaka). Aviasi: Jurnal Ilmiah Kedirgantaraan, 20(2).

Susanto, P. C., Ali, H., Sawitri, N. N., & Widyastuti, T. (2023). Strategic Management?: Concept , Implementation , and Indicators of Success ( Literature Review ). Siber Journal of Advanced Multidisciplinary, 1(2), 1–11.

Susanto, P. C., & Keke, Y. (2020). Implementasi Regulasi International Civil Aviation Organization (ICAO) pada Penerbangan Indonesia. Aviasi?: Jurnal Ilmiah Kedirgantaraan, 16(1), 53–65. https://doi.org/10.52186/aviasi.v16i1.23

Susanto, P. C., Sakti, R. F. jaya, & Widiyanto, P. (2020). Alat Bantu Pendaratan Visual Di Airport Untuk Mendukung Keselamatan Pesawat. AVIASI Jurnal Ilmiah Kedirgantaraan, 17(1).

Susanto, P. C., Suryawan, R. F., Hartono, H., & Arief, M. I. (2021). Optimalisasi Kereta Api Airport Railink Services Kualanamu Mendukung Kegiatan Operasional Bandara. Aviasi?: Jurnal Ilmiah Kedirgantaraan, 17(2), 54–65. https://doi.org/10.52186/aviasi.v17i2.60

Syahwi, M., & Pantawis, S. (2021). Pengaruh Kualitas Produk, Kualitas Layanan, Citra Perusahaan, dan Nilai Pelanggan Terhadap Kepuasaan Pelanggan Indihome (Studi Kasus pada PT. Telkom Kota Semarang). ECONBANK: Journal of Economics and Banking, 3(2), 150–163. https://doi.org/10.35829/econbank.v3i2.202

Tantriana, D., & Widiartanto. (2019). PENGARUH AKSESIBILITAS , EXPERIENTIAL MARKETING DAN ELECTRONIC WORD OF MOUTH ( eWOM ) TERHADAP KEPUTUSAN BERKUNJUNG KEMBALI MELALUI CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING. Jurnal Bisnis & Manajemen, 08(03), 173–183.

Utama, M. E. P., & Roellyanti, M. V. (2022). Pengaruh Kualitas Pelayanan Aviation Security Terhadap Kepuasan Penumpang di Bandar Udara Juanda Surabaya. Jurnal Kewarganegaraan, 6(3), 5748–5760.

Widiyanto, P., Febrian, W. D., Firdiansyah, R., & Susanto, P. C. (2023). Peningkatan Motivasi , Kepemimpinan , Kompetensi , Petugas Aviation Security Untuk Menciptakan Keamanan dan Pelayanan Prima Pada Bandar Udara Improving Motivation , Leadership , and Competence , Of Aviation Security Staff to Create Security and Excellent . 20(1), 19–33.

Yuliana, D. (2017). Pengaruh Fasilitas, Layanan dan Informasi Aksesibilitas Terhadap Tingkat Kepuasan Penumpang di Bandara Husein Sastranegara Bandung. Warta Ardhia, 43(1), 27–42. https://doi.org/10.25104/wa.v43i1.235.27-42

Yulihapsari, I. U., Simarmata, J., Pahala, Y., Veronica, & Keke, Y. (2023). Kualitas Pelayanan, Harga, Promosi dan Citra Merek?: Pengaruhnya terhadap Keputusan Pembelian Jasa Pengiriman PT. Jalur Nugraha Ekakurir (JNE). Attractive?: Innovative Education Journal, 5(1), 364–374.

Zulaichah, Z. (2014). Pengaruh Fasilitas Bandar Udara Terhadap Kinerja Ketepatan Waktu Maskapai Penerbangan. Warta Ardhia, 40(4), 223–234.

Downloads

Published

2024-04-16

Issue

Vol. 5 No. 3 (2024): Dinasti International Journal of Digital Business Management (April - Mei 2024)

Section

Articles

License

Copyright (c) 2024 Farchan Hudayah, Hery Mustika, Juliater Simarmata

Creative Commons License

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

Authors who publish their manuscripts in this journal agree to the following conditions:

  1. The copyright on each article belongs to the author(s).
  2. The author acknowledges that the Dinasti International Journal of Digital Business Management (DIJDBM) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
  3. Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Digital Business Management (DIJDBM).