Measuring the Level of Customer Satisfaction at Soekarno Hatta Airport Departure Terminal 3

Aris Budi Karyono; Juliater Simarmata

doi:10.38035/dijms.v5i6.2474

Authors

Aris Budi Karyono Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
Juliater Simarmata Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/dijms.v5i6.2474

Keywords:

Terminal 3 Customer Satisfaction Soekarno Hatta Departure, Speed of Check-In Counter Service, Terminal 3 Airport Waiting Room Facilities, Customer Complaint Service

Abstract

The article measuring the level of customer satisfaction at Soekarno Hatta Airport Departure Terminal 3 is a scientific literature review article within the scope of marketing management science. This article aims to create a hypothesis regarding the relationship between factors, which can then be used for further research in the field of human resource management. Descriptive qualitative research methodology was used in this research. 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 findings of this research are as follows: 1) The speed of check-in counter service influences customer satisfaction at Soekarno Hatta departure terminal 3; 2) Terminal 3 airport waiting room facilities influence customer satisfaction at Soekarno Hatta airport departure terminal 3; and 3) Customer complaint service influences customer satisfaction at Soekarno Hatta Departure Terminal 3.

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