The Effect of Facilities and Service Quality on Passenger Satisfaction at an International Airport

                2023-11-29
              

Published

                70-80
              

Pages

OPEN

Access

Euis Saribanon

Institut Transportasi dan Logistik Trisakti

Rista Dwi Pratiwi

Institut Transportasi dan Logistik Trisakti

Chaidir Tasran

Institut Transportasi dan Logistik Trisakti

Abstract

Purpose: This study aimed to determine whether the facilities and quality of domestic terminal services influence service user satisfaction at El Tari Kupang International Airport in 2020.

Research Methodology: To answer the problem, the author uses quantitative methods with primary data using questionnaire distribution and data management using regression analysis techniques, analysis coefficient data, multiple correlation, significant correlation test, coefficient of determination, and hypothesis testing.

Results: Facilities and service quality jointly have a strong positive effect on user satisfaction, as shown by the regression equation Y = 7.169 + 0.214X1 + 0.594X2. This relationship is strong, indicated by a multiple correlation coefficient of R = 0.799.

Conclusions: Facility variable (X1) has a moderate positive influence on Service User Satisfaction (Y ) (34.6%), while Domestic Terminal Service Quality (X2) shows a strong positive influence (45.5%). Simultaneously, X1 and X2 have a strong combined influence on Y (63.8%). Therefore, all hypotheses in this study are supported and proven.

Limitations: This study is limited to one airport, so the findings may not be generalizable. It only examines facilities and service quality, excluding other influencing factors. The data were collected in a limited time period, which may not reflect changes over time.

Contributions: The contribution of facilities and quality of domestic terminal services together affects service user satisfaction by 63.8%. This means that 63.8% of the value of service user satisfaction is determined by the facilities and service quality of the domestic terminal. However, for the remaining 36.2% service user satisfaction was influenced by other factors not examined in this study.

Airport Facilities Service User Satisfaction Terminal Service Quality

How to Cite

Saribanon, E., Pratiwi, R. D. ., & Tasran, C. (2023). The Effect of Facilities and Service Quality on Passenger Satisfaction at an International Airport. Journal of Economics, Management, Entrepreneurship, and Business, 3(2), 70-80. https://doi.org/10.52909/jemeb.v1i1.17

Endnote/Zotero/Mendeley (RIS) BibTeX

References

A’aqoulah, A., Kuyini, A. B., & Albalas, S. (2022). Exploring the gap between patients’ expectations and perceptions of healthcare service quality. Patient Preference and Adherence, 1295–1305. https://doi.org/10.2147/PPA.S360852
Abidin, A., Muratin, M., & Rahadian, M. I. (2022). Analyzing the effect of product quality on consumer satisfaction at shoe and sandal stores in bogor regency. Journal of Economics, Management, Entrepreneurship, and Business, 2(1), 52–64. https://doi.org/10.52909/jemeb.v2i1.78
Ahmadun, A., Panggabean, H. L., Manuhutu, A., Tahhir, A. M. S., & Kamsariaty, K. (2023). Legal aspect and legality in corporate companies. Journal of Economics, Management, Entrepreneurship, and Business (JEMEB), 3(1), 59–66. https://doi.org/10.52909/jemeb.v3i1.12
Andri, A., Kasim, R., & Wahyuni, E. (2016). Pelayanan bandar udara halim perdana kusuma dan bandar udara husein sastranegara. Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG), 3(1), 111–121. https://doi.org/10.54324/j.mtl.v3i1.143
Asrizal, Efendy, Nasution, Muhammad, & Taufik, L. (2018). Pengaruh harga dan kualitas pelayanan terhadap keputusan pembelian konsumen (studi kasus pada alfamart di kota medan). Proseding Seminar Nasional Vokasi Indonesia.
Awan, F. H. (2022). Pengaruh fasilitas ruang tunggu terhadap kepuasan penumpang bandar udara internasional el tari kupang. Jurnal Mahasiswa Entrepreneurship (JME), 1(11), 2174–2183. https://doi.org/10.36841/jme.v1i11.2271
Hardiansyah. (2018). Kualitas pelayanan publik: Konsep, dimensi, indikator, dan implementasinya. Gava Media.
Imam, G. (2011). Aplikasi analisis multivariate dengan program spss. Badan Penerbit Universitas Diponegoro.
Isa, M., Lubis, H. A., & Chaniago, M. (2019). Pengaruh kualitas pelayanan terhadap kepuasan penumpang menggunakan jasa angkutan penyeberangan pt. asdp indonesia ferry (persero) cabang sibolga. Jesya (Jurnal Ekonomi Dan Ekonomi Syariah), 2(2), 164–181. https://doi.org/10.36778/jesya.v2i2.90
Lumi, A. N., & Yosef, M. (2022). The effect of supervision on employee performance at pt. indo suharjaya (narma toserba). Journal of Economics, Management, Entrepreneurship, and Business, 2(1), 1–13. https://doi.org/10.52909/jemeb.v2i1.69
Marselina, G. (2022). Pengaruh kualitas layanan terhadap loyalitas penumpang lion air di bandar udara internasional el tari kupang. Sci-tech Journal, 1(2), 87–99. https://doi.org/10.56709/stj.v1i2.33
Maydiana, L. (2019). Pengaruh kualitas pelayanan dan fasilitas terhadap kepuasan pelanggan pada jasa cuci motor mandiri. Jurnal Pendidikan Tata Niaga (JPTN), 7(2). https://doi.org/10.26740/jptn.v7n2.p%25p
Mendes, I. A. C., Trevizan, M. A., de Godoy, S., Nogueira, P. C., Ventura, C. A. A., & Furlan, C. E. B. (2018). Expectations and perceptions of clients concerning the quality of care provided at a brazilian hospital facility. Applied Nursing Research, 39, 211–216. https://doi.org/10.1016/j.apnr.2017.11.024
Muliyati, M., Fajariani, D. E., Nurhayati, N., Jaya, R., & Suryawan, R. F. (2023). Branding strategy for new product implementation: The role of promotion, product quality, and influencer marketing. Journal of Economics, Management, Entrepreneurship, and Business (JEMEB), 3(1), 50–58. https://doi.org/10.52909/jemeb.v3i1.120
Munawir, M. (2018). Pengaruh kualitas pelayanan dan fasilitas terhadap kepuasan konsumen foto copy awy comp di pondok pesantren darussalam blokagung tegalsari banyuwangi. Jurnal Istiqro, 4(2), 204–215.
Nabilla, S. A., & Soehaditama, J. P. (2023). Effect of profitability, leverage and capital intensity on effective tax rate lq45 companies indonesia 2016-2019. Journal of Economics, Management, Entrepreneurship, and Business (JEMEB), 3(1), 1–17. https://doi.org/10.52909/jemeb.v3i1.113
Nasution, M., & Mudjahidin. (2013). Analisis kualitas layanan website kantor pelayanan perbendaharaan negara [kppn] surabaya i dengan menggunakan webqual. Seminar Nasional Sistem Informasi Indonesia.
Nazir. (2011). Metodologi penelitian. Ghalia Indonesia.
Nunuh, N., & Wulandari, A. (2021). Payroll model for academic staff: A real options approach in a private campus. Journal of Economics, Management, Entrepreneurship, and Business, 1(2), 148–156. https://doi.org/10.52909/jemeb.v1i2.58
Nuraeni, N., Ahmad, G., Matin, M., Sulaiman, S., & Azhari, F. (2022). Effect of work motivation and discipline on employee performance mediated by work competency at pt. bprs al salaam. Journal of Economics, Management, Entrepreneurship, and Business, 2(1), 23–35. https://doi.org/10.52909/jemeb.v2i1.80
Oktaviani, P., Utami, S., & Susanto, B. (2018). Pengaruh kualitas pelayanan terhadap kepuasan konsumen pada layanan pos express pt. pos indonesia (persero) kantor pos kediri kota. JIMEK: Jurnal Ilmiah Mahasiswa Ekonomi, 1(1). https://doi.org/10.30737/jimek.v1i1.283
Parmenas, H. (2022). Employee engagement: Turnover prevention strategies and key to improving performance management in multinational company. Journal of Economics, Management, Entrepreneurship, and Business, 2(1), 14–22. https://doi.org/10.52909/jemeb.v2i1.70
Parmenas, N. H. (2021). Strategies for maintaining employee well-being during the covid-19 pandemic. Journal of Economics, Management, Entrepreneur, and Business, 1(1), 15–31. https://doi.org/10.52909/jemeb.v1i1.3
Prijono, B., Kusnadi, K., Arafah, W., & Lukman, B. (2021). Effect of strategic planning, budgeting, and resource-based view on performance mediated by organizational commitment in tni units. Journal of Economics, Management, Entrepreneurship, and Business, 1(2), 76–95. https://doi.org/10.52909/jemeb.v1i2.54
Puspita, R. M., & Santoso, S. (2018). Pengaruh kualitas pelayanan dan fasilitas pendukung terhadap kepuasan pelanggan stasiun lempuyangan yogyakarta. Eksis: Jurnal Riset Ekonomi Dan Bisnis, 13(1), 69–80. https://doi.org/10.26533/eksis.v13i1.170
Rahmawati, D. (2016). Pengaruh kualitas pelayanan, kualitas produk dan [romosi terhadap kepuasan konsumen di wedding organizer (studi kasus "pixtira salon") di desa gampengrejo kabupaten kediri [Universitas Nusantara PGRI Kediri].
Ricardianto, P., Sakti, R. F. J., Sembiring, H. F. A., & Abidin, Z. (2021). Safety performance analysis of state and commercial ships in accordance with solas 1974. Journal of Economics, Management, Entrepreneur, and Business, 1(1), 1–14. https://doi.org/10.52909/jemeb.v1i1.2
Saputra, T. D., & Kusnadi, K. (2021). Effect of strategic human resources competency and logistic management on performance mediated by strategic leadership. Journal of Economics, Management, Entrepreneurship, and Business, 1(2), 96–117. https://doi.org/10.52909/jemeb.v1i2.55
Setyawati, A., Huda, M. N., Suripno, S., & Tannady, H. (2021). Analysis of integrated bus terminal services and their impact on customer satisfaction at pulo gebang. Journal of Economics, Management, Entrepreneur, and Business, 1(1), 44–55. https://doi.org/10.52909/jemeb.v1i1.5
Sugiyono. (2016). Metodologi penelitian kuantitatif. CV Alfabeta.
Suharto. (2015). Coustemer service dalam jasa transportasi. Rajawali Pers.
Sukmawati, I., & Massie, J. D. (2015). Pengaruh kualitas pelayanan dimediasi kepuasan pelanggan dan kepercayaan pelanggan terhadap loyalitas pelanggan pada pt air manado. Jurnal EMBA, 3(3), 729–742. https://doi.org/10.35794/emba.3.3.2015.9573
Sumaryadi, S., & Kusnadi, K. (2021). Influence of strategic planning and competence on performance mediated by compliance management in tni service. Journal of Economics, Management, Entrepreneurship, and Business, 1(2), 135–147. https://doi.org/10.52909/jemeb.v1i2.56
Supardi, S. (2023). Determinant motivation and path career: Analysis competence, job satisfaction and leadership. Journal of Economics, Management, Entrepreneurship, and Business (JEMEB), 3(1), 18–32. https://doi.org/10.52909/jemeb.v3i1.115
Susanto, P. C., & Parmenas, N. H. (2021). Development of a succession planning model for insurance subsidiaries. Journal of Economics, Management, Entrepreneur, and Business, 1(1), 56–75. https://doi.org/10.52909/jemeb.v1i1.16
Suyanto, S., Kusnadi, K., & Arafah, W. (2021). Effect of mis and knowledge management on msme performance mediated by organizational commitment in majalengka. Journal of Economics, Management, Entrepreneurship, and Business, 1(2), 118–134. https://doi.org/10.52909/jemeb.v1i2.57
Tahir, A. M. S. (2023). Analysis of port facilities and container flow growth for the development of makassar port, indonesia. Journal of Economics, Management, Entrepreneurship, and Business (JEMEB), 3(1), 33–49. https://doi.org/10.52909/jemeb.v2i2.95
Tjiptono. (2017). Analisis perbedaan kualitas pelayanan & kepuasan. Young Consumers.
Tjiptono & C. (2011). Service, quality & satisfaction (edisi 2). Penerbit Andi Yogyakarta.
Wibowo, A. (2014). Pengaruh kualitas pelayanan transportasi umum bus trans jogja terhadap kepuasan konsumen. Jurnal Ilmu Manajemen, 11(2), 67–81. https://doi.org/10.21831/jim.v11i2.11765
Yoeti. (2010). Dasar-dasar pengertian hospitaliti dan pariwisata (edisi 1).