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All Journal CommIT (Communication & Information Technology) Jurnal Optimasi Sistem Industri Syntax Literate : Jurnal Ilmiah Indonesia Jurnal Teknik Industri : Jurnal Hasil Penelitian dan Karya Ilmiah dalam Bidang Teknik Industri ComTech: Computer, Mathematics and Engineering Applications Management Studies and Entrepreneurship Journal (MSEJ) INFOKUM Jurnal Scientia Media Bina Ilmiah
Ardhianiswari Diah Ekawati, Ardhianiswari Diah
Industrial Engineering Department, BINUS Graduate Program-Master Of Industrial Engineering, Bina Nusa University, Jakarta, Indonesia 11480
Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Education Engineering Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Mathematics Mechanical Engineering Social Sciences Other

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Journal : Jurnal Scientia

 1 
STRATEGIES TO INCREASE PASSENGER SATISFACTION DURING THE PANDEMIC AT ADI SOEMARMO AIRPORT Astri Desiana; Ardhianiswari Diah Ekawati
Jurnal Scientia Vol. 12 No. 01 (2023): Education, Sosial science and Planning technique
Publisher : Sean Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58471/scientia.v12i01.1131

Abstract

Since the establishment of COVID-19 as a pandemic, there have been various changes that must be felt by airport service users related to the implementation of health protocols and the adaptation of new habits. This causes changes that must be felt by airport service users, especially passengers related to their experience while at the airport which can affect passenger satisfaction with the quality of service provided by the airport. This study aims to determine the key drivers of passenger satisfaction during the COVID-19 pandemic. The study was conducted on passengers who made domestic departures through Adi Soemarmo Airport during the period March 2020 – December 2021 using the Airport Service Quality (ASQ) questionnaire based on the Airport Council International (ACI) framework. The data was then analyzed using the PLS-SEM method. Environmental variables, airport facilities, and security are variables that become key drivers, so that the management of Adi Soemarmo Airport can focus on these dimensions to be able to increase passenger satisfaction through efforts to improve the indicators that describe these dimensions.
Co-Authors Andhita Eriyandini Anita Maharani Ariska Dithya Pratiwi Ariska Dithya Pratiwi Astri Desiana Astri Desiana Astri Desiana Chandra Hosen Febriana, Trisna Joko Santoso Joko Santoso Ni Made Dewi Ayu Murti Trisna Febriana Yunita Kartika Sari Yunita Kartika Sari, Yunita Kartika