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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 : Media Bina Ilmiah

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MODERATING EFFECT OF PURPOSE OF TRAVEL ON PASSENGER SATISFACTION BEFORE AND DURING PANDEMIC COVID-19 Astri Desiana; Ardhianiswari Diah Ekawati
Media Bina Ilmiah Vol. 17 No. 10: Mei 2023
Publisher : LPSDI Bina Patria

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Abstract

Since COVID-19 was declared as a pandemic, there have been major changes at the airports which can affect passenger satisfaction on service quality. This study examined key drivers of passenger satisfaction before and during the COVID-19 pandemic based on the airport service quality framework by Airport Council International (ACI) and the moderating effect of passenger purpose of travel on relationship between airport service quality and passenger satisfaction. The population was domestic flight passengers who departed through Adi Soemarmo International Airport on the period of May 2018 – December 2021. The data were analyzed using PLS-SEM Multi Group Analysis. The result showed that airport environment and airport facilities were the key drivers of passenger’s satisfaction for both of group, while security is key driver only for passenger during pandemic and find your way for passenger before pandemic only. This study also show that purpose of travel is moderating the effect on passenger satisfaction of airport environment and facilities on passenger before pandemic and security on passenger during pandemic.
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