Passenger satisfaction: The role of service quality in SAMS Sepinggan Airport Balikpapan
Keywords:
Passenger satisfaction, Service quality, Aviation sectorAbstract
This study purposes to invest the relationship between the quality of Customer Service (CS) services at Sultan Aji Muhammad Sulaiman Airport (SAMS) Sepinggan Balikpapan and the level of passenger satisfaction is using Multiple Linear Regression with the using of SPSS statistical analysis software version 26. The results of the analysis showed that the value of the constant coefficient was 2.401, with tangible having a coefficient value of 0.239, Reliability of 0.222, responsiveness of 0.165, assurance of 0.141, and empathy of 0.164. These values indicate that the provision of quality CS services in these aspects positively affects passenger satisfaction. The partial test highlights that the tangible CS has the most dominant impact on passenger satisfaction. This shows that the tangible aspect of service is very significant in shaping passengers' positive assessment of their experience at the airport. The implication is the importance of improving tangible aspects in the airport's customer service strategy. These findings provide valuable insights for the management of Balikpapan SAMS Sepinggan Airport to improve their customer service strategy, with special emphasis on improving tangible CS services. In addition, the results of this study provide a basis for policymakers to design regulations that support the improvement of service quality in the aviation sector. These measures have the potential to boost economic and social growth through increased demand for air travel.
References
[1] C. Wehner, L. M. López-Bonilla, and J. M. López-Bonilla, “Consumer behaviour in air transportation: Comparison between Spanish and German passengers,” Travel Behhav. Soc., vol. 28, pp. 264–272, 2022.
[2] M. Al Awadh, “Assessing the Quality of Sustainable Airline Services Utilizing the Multicriteria Decision-Making Approach,” Sustain., vol. 15, no. 9, 2023.
[3] K. S. Sun and H. H. Huang, “The service quality of travel service centers in international airports in Taiwan,” J. Air Transp. Manag., vol. 105, 2022.
[4] J. Allen, M. G. Bellizzi, L. Eboli, C. Forciniti, and G. Mazzulla, “Latent factors on the assessment of service quality in an Italian peripheral airport,” Transp. Nothing. Proceeded, vol. 47, pp. 91–98, 2020.
[5] N. Halpern and D. Mwesiumo, “Airport service quality and passenger satisfaction: The impact of service failure on the likelihood of promoting an airport online,” Res. Transp. Bus. Manag., vol. 41, no. April, p. 100667, 2021.
[6] Nugroho, “Study of Airport Service Quality and Profitability in Indonesia,” J. Econ. Bus., vol. 4, no. 2, pp. 172–188, 2021.
[7] C. H. Law, Y. Zhang, and J. Gow, “Airline service quality, customer satisfaction, and repurchase Intention: Laotian air passengers’ perspective,” Case Stud. Transp. Policy, vol. 10, no. 2, pp. 741–750, 2022.
[8] T. H. Hassan and A. E. Salem, “Impact of service quality of low-cost carriers on airline image and consumers’ satisfaction and loyalty during the covid-19 outbreak,” Int. J. Environ. Res. Public Health, vol. 19, no. 1, 2022.
[9] G. E. K. P. K. Dambagolla and E. A. G. Sumanasiri, “Passenger Satisfaction with the Quality of Service Offered at the Bandaranaike International Airport (BIA),” Asian J. Econ. Bus. Account., no. June, pp. 30–45, 2020.
Downloads
Published
Conference Proceedings Volume
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.