Main Article Content
Abstract
This research aims to analyze the implementation of the smart airport concept in supporting airport facilities at Terminal 2 of Soekarno-Hatta Airport. The advancement of digital technology in the era of the Industrial Revolution 4.0 encouraged PT Angkasa Pura II to implement the smart airport concept to improve operational efficiency and passenger experience. This research uses a mixed methods, which combines qualitative and quantitative approaches, through an exploratory sequential strategy, to gain a comprehensive understanding of the implementation of the smart airport concept. Qualitative data was obtained through interviews and observations to describe the implementation of smart airports as well as the obstacles and solutions faced. Meanwhile, quantitative data was collected through a questionnaire distributed to 100 passenger respondents to find out their perception of the available smart airport facilities. The research took place from February 2025 to May 2025. The results showed that the implementation of the Smart Airport concept in Terminal 2 has been running well through the provision of various technology-based facilities, such as self check-in, digital wayfinding, and Flight Information Display System (FIDS), smart toilets, Immigration E-Gate and Bigmap. However, there are obstacles faced, such as a lack of understanding of passengers in using digital facilities and technical constraints on some systems. Service users perception of the facilities resulting from the implementation of the Smart Airport concept show positive results, with an average acceptance score of 3.44 and an evaluation of 3.59, indicated that passengers were satisfied and accepted the existence of these facilities.