Main Article Content
Abstract
This research is motivated by the importance of the role of service and employee performance in the aviation industry, especially in situations that cause inconvenience such as flight delays. The quality of service and the ability of employees to respond to these conditions are determining factors in shaping passenger perceptions and satisfaction. Pelita Air, which operates at Juanda International Airport, Surabaya, is the focus of this research because it often faces operational challenges related to delays. The purpose of this study is to analyze the extent to which the quality of service and performance of boarding gate employees affect the level of satisfaction of Pelita Air passengers who experience delays, both partially and simultaneously, in order to provide recommendations for improving services based on empirical findings.
This research was conducted at Juanda International Airport, Surabaya using a quantitative approach. The data collection technique was carried out by distributing 100 questionnaires to Pelita Air passengers who experienced flight delays in January and February 2025. The research instrument was tested for validity and reliability with the help of SPSS software. The data were analyzed using multiple linear regression tests, t-tests, F-tests, and classical assumption tests such as normality, multicollinearity, heteroscedasticity, autocorrelation, and linearity.
The results of the study indicate that both service quality and employee performance have a positive and significant effect on passenger satisfaction, both partially and simultaneously. Service quality has a regression coefficient of 0.296, while employee performance is 0.426, with a combined contribution of both variables to passenger satisfaction of 49.0% (R² = 0.490). This study confirms that improving the quality of boarding gate officer interactions and responsive operational performance are very important in creating a satisfying customer experience, especially in flight delay situations.