Main Article Content
Abstract
This study aims to analyze the effect of service quality during the boarding process on
passenger satisfaction of Citilink Indonesia airline at Juanda International Airport. The
background of this research is based on the importance of the boarding process as a crucial
stage in passenger service, where various obstacles such as delays, long queues, and
misscommunication frequently occur and potentially reduce passenger satisfaction levels.
The research uses a quantitative approach with an explanatory design, involving 100
respondents selected through purposive sampling. Data collection was conducted using
questionnaries, and data analysis was performed using simple linear regression. The results
show that service quality of the boarding process has a significant and positive effect on
passenger satisfaction, with a regression coefficient of 0,251 and significance value of 0,000
(<0,05). The coefficient of determination (R2) of 0,268 indicates that 26,8% of the variation
in passsenger satisfaction can be explained by the service quality of the boarding process,
while the remaining variation is influenced by other factors outside this study. The
implications of these findings emphasize that improving boarding service quality, such as
clarity of information, queue efficiency, and staff responsiveness, is essential to enchance
passenger satisfaction and loyalty. This study contributes to service improvement and serves
as a reference for future research in the field of air transportation management.