Main Article Content
Abstract
This study focuses on the influence of Information Unit service quality on passenger satisfaction at Halim Perdanakusuma Airport. The background highlights the important role of the Information Unit in supporting smooth airport operations while ensuring passenger comfort and satisfaction. Previous studies have indicated that the service quality of this unit has not been optimal, which has affected passenger satisfaction. Therefore, the objective of this research is to determine the extent to which Information Unit services affect passenger satisfaction and to identify which service dimensions have the most significant impact.
This research employed a quantitative approach with descriptive and causal design. Data were analyzed using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method with the SmartPLS software. Primary data were collected through questionnaires distributed to 100 domestic passengers of Batik Air and Citilink at Halim Perdanakusuma Airport, with respondents aged at least 17 years and having used the Information Unit services at least three times. Secondary data were obtained from relevant literature and standard operating procedure documents to support the analysis.
The findings indicate that the overall quality of the Information Unit services significantly influences passenger satisfaction. A total of 71.5% of the variation in satisfaction can be explained by the five SERVQUAL dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. Specifically, tangibles, reliability, assurance, and empathy were found to have a significant positive effect on passenger satisfaction, while responsiveness showed no statistically significant influence. Among these dimensions, empathy emerged as the most dominant factor. Based on these results, airport management is advised to continuously improve service quality, particularly by maintaining clean facilities, ensuring accurate information, enhancing staff professionalism, and providing personal attention to passengers. Future research is recommended to include additional variables such as ticket prices or overall travel experience to provide a more comprehensive understanding of passenger satisfaction.