Examine Lion Air Passenger Satisfaction With the Quality of Check-In Counter Officers at Minangkabau Padang Airport

Abstract

Minangkabau International Airport experienced a buildup of passengers at the Lion Air check-in counter during peak hours due to the large number of passengers coming at the same time, the limited counters that were opened, and the slow check-in process. This shows the quality of the aircraft that is optimal, adding to the dissatisfaction of the passengers.

The research uses a quantitative descriptive method with science and MSI techniques. The results show 8 attributes that are improved, including the check-in process, accessibility for disabled passengers, flight information, trust, responsibility for goods, individual attention, interior check-in of Lion Air, and communication skills. These aspects are improved.