The Influence of Air Transportation Passenger Services on Passenger Satisfaction at Halu Oleo Airport Kendari

Abstract

The airport is a place to serve air transportation passengers from departure to arrival. Air transportation passenger services at Halu Oleo Kendari Airport are the main component to increase passenger satisfaction as stated in the Regulation of the Minister of Transportation of the Republic of Indonesia Number: PM 38 of 2015 article 3 paragraph. However, there are still some service components that are not optimal, for example, comfort services in the form of air temperature and water availability as well as convenience components in the form of Flight Information Display System (FIDS) and signage. To find out whether there is an influence between air transportation passenger services on passenger satisfaction at Halu Oleo Kendari Airport, it is necessary to collect data with quantitative descriptive methods through documentation and questionnaire data collection with a sample of 88 passengers. Furthermore, data processing is carried out by conducting simple linear regression tests. There are results of this research that air transportation passenger services at Halu Oleo Kendari Airport have a significant influence on passenger satisfaction, with the results of the influence of services on safety components of 80.7%, security components of 91%, reliability components of 96%, comfort components of 77.8%, convenience components of 91.9%, and equality components of 94.4%.