Email this article 
Enhancing customer satisfaction towards the service quality of Soekarno-Hatta International Airport using servqual and binary logistic regression
Abstract
The world is experiencing rapid change, leading to transformations in human lifestyles that necessitate adaptation. However, the aviation industry appears to have reached a point of stagnation. Soekarno-Hatta International Airport must adapt to the new needs and demands of passengers by implementing necessary changes and incorporating the latest available technologies. To gain a deeper understanding of passenger satisfaction regarding the service quality at Soekarno-Hatta International Airport, the SERVQUAL method and Binary Logistic Regression Analysis will be employed. Both methods aim to identify services that has significant impact and determine the relative influence of these services on the overall service quality at Soekarno-Hatta International Airport. The results of the SERVQUAL method in this study indicate that there are 14 services at Soekarno-Hatta International Airport that do not meet passenger satisfaction standards, with a need for particular attention to the reliability dimension. Subsequently, the Binary Logistic Regression analysis results indicate that only parking price and ambiance significantly influence passenger satisfaction, with the likelihood of increasing satisfaction being 1.7732783 and 2.0773711 times respectively. Focus should be placed on improving operational accuracy through stringent Standard Operating Procedures (SOPs) and comprehensive staff training, reducing supplementary expenses like toll charges, expanding parking facilities, and optimizing parking flow, improving illumination, customer engagement, and noise control measures.
Keywords
Full Text:
PDFReferences
K. Dube, G. Nhamo, and D. Chikodzi, “COVID-19 pandemic and prospects for recovery of the global aviation industry,” J Air Transp Manag, vol. 92, May 2021, doi: 10.1016/j.jairtraman.2021.102022.
R. Nurndin, H. S. Asisi, Y. I. Wicaksono, and B. H. Setiadji, “Analisis Kelayakan Terminal Penumpang 1A Bandar Udara Internasional Soekarno-Hatta,” JURNAL KARYA TEKNIK SIPIL, vol. 6, no. 1, pp. 347–355, 2017, [Online]. Available: http://ejournal-s1.undip.ac.id/index.php/jkts
Ł. Gajewicz, E. Walaszczyk, M. Nadolny, and K. Nowosielski, “Criteria of Quality Assessment of Regional Airport Services - A Very Last Picture Before The COVID-19 Pandemic,” J Air Transp Manag, vol. 103, Aug. 2022, doi: 10.1016/j.jairtraman.2022.102231.
G. C. L. Bezerra and C. F. Gomes, “The Effects of Service Quality Dimensions and Passenger Characteristics on Passenger’s Overall Satisfaction With an Airport,” J Air Transp Manag, vol. 44–45, pp. 77–81, May 2015, doi: 10.1016/j.jairtraman.2015.03.001.
C. Prentice and M. Kadan, “The Role if Airport Service Quality in Airport and Destination Choice,” J. Retailing and Consumer Services, vol. 47, pp. 40–48, Mar. 2019, doi: 10.1016/j.jretconser.2018.10.006.
M. Hartono, A. Santoso, M. B. Tanugraha, D. N. Prayogo, and A. H. Kusomo, Kansei Engineering, Kano & Triz for Logistics Service Excellence Teori dan Aplikasi, Edisi Petama. Yogyakarta: Graha Ilmu, 2018.
M. Kutyłowska, “Neural Network Approach for Failure Rate Prediction,” Eng Fail Anal, vol. 47, no. PA, pp. 41–48, Jan. 2015, doi: 10.1016/j.engfailanal.2014.10.007.
H. Blockeel, L. Devos, B. Frenay, G. Nanfack, and S. Nijssen, “Decision Trees: From Efficient Prediction to Responsible AI,” 2023.
J. Wang et al., “Crash Prediction for Freeway Work Zones in Real Time: A Comparison Between Convolutional Neural Network and Binary Logistic Regression Model,” Int. J. Transp. Sci. Technol., vol. 11, no. 3, pp. 484–495, Sep. 2022, doi: 10.1016/j.ijtst.2021.06.002.
F. B. Kurtulmuşoğlu, F. Pakdil, and K. D. Atalay, “Quality Improvement Strategies of Highway Bus Service Based on a Fuzzy Quality Function Deployment Approach,” Transportmetrica A: Transport Sci., vol. 12, no. 2, pp. 175–202, Feb. 2016, doi: 10.1080/23249935.2015.1117535.
B. G. Dale, D. R. Bamford, and A. van der Wiele, Eds., Managing Quality_ An Essential Guide and Resource Gateway, Sixth edition. Chicester: John Wiley & Sons, Inc., 2016.
L. G. Perdamaian, R. Budiarto, and M. K. Ridwan, “Scenarios to Reduce Electricity Consumption and CO2 Emission at Terminal 3 Soekarno-Hatta International Airport,” Procedia Environ Sci, vol. 17, pp. 576–585, 2013, doi: 10.1016/j.proenv.2013.02.073.
AIRPORTS COUNCIL INTERNATIONAL (ACI) and DKMA, Airport Service Quality ASQ Survey: Benchmarking the Global Airport Industry 1. 2016.
“Economics of Airports and Air Navigation Services-Policy Monitoring and Measuring Airport Service Quality,” ASSEMBLY-41ST SESSION ECONOMIC COMMISSION Agenda Item 36, 2020. [Online]. Available: https://store.aci.aero/product/aci-policy-handbook-10th-
L. rono, “Microcredit and Its Relationship to the Growth off Small and Medium Enterprises in Konoin Subcounty, Kenya,” Int J Adv Res (Indore), vol. 6, no. 4, pp. 961–968, Apr. 2018, doi: 10.21474/IJAR01/6935.
P. K. Dunn, Scientific Research and Methodology: An Introduction to Quantitative Research in Science and Health. RStudio, PBC, 2021.
“Development and Construct Validation of Indonesian Students Self-Confidance Scale Using Pearson Product Moment,” Pegem J. Educ. Instr., vol. 13, no. 3, Jan. 2023, doi: 10.47750/pegegog.13.03.11.
R. Arnab, Survey Sampling Theory and Applications, 1st ed. Academic Press, 2017.
R. Sukwadi, P. Chandra, A. Jaya, J. J. Sudirman, and J. Selatan, “Ekspektasi Penumpang Terhadap Kualitas Layanan Bandara Internasional Soekarno-Hatta The Passengers’ Expectations Toward Service Quality of Soekarno-Hatta International Airport.”
M. Aulia Sandi -Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta, M. Aulia Sandi Program Studi Manajemen Transportasi Udara, S. Tinggi Teknologi Kedirgantaraan Yogyakarta, K. Bantul, and P. Daerah Istimewa Yogyakarta, “Analisis Kepuasan Penumpang Terhadap Kualitas Pelayanan Maskapai Garuda Indonesia di Bandar Udara Internasional Soekarno-Hatta Tangerang Banten,” Jurnal Kewarganegaraan, vol. 6, no. 2, 2022.
D. Zahra Wati, E. Pujiyanto, and F. Fahma, “Action Plan for Service Quality of Science and Technology Area Based on Partners and Tenants Perception”.
J. Sumberdaya Bumi Berkelanjutan, N. Miftahul Rahman, M. Basuki, E. Pranatal Jurusan Teknik Perkapalan, and I. Teknologo Adhi Tama Surabaya, “Analisis Pelayanan Penumpang pada Terminal Penumpang Gapura Surya Nusantara Menurut Pm37 Tahun 2015 dengan Metode Servqual (Service Quality).” [Online]. Available: https://ejurnal.itats.ac.id/semitan
J. K. Harris, “Primer on Binary Logistic Regression,” Fam Med Community Health, vol. 9, Dec. 2021, doi: 10.1136/fmch-2021-001290.
J. H. Kim, “Multicollinearity and misleading statistical results,” Korean J Anesthesiol, vol. 72, no. 6, pp. 558–569, Dec. 2019, doi: 10.4097/kja.19087.
Xi. Liu, Methods and Applications of Longitudinal Data Analysis. Academic Press, 2016.
E. C. Norton and B. E. Dowd, “Log Odds and the Interpretation of Logit Models,” Health Serv Res, vol. 53, no. 2, pp. 859–878, Apr. 2018, doi: 10.1111/1475-6773.12712.
M. Okabe, J. Tsuchida, and H. Yadohisa, “F-Measure Maximizing Logistic Regression,” Commun Stat Simul Comput, 2022, doi: 10.1080/03610918.2022.2081706.
Z. C. Lipton, C. Elkan, and B. Naryanaswamy, “Optimal Thresholding of Classifiers to Maximize F1 Measure,” in Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), Springer Verlag, 2014, pp. 225–239. doi: 10.1007/978-3-662-44851-9_15.
A. Basu, A. Ghosh, A. Mandal, N. Martín, and L. Pardo, “A Wald-Type Test Statistic for Testing Linear Hypothesis in Logistic Regression Models Based on Minimum Density Power Divergence Estimator,” Electron J Stat, vol. 11, no. 2, pp. 2741–2772, 2017, doi: 10.1214/17-EJS1295.
S. Portet, “A Primer on Model Selection Using the Akaike Information Criterion,” Infect Dis Model, vol. 5, pp. 111–128, Jan. 2020, doi: 10.1016/j.idm.2019.12.010.
J. A. Gallis and E. L. Turner, “Relative Measures of Association for Binary Outcomes: Challenges and Recommendations for the Global Health Researcher,” Ann Glob Health, vol. 85, no. 1, 2019, doi: 10.5334/aogh.2581.
S. Seo et al., “Predicting Successes and Failures of Clinical Trials With Outer Product–Based Convolutional Neural Network,” Front Pharmacol, vol. 12, Jun. 2021, doi: 10.3389/fphar.2021.670670.
K. Gajowniczek and T. Ząbkowski, “ImbTreeAUC: An R Package for Building Classification Trees Using the Area Under the ROC Curve (AUC) on Imbalanced Datasets,” SoftwareX, vol. 15, Jul. 2021, doi: 10.1016/j.softx.2021.100755.
DOI: https://doi.org/10.31315/opsi.v17i2.11930
Refbacks
- There are currently no refbacks.
Secretariat:
Industrial Engineering Department
Faculty of Industrial Engineering, UPN "Veteran" Yogyakarta
d.a Jalan Babarsari 2 Tambakbayan Yogyakarta 55281
Telp. (0274) 486256
Website http://jurnal.upnyk.ac.id/index.php/opsi
email : jurnal.opsi@upnyk.ac.id
indexed by:
 |  |  |  |
 |  |  |  |
 |
This work is Licensed Under a Creative Commons Attribution 4.0 International license.
View My Stats