This research aimed to analyze the influence of baggage service quality on passenger satisfaction through baggage on-time performance done for passengers in Terminal 2 at Soekarno-Hatta International Airport. The main problem during the initial observation was the increased percentage of passenger dissatisfaction with the baggage handling in Terminal 2 of Soekarno-Hatta Airport. The population in this research was the passengers in Terminal 2 at Soekarno-Hatta International Airport during peak hours and the sample meeting the criteria was as many as 398 respondents using a descriptive quantitative approach. The research method used in this research was Structural Equation Model using the analytical tool of Smart-PLS 3.2.9 software. The result of this research stated that the variable of baggage on-time performance positively and significantly influences passenger satisfaction, service quality positively and significantly influences baggage on-time performance, baggage on-time performance can mediate passenger satisfaction and baggage service quality. Whereas the variable of baggage service quality had a positive and significant influence on passenger satisfaction. This research recommended the management of Soekarno-Hatta International Airport to optimize the baggage processing by maintaining operational smoothness and coordination between the airlines and ground staff.
Arifiani et al. (Wed,) studied this question.
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