On-Time Baggage Performance and Baggage Service Quality: Empirical Evidences of Passenger Satisfaction at Soekarno – Hatta Internasional AIrport Indonesia

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Empirical analysis reveals baggage service quality significantly enhances passenger satisfaction, suggesting operational improvements are needed.

Baggage on-time performance significantly enhances passenger satisfaction, indicating better service leads to happier travelers.
A sample of 398 respondents at Soekarno-Hatta Airport revealed strong positive influences of service quality on performance metrics.
Structural equation modeling was conducted with Smart-PLS 3.2.9 software to analyze the interrelations between key variables.
These findings suggest management should enhance baggage processing strategies to improve overall passenger experiences.

Arifiani et al. (2025) studied this question.

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Empirical analysis reveals baggage service quality significantly enhances passenger satisfaction, suggesting operational improvements are needed.