Factors Affecting Passenger Satisfaction in Using Self Check-in at Soekarno-Hatta International Airport
DOI:
https://doi.org/10.38035/jsmd.v3i4.815Keywords:
Self Check-In Machine, Usefulness, Ease of use, Passenger Satisfaction, Technology Acceptance Model (TAM)Abstract
This study was conducted to determine whether customer satisfaction is influenced by the usefulness and ease of use of the technology system on the self check-in machine so that it can be optimized and reduce check-in queues at the Soekarno-Hatta airport check-in counter. This research was conducted at Soekarno-Hatta airport. The method used in this research is quantitative with structural equation model analysis, the data collected using questionnaire techniques distributed to passengers at Soekarno-Hatta airport who use self check-in machines with a sample size of 100 respondents. The results of the calculation show that there is an effect of the easy of use of the self-check-in machine on passenger satisfaction and the usefulness of the self-check-in machine has proven significant with a P value below 0.000, indicating this study confirms that the easy of use of the self-check-in machine affects passenger satisfaction and the usefulness of the self-check-in machine affects passengers satisfaction. With this research, it is hoped that it can help Soekarno-Hatta Airport to develop a self check-in machine system that is safe and easy to use.
References
Agus Setiono, B., & Melinda, N. (2022). Pengaruh Kualitas Pelayanan Sistem Inapornet Terhadap Kepuasan Pengguna Jasa. Jurnal Aplikasi Pelayaran Dan Kepelabuhanan, 13(1). https://doi.org/10.30649/japk.v13i1.89
Ananda, C., Syahril, M., & Simarmata, J. (2024). Analysis of Decisions to Use Airport Self-Check-In Service Products. 5(2), 1–10.
Anggelina, M., & Naipospos, B. P. (2023). Analisis Kualitas Layanan Terminal 3 Bandar Udara Internasional Soekarno Hatta Berdasarkan Permintaan Penumpang. Jurnal Manajemen Dirgantara, 16(2), 298–307. https://doi.org/10.56521/manajemen-dirgantara.v16i02.965
Ardiansyah, M. I., & Ahyudanari, E. (2017). Perbandingan Kinerja Pelayanan Self Check-In dengan Check-In Konvensional untuk Maskapai Citilink dan AirAsia di Bandar Udara Internasional Juanda Surabaya. Jurnal Teknik ITS, 6(2), 2–7. https://doi.org/10.12962/j23373539.v6i2.26889
Arif, W. (2012). Kajian tentang perilaku pengguna sistem informasi dengan pendekatan Technology Acceptance Model(TAM). Proceeding Book of Konferensi Nasional Sistem Informasi, April 2008, 1–8. http://peneliti.budiluhur.ac.id/wp-content/uploads/2008/.../arif+wibowo.pdf
Bintang, A. I., & Ariebowo, T. (2024). Pengaruh Efektivitas Penggunaan Mesin Self Check-In Terhadap Kepuasan Penumpang Maskapai Citilink Di Yogyakarta International Airport. GLORY ( Global Leadership Organizational Research in Management, 2(1), 311–323. https://doi.org/10.59841/glory.v2i1.840
Davis, F. (1980). A Tecnology Acceptance Model For Empirically Testing New End-User Information System: Theory and Result. Science, 146(3652), 1648–1655. https://doi.org/10.1126/science.146.3652.1648
Davis, F. D. (1989). Perceived Usefulness, Perceived Ease Of Use, And User Acceptance Of Information Technology. MIS Quarterly: Management Information Systems, 13(3), 319–339. https://doi.org/10.2307/249008
Frimayasa, A. (2022). Pengaruh Persepsi Kegunaan Dan Persepsi Kemudahan Terhadap Keputusan Pembelian Onlinshop Tokopedia. Jurnal Ekonomi Dan Bisnis, 11(1), 49–58.
Hair, J. ., Babin, B. ., Black, W. C., & Anderson, R. E. (2019). Multivariate Data Analysis.
Hardianika, W. (2023). Penerapan Sistem Self Check-in Dalam Efisiensi Pelayanan Check-in Maskapai Citilink Di Bandar Udara Internasional Soekarno Hatta. Jurnal Flight Attendant Kedirgantaraan, 5(1), 52–56.
Lee-Anant, C., & Monpanthong, P. (2021). Factors Influencing Airport Technology Selections in Each Service Touchpoint of Suvarnabhumi Airport, Thailand. Turkish Journal of Computer and Mathematics Education
Mirna dan Yuliyanti. (2019). Persepsi Kemudahan Pengguna dan Nilai Informasi Terhadap Instensitas Perilaku Mahasiswa pada e-learning di STIE Perbanas Surabaya. 12–40.
Oliver, R. (1997). Satisfaction A Behavioral On The Customer (Issue 112). Routledge.
Tatrasandi, D., Melly, Y. S., & Taaqbier, M. (2022). Pengaruh Mesin Self Check-in Terhadap Kepuasan Penumpang di Maskapai Citilink Bandar Udara Internasional Adi Sutjipto Yogyakarta. 6(2), 2–3. https://journal.upy.ac.id/index.php/pkn/article/view/3122/pdf
Wardhani, A. G. (2024). Peran Kinerja Layanan, Kompetensi Personil Dan Fasilitas Terhadap Kepuasan Pelanggan Di Terminal 3 Bandar Udara Internasional Soekarno-Hatta. 1, 1–43.
Wicaksono, S. R. (2022). Technology Acceptance. https://doi.org/10.1007/978-1-4471-0067-6_4
Yulianto, W. E. (2024). Pengaruh Kemudahan Dan Keamanan Mesin Self Check-in Terhadap Keouasan Penumpang Di Bandar Udara Jendral Ahmad Yani Semarang. 2(8), 932–945.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Angel Lawrentina Christiana Sihombing, Sitti Zahara Saiful, Edi Abdurachman, Primadi Candra Susanto
This work is licensed under a Creative Commons Attribution 4.0 International License.
Hak Cipta :
Penulis yang mempublikasikan manuskripnya di jurnal ini menyetujui ketentuan berikut:
- Hak cipta pada setiap artikel adalah milik penulis.
- Penulis mengakui bahwa Jurnal Siber Multi Disiplin (JSMD) berhak menjadi yang pertama menerbitkan dengan lisensi Creative Commons Attribution 4.0 International (Attribution 4.0 International CC BY 4.0) .
- Penulis dapat mengirimkan artikel secara terpisah, mengatur distribusi non-eksklusif manuskrip yang telah diterbitkan dalam jurnal ini ke versi lain (misalnya, dikirim ke repositori institusi penulis, publikasi ke dalam buku, dll.), dengan mengakui bahwa manuskrip telah diterbitkan pertama kali di JSMD.
