The Influence of General Services, Workload, and Tasks in Special Situations of AVSEC Officers on Passenger Satisfaction at Airports

Abstract

This article aims to examine the influence of Aviation Security (AVSEC) officer service on passenger satisfaction at airports through a literature review approach. AVSEC service plays a significant role in ensuring the comfort and safety of air transportation users, particularly during departure and baggage inspection. This research was conducted by examining ten relevant national journals published within the last five years. The review revealed three key aspects that significantly influence passenger satisfaction: general service, officer workload, and service in special situations. In addition to these aspects, several additional elements, such as the quality of airport facilities, the speed of the inspection process, and boarding, are also important in enhancing positive impressions of air transportation users. This demonstrates that the benchmark for AVSEC officer service quality is not only determined by smooth work and operational speed, but also by professionalism, communication skills, and readiness to face unexpected situations. Therefore, improvements in all aspects of AVSEC officer service need to be comprehensive and mutually supportive. This study is expected to provide insight into developing AVSEC service policies that are more responsive to change, friendly in interactions, and focused on passenger comfort and safety in the modern era with increasingly high levels of mobility.