Evaluasi Kepuasan Penumpang Bandara Halim Perdanakusuma: Peran Service Quality, Fasilitas, dan Passenger Experience

Abstract

Kenaikan jumlah penumpang pascapandemi di Bandara Halim Perdanakusuma menimbulkan kesenjangan antara volume permintaan dan kesiapan pelayanan terminal. Penelitian ini menganalisis pengaruh service quality dan fasilitas terminal terhadap kepuasan penumpang dengan passenger experience sebagai variabel mediasi. Data dikumpulkan dari 203 responden melalui purposive sampling dan menghasilkan 194 sampel efektif, kemudian dianalisis menggunakan PLS-SEM dan didukung triangulasi kualitatif. Hasil penelitian menunjukkan service quality berpengaruh positif dan signifikan terhadap kepuasan penumpang, sedangkan fasilitas terminal berpengaruh positif namun tidak signifikan. Passenger experience berpengaruh signifikan terhadap kepuasan penumpang, dengan mediasi parsial pada jalur service quality dan mediasi penuh pada jalur fasilitas terminal. Service quality memiliki koefisien jalur langsung terbesar, namun interpretasi hubungan struktural dilakukan secara hati-hati karena validitas diskriminan antarvariabel belum sepenuhnya terpenuhi dan terdapat kolinearitas tinggi pada model. Manajemen bandara disarankan memprioritaskan penguatan kualitas pelayanan dan merancang revitalisasi fasilitas yang berorientasi pada pengalaman pengguna.

The post-pandemic increase in passenger volume at Halim Perdanakusuma Airport has created a gap between demand and terminal service readiness. This study analyses the effects of service quality and terminal facilities on passenger satisfaction, with passenger experience as a mediating variable. Data were collected from 203 respondents through purposive sampling, yielding 194 effective samples, and analysed using PLS-SEM supported by qualitative triangulation. Service quality has a positive and significant effect on passenger satisfaction, whereas terminal facilities have a positive but non-significant effect. Passenger experience significantly affects satisfaction, with partial mediation on the service quality path and full mediation on the terminal facilities path. Service quality has the largest direct path coefficient, yet the structural relationships are interpreted with caution because discriminant validity is not fully established and the model exhibits high collinearity. Airport management is therefore advised to prioritise service quality improvement and to design facility revitalisation oriented toward user experience.