ASSESSMENT OF CUSTOMER'S SATISFACTION ON BAGGAGE HANDLING SERVICE AT SOEKARNO-HATTA INTERNATIONAL AIRPORT

DOI

10.2991/grost-17.2018.48How to use a DOI?

Keywords

baggage handling system; performance service; costumer satisfaction; service quality; airport

Abstract

The role of the airport as a meeting place between the users of air transport (passenger) and air transport provider (airlines) is very important. Passengers' satisfaction is an important part of the service at the airport. Trying to provide excellent service for baggage handling becomes one of the important factors to improve passengers' satisfaction quality. The Soekarno-Hatta International Airport satisfaction index is still not satisfactory especially on manual baggage handlers. Researchers tried to find out whether the perception of passengers about the quality of service related to the satisfaction of Soekarno-Hatta Airport. This research uses quantitative descriptive method. Data were collected from the questionnaire.

Copyright

© 2018, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Amelia Fitantri
AU  - Adha Iqbal Madhani
AU  - Sekar Widiastuti
PY  - 2017/11
DA  - 2017/11
TI  - ASSESSMENT OF CUSTOMER'S SATISFACTION ON BAGGAGE HANDLING SERVICE AT SOEKARNO-HATTA INTERNATIONAL AIRPORT
BT  - Proceedings of the Conference on Global Research on Sustainable Transport (GROST 2017)
PB  - Atlantis Press
SP  - 561
EP  - 570
SN  - 2352-5401
UR  - https://doi.org/10.2991/grost-17.2018.48
DO  - 10.2991/grost-17.2018.48
ID  - Fitantri2017/11
ER  -