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"Penelitian ini bertujuan untuk mengetahui adanya pengaruh lingkungan fisik dari Terminal 3 Ultimate Bandara Internasional Soekarno-Hatta terhadap passenger delight dan kepuasan penumpang dengan moderasi identitas nasional pada bandara. Penelitian ini menggunakan metode PLS-SEM untuk menguji besarnya signifikansi positif antara lingkungan fisik dengan passenger delight, lingkungan fisik dengan kepuasan penumpang, passenger delight dengan kepuasan penumpang, dan peranan efek moderasi identitas nasional. Penelitian menggunakan data sampel dari orang yang pernah mengalami keberangkatan, kedatangan, maupun transit di Terminal 3 Ultimate sebanyak 185 sampel.Dengan menggunakan data sampel tersebut, penelitian menghasilkan temuan bahwa lingkungan fisik bandara berpengaruh positif terhadap passenger delight dan kepuasan penumpang, namun peranan efek moderasi dari identitas nasional belum terlihat signifikansi pengaruhnya. Penelitian ini juga menyimpulkan bahwa tingkat kepuasan penumpang akan sedikit lebih tinggi ketika penumpang merasakan passenger delight.

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The study aims to find out the effects of physical environment from Terminal 3 Ultimate Soekarno Hatta International Airport on passenger delight and passenger rsquo s satisfaction with moderating effect of national identity on the airport. This study uses PLS SEM method for data analysis to find out the significance levels of physical environment with passenger delight, physical environment with passenger satisfaction, passenger delight with passenger satisfaction, and the role of moderating effect national identity. The research uses sample data of passenger who had experienced departure, arrival, or layover in Terminal 3 Ultimate, involving 185 participants.

According to that, the research found that airport physical environment has positive effects on passenger delight and satisfaction, but the moderating effect of national identity significance levels has no effect. The study also concluded that the significance levels of satisfaction within the passenger is slightly higher if the passenger feel delighted."

"Industri maskapai penerbangan di Indonesia memiliki kondisi yang kompetitif. Sebagai perusahaan jasa, pada era globalisasi saat ini perlu untuk selalu beradaptasi memenuhi kebutuhan dan permintaan pasar agar dapat bersaing. Penelitian ini mengambil objek penelitian maskapai Pelita Air Services di Indonesia dengan melihat apakah dimensi service quality yang meliputi tangible features, service reliability, quality of personnel, convenient flight schedule, dan online ticketing service berpengaruh terhadap passenger satisfaction penumpang dan mendorong behavioral intention seperti intention to recommend dan intention to repurchase pada kelompok penumpang low-experience passenger dan high-experience passenger. Desain penelitian menggunakan metode konklusif deskriptif dengan metode kuantitatif menggunakan metode self-administered questionnaire dengan Google Form. Sampel penelitian menggunakan metode non-probability sampling dengan teknik snowball sampling dan judgemental sampling. Cakupan geografis pengumpulan responden berada di seluruh wilayah Republik Indonesia dan terdapat 276 responden berusia 17-60 tahun dan memiliki pengalaman menggunakan Pelita Air Serives dalam satu tahun terakhir yang berpartisipasi dalam penelitian. Data yang terkumpul dianalisis menggunakan Partial Least Squares Structural Equation Modelling (PLS-SEM) dan analisis multigroup (PLS-MGA) menggunakan software SmartPLS serta SPSS. Hasil penelitian menunjukan tangible features, service reliability, quality of personnel, convenient flight schedule, dan online ticketing service berpengaruh positif terhadadap passenger satisfaction. Kemudian, passenger satisfaction berpengaruh terhadap behavioral intention untuk intention to repurchase dan intention to recommend. Terdapat perbedaan signifikan terhadap intention to recommend pada kelompok low-experience passenger dan intention to repurchase pada kelompok high-experience passenger.

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The aviation industry in Indonesia possesses a highly competitive landscape. As a service-oriented business, it is imperative for companies to continuously adapt in order to meet the ever-evolving needs and demands of the globalized era, thus enabling them to remain competitive. This research focuses on Pelita Air Services, an airline operating in Indonesia, with the objective of examining the influence of various dimensions of service quality, namely tangible features, service reliability, quality of personnel, convenient flight schedules, and online ticketing services, on passenger satisfaction. Furthermore, the study aims to explore how passenger satisfaction drives behavioral intentions, such as the intention to recommend and repurchase, within two distinct groups of passengers: those with limited flight experience and those with extensive flight experience. The research design utilizes a descriptive conclusive approach, employing quantitative methods and a self-administered questionnaire distributed through Google Form. The research sample is selected using non-probability sampling techniques, including snowball sampling and judgmental sampling. The respondents are geographically diverse, representing various regions across the Republic of Indonesia. A total of 276 participants, aged between 17 and 60 years, who have utilized Pelita Air Services within the past year, actively participated in the study. The collected data is analyzed using Partial Least Squares Structural Equation Modelling (PLS-SEM) and multigroup analysis (PLS-MGA) through the utilization of SmartPLS software alongside SPSS. The research findings demonstrate that tangible features, service reliability, quality of personnel, convenient flight schedules, and online ticketing services significantly and positively impact passenger satisfaction. Furthermore, passenger satisfaction exhibits a significant influence on behavioral intentions, specifically the intention to repurchase and the intention to recommend. Notably, significant variations are observed in the intention to recommend among low-experience passengers and in the intention to repurchase among high-experience passengers."

"Stasiun Manggarai merupakan stasiun yang melayani rute KRL Commuter Line, KA Bandara, dan KA Jarak Jauh. Stasiun Manggarai direncanakan menjadi stasiun sentral. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan penumpang pada tingkat pelayanan yang diberikan Stasiun Manggarai. Responden untuk penelitian ini adalah penumpang pada Stasiun Manggarai. Sampel yang digunakan untuk penelitian sebanyak 100 responden. Metode yang digunakan untuk pengumpulan data adalah observasi secara langsung dan perbandingan dengan Standar Pelayanan Minimum No. 63 Tahun 2019. Penyebaran kuesioner kepada responden dilakukan secara online. Hasil dari kuesioner diolah dengan metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Berdasarkan hasil analisis, Stasiun Manggarai memenuhi tingkat kesesuaian berdasarkan SPM sebesar 75,76%. Dari metode IPA, tingkat kesesuaian pelayanan sebesar 84,99% pada sebelum Switch Over ke-5 dan sebesar 68,70% pada setelah Switch Over ke-5. Hasil ini menunjukkan tingkat kesesuaian sebelum SO ke-5 termasuk tinggi, sementara setelah SO ke-5 termasuk kategori sedang. Dari hasil metode CSI juga didapatkan nilai 72% pada sebelum Switch Over ke-5 dan sebesar 71% pada setelah Switch Over ke-5. Kedua nilai ini menunjukkan bahwa penumpang merasa puas pada tingkat pelayanan Stasiun Manggarai. Namun, masih terdapat pelayanan yang harus ditingkatkan berdasarkan posisi atribut pelayanan yang berada pada kuadran A.

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Manggarai Station serves KRL Commuter Line, Airport Train, and Long-distance Train routes. Manggarai Station is planned to be a central station. This study aims to determine the passenger satisfaction level of the services provided by Manggarai Station. Respondents for this study were passengers in Manggarai Station. The sample used for the study was 100 respondents. The method used for data collection is direct observation and comparison with Minimum Service Standard No. 63 of 2019, also an online questionnaire was distributed to respondents. The results of the questionnaire were processed using the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods. Based on the results of the analysis, Manggarai Station meets the level of conformity based on the SPM of 75.76%. From the IPA method, the level of service suitability is 84.99% before the 5th Switch Over and 68.70% after the 5th Switch Over. These results indicate that the level of conformity before the 5th SO is high, while after the 5th SO, it is in the medium category. From the results of the CSI method, it obtained a value of 72% before the 5th Switch Over and 71% after the 5th Switch Over. These two values indicate that passengers are satisfied with the services provided by Manggarai Station. However, there are still services that must be improved based on the position of service attributes that are in quadrant A."