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Abstract
This study examines the influence of aviation security personnel's hospitality on passenger satisfaction at Sultan Thaha Jambi Airport, motivated by the increasing number of passengers post-COVID-19 pandemic and observations of occasional unfriendliness and non-SOP compliant appearance of officers. The research aims to determine the impact of aviation security personnel's hospitality on passenger satisfaction and to identify aspects of hospitality that need improvement. Employing a quantitative approach with a questionnaire survey, primary data was collected from 97 passenger respondents at SCP 2 Sultan Thaha Jambi Airport through simple random sampling. Data was analyzed using SPSS, including validity, reliability, classical assumption tests, simple linear regression analysis, and hypothesis testing. The results indicate that aviation security personnel's hospitality has a positive and significant influence on passenger satisfaction, with a regression coefficient of 0.461 and a correlation coefficient of 0.398. However, aviation security personnel's hospitality only explains 15.8% of the variation in passenger satisfaction, while 84.2% is influenced by other factors. Tangible aspects, such as the physical appearance of officers and the condition of the inspection environment, were identified as areas most in need of improvement. In conclusion, aviation security personnel's hospitality plays a crucial role in passenger satisfaction, and improvements in tangible aspects are highly recommended to enhance the overall passenger experience.
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References
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References
Sena, “Mengintip Arah Laju Digitalisasi dan Inovasi Industri Penerbangan 4.0,” 2023. [Online]. Available: https://geotimes.id/kolom/mengintip-arah-laju-digitalisasi-dan-inovasi-industri-penerbangan-4-0/.
S. T. Airport, “Traffic Data At Sultan Thaha Airport,” 2025.
P. Kotler and K. L. Keller, “Manajemen Pemasaran,” vol. 13, no. 2, 2021.
R. A. Y. Kusuma Dewi and Y. Istiyani, “Analisis Kualitas Pelayanan Petugas Aviation Security (Avsec) Terhadap Kepuasan Penumpang Di Bandar Udara Internasional I Gusti Ngurah Rai Bali,” 2022.
A. Yusran and M. Ibrahim, “Pengaruh Kualitas Pelayanan Petugas Avsec Di Security Check Point (Scp) Terhadap Kepuasan Penumpang Di Bandar Udara Sultan Babullah Ternate,” 2022.
D. Sugiyono, Metode Penelitian Kuantitatif, Kualitatif Dan R&D. Bandung: Alfabeta, CV, 2017.
P. G. Subhaktiyasa, “Pemahaman Komprehensif Perlaku Membolos Siswa,” J. Ilm. Profesi Pendidik., vol. 9, pp. 2721–2731, 2024.
H. F. Nasution, “Instrumen Penelitian Dan Urgensinya Dalam Penelitian Kuantitatif.,” 2017.
J. S. Aliani, A. Wardhana, and M. Si, “Pengaruh Kualitas Layanan, Dan Harga Terhadap Kepuasan Pelanggan Pada Konsumen (Studi Kasus Pada Distro Reclays Bandung) Effect Of Service Quality, And Price On Customer Satisfaction On Customer (Case Study At Reclays Distro Bandung),” 2020.
A. A. Muhartini, O. Sahroni, S. D. Rahmawati, T. Febrianti, and I. Mahuda, “Analisis Peramalan Jumlah Penerimaan Mahasiswa Baru Dengan Menggunakan Metode Regresi Linear Sederhana,” J. Bayesian J. Ilm. Stat. Dan Ekon., vol. 1, no. 1, pp. 17–23, 2021, doi: 10.46306/bay.v1i1.2.