Author(s): Ida Nuraida and Lilian Danil
Satisfaction of the passengers is an important part of the service provided at the airport. An independent agency called Skytrax conducted a survey on passenger satisfaction from international airports all over the the world. The aim of this empirical research is to propose a model of service quality and passenger satisfaction for Soekarno-Hatta International Airport and other international airports in Indonesia to increase the airport ranking stars. This research uses the quantitative method. Quantitative research conducted by the AMOS confirmatory analysis, subsequently continued by Structural Equation Modelling, interviews and observations. Among all service quality, responsiveness is the most important thing in increasing passenger satisfaction at international airports.