PENGARUH PENANGANAN KELUHAN BAGASI PADA UNIT LOST AND FOUND, PELAYANAN AVIATION SECURITY DAN PELAYANAN UNIT INFORMASI TERHADAP KEPUASAN PENUMPANG BATIK AIR DI BANDAR UDARA SENTANI JAYAPURA

Abstract

The main objective of this study is to analyze the effect of baggage complaint handling at the Lost and Found Unit, Aviation Security services, and Information Unit services on Batik Air passenger satisfaction at Sentani Jayapura Airport. This study employs a quantitative research method with a survey approach by distributing questionnaires to 100 Batik Air passengers selected through purposive sampling. The data analysis tools used include validity testing, reliability testing, multiple linear regression analysis, t-test, F-test, and the coefficient of determination (R²), which were processed using SPSS software. The main findings indicate that baggage complaint handling, Aviation Security services, and Information Unit services each have a positive and significant effect on passenger satisfaction. This phenomenon suggests that the speed, accuracy, and clarity of baggage complaint handling play a crucial role in shaping passengers’ satisfaction perceptions. In addition, the professionalism of aviation security officers and the ability of the information unit to provide accurate and responsive information further enhance the overall passenger service experience. The theoretical implication of this study reinforces customer satisfaction theory, which emphasizes that comprehensive airport service quality significantly contributes to user satisfaction. The policy implication highlights the importance of improving service standards and strengthening coordination among airport service units to minimize complaints and enhance passenger satisfaction. The novelty of this study lies in the integration of three airport service units—Lost and Found, Aviation Security, and the Information Unit—into a single analytical model of passenger satisfaction within the context of a regional airport in Eastern Indonesia.