Proceedings of the Adisutjipto Aerospace, Science and Engineering International Conference (AASEIC 2024)

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The Influence of Service Time on Passenger Satisfaction During the Implementation of PM 178 of 2015 and PM 41 of 2023 at Yogyakarta International Airport

Authors
Putery Kartini Syamsuddin1, *, Gunawan Gunawan1, Fajar Khanif Rahmawati1, Marni Astuti1, Sri Mulyani1, Maria Asumpta Deny Kusumaningrum1
1Institut Teknologi Dirgantara Adisutjipto, Majapahit road, Blok-R, Lanud Adisutjipto, Yogyakarta, Indonesia
*Corresponding author.
Corresponding Author
Putery Kartini Syamsuddin
Available Online 31 March 2025.
DOI
10.2991/978-94-6463-668-0_8How to use a DOI?
Keywords
Service Time; Passenger Satisfaction; Ministerial Regulation 178 of 2015; Ministerial Regulation 41 Year 2023; Yogyakarta International Airport
Abstract

This research focuses on the effect of service time on passenger satisfaction at Yogyakarta International Airport during the implementation of PM 178 of 2015 and PM 41 of 2023. The research highlights the elimination of service time standards in PM 41 of 2023. By using survey research methods in the form of questionnaires and interviews, this study aims to see the effect of service time on passenger satisfaction from the two periods of application of these regulations by managing 175 sample data using correlation test techniques, coefficient of determination, simple linear regression, t-test and independent sample t-test. Furthermore, the research results were analyzed by combining the results of data management and interview results. The results showed that service time affects passenger satisfaction and passenger satisfaction related to service time has increased during the implementation of PM 41 of 2023. This is due to the implementation of a business system in the form of SLA and Work Contracts between PT Angkasa Pura I KC Yogyakarta International Airport with Airline and Ground Handling.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the Adisutjipto Aerospace, Science and Engineering International Conference (AASEIC 2024)
Series
Advances in Engineering Research
Publication Date
31 March 2025
ISBN
978-94-6463-668-0
ISSN
2352-5401
DOI
10.2991/978-94-6463-668-0_8How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Putery Kartini Syamsuddin
AU  - Gunawan Gunawan
AU  - Fajar Khanif Rahmawati
AU  - Marni Astuti
AU  - Sri Mulyani
AU  - Maria Asumpta Deny Kusumaningrum
PY  - 2025
DA  - 2025/03/31
TI  - The Influence of Service Time on Passenger Satisfaction During the Implementation of PM 178 of 2015 and PM 41 of 2023 at Yogyakarta International Airport
BT  - Proceedings of the Adisutjipto Aerospace, Science and Engineering International Conference (AASEIC 2024)
PB  - Atlantis Press
SP  - 57
EP  - 66
SN  - 2352-5401
UR  - https://doi.org/10.2991/978-94-6463-668-0_8
DO  - 10.2991/978-94-6463-668-0_8
ID  - Syamsuddin2025
ER  -