Pengaruh Pengawasan Dan Pelayanan Fasilitas Baggage Handling System (BHS) Terhadap Tingkat Kepuasan Penumpang Garuda Airline Di Terminal 3 Bandara Soekarno-Hatta

Achep Satria Permana, Dwi Agustina


This study aims to identify the impact of service quality on passengers’ satisfaction at Terminal 3 of Soekarno-Hatta Airport. Particularly, this study included a question on how the supervision and service of the Baggage Handling System (BHS) affects the satisfaction of Garuda Indonesia Airlines passengers at Terminal 3 of Soekarno-Hatta Airport. This study applied a survey using a questionnaire started from 12 February 2021 at 07:59:35 p.m. to 20 February 2021 at 10:41:52 p.m., which collected part of the whole data. In addition, this study employed a quantitative associative method. The survey involved 404 Garuda Indonesia passengers at Terminal 3 as the samples. The data were collected through observation and questionnaires distribution. This survey applied a non-stochastic sampling method with an intentional sampling method. In this study, we analyzed the data using simple linear regression. Based on the scores obtained from the survey results, there was a significant impact of the supervision and service of Baggage Handling System (BHS) on the satisfaction of Garuda Airline passengers at Terminal 3 of Soekarno-Hatta Airport, with a correlation coefficient of 0.764 and an error rate of 5%. This result indicated that the operational status of passengers’ satisfaction on BHS remained relevant with passengers’ expectations, and passengers’ satisfaction on BHS operation at Terminal 3 has fulfilled their current needs. In conclusion, the impact level of supervision and service of the Baggage Handling System (BHS) on passengers’ satisfaction amounted to 96.5%, while the rest, 3.5%, was influenced by other factors.

Full Text:



Adnyana, I. M., Nauli, S., & Sari, M. (2018). Penggunaan Sistem Aplikasi Out Of Gauge Dengan Baggage Handling System Pada Terminal 3 Ultimate Domestik Di Bandara Soekarno- Hatta. Jurnal Manajemen Bisnis Transportasi Dan Logistik, 4(3), 333–344.

Amardeep, J. (2018). Impact of Mishandled Baggage System in Service. International Journal of Pure and Applied Mathematics, 119(15), 1463–1469.

Andri, R. K. E. W. (2016). Pelayanan Bandar Udara Halim Perdana Kusuma Dan Bandar Udara Husein Sastranegara.

Arikunto, S. (2009). Metodelogi Penelitian, Suatu Pengantar Pendidikan. In Rineka Cipta. Ashford, N. J., Stanton, H. P. M., Moore,

C. A., Coutu, P., & Beasley, J. R. (2013). Airport

Operations 3th Edition. In McGraw-Hill companies (3th ed., Vol. 53, Issue 9).

Butcher, K., & Kayani, A. (2008). Waiting for service: Modelling the effectiveness of service interventions. Service Business, 2(2), 153–165.

Cavada, J. P., Cortés, C. E., & Rey, P. A. (2017). A simulation approach to modelling baggage handling systems at an international airport. Simulation Modelling Practice and Theory, 75, 146–164.

Chaerudin, I., & Dina, N. (2019). Pelayanan Prima 4.0 Pada Terminal Bandara (Pertama).

Correia, A. R., Wirasinghe, S. C., & de Barros, A. G. (2008). Overall level of service measures for airport passenger terminals. Transportation Research Part A: Policy and Practice, 42(2), 330–346.

Creswell, J. W. (2009). Research Design Qualitative, Quantitative and Mixed Methods Approaches. In SAGE Publications (3rd ed., Vol. 20, Issue 2). SAGE.

Dambagolla, D. G. E. K. P. K., & Sumanasiri, E. A. G. (2020). Passenger Satisfaction with the Quality of Service Offered at the Bandaranaike International Airport (BIA). Asian Journal of Economics, Business and Accounting, 15(July 2019), 30–45.

Fitantri, A., Madhani, A. I., & Widiastuti, S. (2018). Assessment of Customer’S Satisfaction on Baggage Handling Service At Soekarno-Hatta International Airport. 147(Grost), 561–570.

Forgas-Coll, S., Palau-Saumell, R., Sánchez-García, J., & Fandos-Roig, J. C. (2013). Airline website loyalty formation and the moderating effects of gender and education. Service Business, 7(2), 255–274.

Frey, M., Kiermaier, F., & Kolisch, R. (2017). Optimizing inbound baggage handling at airports.

Transportation Science, 51(4), 1210–1225. Griffin, R. W., & Ebert, R. J. (2014). Pengantar Bisnis (10th ed.). Indeks.

Heizer, J., Render, B., & Munson, C. (2017). Operations Management Sustainability and Supply Chain Management.

IATA. (2019). Airport Development Reference Manual - Edition 11 (Issue March).

Indriantoro, N., & Supomo, B. (2014). Metodologi Penelitian Bisnis Untuk Akuntansi & Manajemen (1st ed.). BPFE.

International Air Transport Association. (2004). Airport Development Reference Manual (Issue January). manual/

J.O. Ekeocha, R., & A. Ushe, S. (2018). Application of Queuing Process in the Optimization of Baggage Handling System of Murtala Muhammed International Airport. International Journal of Sciences, 4(05), 97–103.

Kotler, P., & Armstrong, G. (2018). Kotler & Armstrong, Principles of Marketing | Pearson.

In Pearson.

Kotler, P., & Keller, K. L. (2016). Marketing Management. In Boletin cultural e informativo - Consejo General de Colegios Medicos de España (15th ed.). Pearson.

Lin, J. T., Shih, P. H., Huang, E., & Chiu, C. C. (2015). Airport baggage handling system simulation modeling using SysML. IEOM 2015 - 5th International Conference on Industrial Engineering and Operations Management, Proceeding.

Malandri, C., Briccoli, M., Mantecchini, L., & Paganelli, F. (2018). A Discrete Event Simulation Model for Inbound Baggage Handling. Transportation Research Procedia, 35, 295–304.

Mishra, D., & Mishra, A. (2010). Improving baggage tracking, security and customer services with RFID in the airline industry. Acta Polytechnica Hungarica, 7(2), 139–154.

Muhammad Resky, J. S. (2014). Fungsi Dan Kelemahan Unit Operasi Pelayanan Di Bandara.

Panchariya, M. M. (2017). Advanced Airport Baggage System. International Journal for Research in Applied Science and Engineering Technology, V(IV), 1568–1570.

Pantouvakis, A., & Renzi, M. F. (2016). Exploring different nationality perceptions of airport service quality. Journal of Air Transport Management, 52, 90–98.

Pisinger, D., & Rude, S. Í. H. (2020). Advanced Algorithms For Improved Baggage Handling.

Journal of Airport Management, 14(4).

Pisinger, D., & Scatamacchia, R. (2020). The baggage belt assignment problem. ArXiv.

Rezaei, J., Kothadiya, O., Tavasszy, L., & Kroesen, M. (2018). Quality assessment of airline baggage handling systems using SERVQUAL and BWM. Tourism Management, 66, 85– 93.

Saribanon, E., Sitanggang, R., & Amrizal. (2016). Kepuasan Pengguna Jasa Transportasi Untuk Meningkatkan Loyalitas the Satisfaction of Transportation’S Customers To Enchance Loyalty. Jurnal Manajemen Transportasi & Logistik, 03(03), 317–326.

SITA. (2020). IT insights. Baggage IT Insights.

Soehartono, I. (2000). Metode Penelitian Sosial. PT Remaja Rosdakarya.

Stevenson, W. J., & Chuong, S. C. (2014). Manajemen Operasi Perspektif Asia (Sembilan).

Salemba Empat.

Sugiyono. (2013). Metodologi Penelitian Kuantitatif Kualitatif dan R&D (19th ed.). ALFABETA. Tharaka, V. K., & Kumarage, A. S. (2013). Study of the Arrival Baggage Handling System and

Baggage Study of the Arrival Baggage Handling System and Baggage Claiming Process At Bandaranaike International Airport. December 2018.

Tsafarakis, S., Kokotas, T., & Pantouvakis, A. (2018). A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement. Journal of Air Transport Management, 68, 61–75.

Tsaur, S. H., Chang, T. Y., & Yen, C. H. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism Management, 23(2), 107–115.


Vidyana Mandrawaty, S. S. (2016). Garuda Indonesia Di Bandara Internasional Juanda Surabaya. 3(2), 17–24.




  • There are currently no refbacks.

Copyright (c) 2023 Jurnal Ilmu Administrasi Publik

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.