The Effect of Information Availability and Facility Accessibility on The Use of The Arrival Umrah Holding Area at Juanda International Airport.

Abstract

This study was conducted in response to congestion involving Umrah pilgrims and pick-up parties in the arrival area of Terminal 2 at Juanda International Airport despite the availability of an Umrah arrival holding area. Previous studies have primarily focused on airport service quality, crowd management, and Hajj operations, while limited attention has been given to the utilization of Umrah arrival holding areas from the perspectives of information availability and facility accessibility, particularly within Indonesian airport operations. Therefore, this study aims to address this gap by examining the combined effects of these two factors and providing practical recommendations for airport passenger flow management. A quantitative path analysis approach using Partial Least Squares–Structural Equation Modeling (PLS-SEM) was employed. Data were collected through questionnaires distributed to Umrah pilgrims and pick-up parties at the international arrival terminal. Information availability and facility accessibility were examined as independent variables, while holding area utilization served as the dependent variable. The data were analyzed using SmartPLS to evaluate validity, reliability, and structural relationships among variables. The findings showed that all indicators met the validity and reliability requirements, with outer loading values above 0.70 and AVE values above 0.50. The structural model produced an R-square value of 0.660, indicating that the independent variables explained 66% of the variation in holding area utilization. Hypothesis testing revealed that both variables had positive and significant effects (p < 0.05), with facility accessibility exerting the stronger influence. These findings demonstrate that improving accessibility and passenger information can substantially enhance holding area utilization, providing practical evidence to support more effective passenger flow management and congestion mitigation at airport terminals.