The Influence Of Aviation Security (Avsec) Service Quality And The Availability Of Departure Area Facilities In Terminal 1 On Passenger Satisfaction At Juanda International Airport, Surabaya
DOI:
https://doi.org/10.46491/approach.v9i2.2553Abstract
Passenger satisfaction has become an important indicator in evaluating airport service performance because it reflects passengers' perceptions of both operational efficiency and service quality. Previous studies have generally examined airport service quality or airport facilities separately, while limited empirical research has investigated the combined influence of Aviation Security (AVSEC) service quality and departure area facility availability on passenger satisfaction, particularly at Juanda International Airport. This study addresses this research gap by examining the relative contribution of these two variables to passenger satisfaction.
This study aims to analyze the influence of AVSEC service quality and departure area facility availability on passenger satisfaction at Terminal 1 of Juanda International Airport. A quantitative research approach was employed using a survey of 120 departing passengers selected through accidental sampling. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS.
The results reveal that both AVSEC service quality and departure area facility availability have positive and significant effects on passenger satisfaction. Among the two variables, AVSEC service quality has a stronger influence, indicating that passengers place greater value on the professionalism, responsiveness, assurance, empathy, and communication skills of AVSEC officers than on the availability of physical facilities alone.
The findings provide practical implications for airport management by emphasizing the importance of strengthening AVSEC personnel competencies through continuous training while maintaining adequate departure area facilities to improve passenger satisfaction. The novelty of this study lies in integrating AVSEC service quality and departure area facility availability into a single research model within the context of airport security services, thereby enriching the literature on airport service management and aviation security.
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Copyright (c) 2026 Sherly Puspita Maharani, Mohammad Shahparan, Muhammad Arif Zikir Risky, Dimas Arya Soeadyfa Fridyatama
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