JAPAN PASANGGER BEHAVIOUR IN EAST JAVA AND THE IMPACT ANALYSIS

Abstract

This study analyzes the behavior of Japanese tourists at Juanda Airport in Surabaya and evaluates its impact on the effectiveness of airport services. Using a qualitative approach, this study uses observation, interview, and documentation methods to understand the interaction of Japanese tourists with airport facilities and staff. These findings reveal that Japanese tourists tend to value clean, organized, and easily accessible facilities and prefer information available in their own language. The regular and planned pattern of use of airport facilities by Japanese tourists contributes positively to the smooth operation and service satisfaction at the airport. In addition, the interaction between Japanese tourists and airport staff highlights the need to improve cross-cultural communication skills, especially regarding Japanese language proficiency. Based on these findings, it is recommended to improve Japanese language information, provide cross-cultural training for airport staff, and develop more tourist-friendly facilities to meet the expectations of international visitors, especially those from Japan