ANALYSIS OF PASSENGER SATISFACTION LEVEL TOWARDS SERVICE QUALITY AT CLASS 1 KALIMARAU BERAU AIRPORT

Abstract

This study investigates the correlation between passenger satisfaction and service quality at Class 1 Kalimarau Airport in Berau. Using a quantitative method and questionnaire distribution to 100 respondents, data were analyzed with Spearman’s rank correlation. The results show a very strong and significant relationship between the two variables, with a correlation coefficient of 0.873. Key service factors such as empathy, responsiveness, and information accuracy play a crucial role in shaping passenger perceptions. These findings suggest that improving customer service performance can significantly enhance passenger satisfaction.