THE INFLUENCE OF REPORT CULTURE FACILITY CARE ON ENHANCING PASSENGER SATISFACTION AT YOGYAKARTA INTERNATIONAL AIRPORT

Abstract

Yogyakarta International Airport (YIA) serves as a major airport in Indonesia, handling millions of passengers annually and playing a strategic role in supporting the tourism sector and regional economy. Passenger satisfaction serves as a
critical indicator in evaluating airport performance. One of the primary factors influencing passenger satisfaction is the quality of facilities and services, where Facility Care as the party responsible for facility maintenance plays a crucial role in ensuring airport facilities are always in optimal condition. This can be prevented and minimized through real-time reporting actions and responsive measures to repair any forms of damage that are perceived as disruptive. Therefore, the author seeks to determine whether there is an influence on passenger satisfaction experienced by passengers. This research applies a quantitative descriptive approach. Data collection was conducted through observation and questionnaire distribution. The instrument used to test the hypothesis is simple linear regression analysis. Data analysis was performed using Likert scale techniques, supplemented with validity tests, reliability tests, linearity tests, and normality tests. Based on the data analysis conducted, there is a coefficient of determination indicating that the influence of facility care report culture on passenger satisfaction has a quite significant effect.