The Impact of Service Transformation, Self-Check-in on Pelita Air Loyalty, Mediated by Customer Satisfaction

Authors

  • Assyfa Putri Damongayo Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Kurotul Aeni Habibatul Hamdiah Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Alit Sodikin Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Yuwono D. Sucipto Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/jim.v3i4.2125

Keywords:

Customer Satisfaction, Customer Loyalty, Self-Check-in machine, Service Transformation

Abstract

This study examines the effect of implementing self-check-in machines on customer satisfaction as part of Pelita Air’s service transformation at Soekarno-Hatta International Airport in 2024. This study uses a quantitative method by distributing questionnaires to Pelita Air passengers who use self-check-in machines with a purposive sampling technique. From a population of 505.022 passengers, a sample of 100 respondents was taken. Data analysis used SEM-PLS (Structural Equation Model-Partial Least Square) with independent variables of service transformation (X1) and Implementation of self-check-in machines (X2), Customer Satisfaction (Y) as a mediating variable and Customer Loyalty (Z) as a dependent variable. The result of this study are that service transformation and implementation of self-check-in machines have a significant direct effect on customer loyalty mediated by customer satisfaction.

References

This study examines the effect of implementing self-check-in machines on customer satisfaction as part of Pelita Air’s service transformation at Soekarno-Hatta International Airport in 2024. This study uses a quantitative method by distributing questionnaires to Pelita Air passengers who use self-check-in machines with a purposive sampling technique. From a population of 505.022 passengers, a sample of 100 respondents was taken. Data analysis used SEM-PLS (Structural Equation Model-Partial Least Square) with independent variables of service transformation (X1) and Implementation of self-check-in machines (X2), Customer Satisfaction (Y) as a mediating variable and Customer Loyalty (Z) as a dependent variable. The result of this study are that service transformation and implementation of self-check-in machines have a significant direct effect on customer loyalty mediated by customer satisfaction.

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Published

2025-02-16

How to Cite

Damongayo, A. P., Hamdiah, K. A. H., Sodikin, A., & Sucipto, Y. D. (2025). The Impact of Service Transformation, Self-Check-in on Pelita Air Loyalty, Mediated by Customer Satisfaction. Jurnal Ilmu Multidisiplin, 3(4), 644–656. https://doi.org/10.38035/jim.v3i4.2125

Issue

Vol. 3 No. 4 (2025): Jurnal Ilmu Multidisplin (Januari-Maret 2025)

Section

Articles

License

Copyright (c) 2025 Assyfa Putri Damongayo, Kurotul Aeni Habibatul Hamdiah, Alit Sodikin, Yuwono D. Sucipto

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