An Exploration of Personal Decision as Mediating Effect between Passenger Concern and Airport Service Information During COVID-19 Outbreak

Abstract

The Indonesian government has commanded the new reality status. In this situation, various public transportations have started operating again, particularly at Yogyakarta International Airport (YIA) and Adisutjipto Airport (JOG). By overcoming the new reality status, the airport services provider has been required to improve the services to expect the passenger' concerns. Therefore, the objective of the study was to directly determine passenger satisfaction during the COVID-19 outbreak in Yogyakarta airports, whether the passenger's concern significantly influenced the passenger's personal decision toward the service, and whether the personal decision influenced the provided information of the airport service provider. The method used was a quantitative method and the International Air Transport Association questionnaire was set to survey 417 respondents. The analysis of those criteria used Structural Equation Modelling Partial Least Square. The result showed a significant correlation between concern and the provided air service information, between concern and the personal decision, and the personal decision mediating link between the concern of the passenger and the provided air service information. According to the model, there was a limitation that the dependent variable explained the provided information and the personal decision at low impact. The other factors shall be included in the model to gain more overview of the model.