Digitalization in Airport Operations: Boosting Passenger Experience and Customer Satisfaction

Abstract

This study examines the impact of digitalization in airport operations on passenger experience and customer satisfaction, with passenger experience as a mediator. Quantitative approach was used with data collection through an online survey to 205 respondents collected using random sampling method. Respondents were users of digital services at airports in Jakarta. Data analysis was conducted using SmartPLS software to test the relationship between variables. The results of the analysis show that digitalization, such as automated check-in and real-time baggage tracking, improving service efficiency, reduces waiting time, and creates a more convenient travel experience. These experiences significantly contribute to increased customer satisfaction. This study provides guidance for airport operators and policy makers to optimize the implementation of digital technology to improve passenger experience and customer satisfaction.