Analysis of the Relationship Between Perception of Waiting Room Facility Services and Passenger Characteristics at Sentani - Jayapura Airport

Abstract

This study explores passenger perceptions of the waiting room facilities at Sentani Airport in Jayapura. Through a survey involving a number of passengers, the study assesses several service aspects such as seating adequacy, comfort, availability of souvenir kiosks, cleanliness of the area, and other additional facilities. Survey results indicate that the majority of passengers are satisfied with the services received, although there are some areas that received less positive evaluations, such as toilet cleanliness and the presence of a designated smoking area. Further analysis was conducted to understand the relationship between passenger characteristics, education level, and their perceptions of the services. Although most of the statistical analysis results showed insignificant relationships, these findings still provide important insights into passenger preferences and expectations. This study concludes that despite some areas needing improvement, the waiting room services at Sentani Airport in Jayapura generally meet passenger expectations. These findings are expected to provide feedback for airport management in their efforts to improve service quality and passenger comfort in the future.