The Satisfaction Analysis of Airport Services

Purpose: Hang Nadim Airport is the only airport in Batam. And recently, closed some of their flight route. This cause less plane to fly, and will increase potential delays. Flight rescheduling can be main reason dissatisfaction. But besides that, this paper also focus on check-in service speed, hospitality, comfortability, security, hygiene, food & beverages, providing accurate information, pricing, online services, facilities provided for indicators satisfaction. The method used research Interpretative phenomenological analysis (IPA). data obtained are: needs improve information about departure arrival time facilities, beverages; pricing; services are lowest priority at Airport, speed; hospitality; comfortability; security; hygiene where keep up good work.
 Design/methodology/approach: Analyzing collected from Phenomenological Analysis (IPA) questionnaire.
 Findings: Indicators that need improved, or Airport. way, they give satisfying towards passengers.
 Research limitations/implications: very limited sample size. We were able collect total 109 respondents, which small compared user.
 Practical implications: Giving inputs toward many up, hope it implemented future.
 Originality/value: process originally made by authors purely based study.
 Paper type: paper.