THE IMPACT OF OPERATIONAL COLLABORATION BETWEEN A PRIVATE COMPANY AND A STATE-OWNED COMPANY ON PASSENGER SATISFACTION IN HALIM PERDANAKUSUMA AIRPORT JAKARTA

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Erlanda Arlan, Fadhli (2024) THE IMPACT OF OPERATIONAL COLLABORATION BETWEEN A PRIVATE COMPANY AND A STATE-OWNED COMPANY ON PASSENGER SATISFACTION IN HALIM PERDANAKUSUMA AIRPORT JAKARTA. Graduate thesis, Institut IPMI.

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Abstract

Most of airports in Indonesia are operated or managed by Indonesian government company in airport industry, PT Angkasa Pura 1 (AP 1) and PT Angkasa Pura 2 (AP 2). There are some airports in Indonesia that involve private sector in their operatorship, one of them is Halim Perdanakusuma Airport in Jakarta that is operated by PT Angkasa Transportindo Selaras (ATS) and PT AP 2 with scheme called KSO (Operational Cooperation). PT ATS handles commercial or business aspect while PT AP 2 handles technical aspects. Involvement of private sector in infrastructures such as airport has been enabled with PPP (Public and Private Partnership) to boost economic and make efficiency and improvement in infrastructure development in every country including Indonesia. This research’s objective is finding impact of private sectors participation to boost customer satisfaction through service and airport condition. This is an empirical quantitative paper based on a rigorous analysis of literature review and previous research. This research found out variables of airport passengers’ satisfaction. Questionnaire was designed for surveying 102 passengers. The research’s validity and reliability were checked by SmartPls. The survey has shown improvement in the airport’s passenger satisfaction after the airport has been managed by cooperation between private and government company. The cooperation in airport operatorship has been proven in improving passenger satisfaction through balancing between commercial and operational aspects of airport. This cooperation makes both private and government company meet equilibrium to improve services, airport condition and human resource factor that also contribute to increase passengers’ satisfaction. WIFI, signs, flight information, seatings, cleanliness, food and beverage and shopping tenants are important for passenger’s satisfaction and they must be monitored regularly. Keywords: operatorship, cooperation, airport, customer satisfaction, infrastructure

Item Type: Thesis (Graduate)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Thesis > Master of Business Administration
Depositing User: Dwi Selviyana
Date Deposited: 16 Dec 2025 04:22
Last Modified: 16 Dec 2025 04:22
URI: http://repository.ipmi.ac.id/id/eprint/2858

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