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The aviation industry in Indonesia has experienced rapid growth in line with the increasing demand for air transportation. One of the key aspects of airline service is the check-in process, which serves as the first interaction between passengers and the airline and plays a role in shaping the customer experience. This study aims to analyze the impact of check-in counter service quality on passenger satisfaction with Super Air Jet at Sultan Aji Muhammad Sulaiman (SAMS) Sepinggan International Airport, Balikpapan. This research employs a quantitative approach using a survey method, involving 100 passenger respondents who have used Super Air Jet at least once and are aged between 17 and 40 years. The survey was conducted at Sultan Aji Muhammad Sulaiman (SAMS) Sepinggan International Airport, Balikpapan. Data analysis was performed using validity tests, reliability tests, classical assumption tests, simple linear regression, T-tests, and the coefficient of determination (R²). The results of the study indicate that the quality of check-in counter service has a positive and significant impact on passenger satisfaction. The simple linear regression test shows a regression coefficient value of 0.351 with a correlation value of 0.942. Additionally, the T-test results show a calculated t-value of 20.931, which is greater than the critical t-value of 1.660, with a significance level of 0.000 < 0.05, thereby supporting the research hypothesis. Based on these findings, it can be concluded that improving service quality at the check-in counter plays a crucial role in enhancing passenger satisfaction.

Based on PM 30 of 2021 concerning User Service Standards, check-in services at the airport are carried out at least 2 hours before the departure schedule, while the check-in service procedure has a time limit of two minutes and thirty seconds for each passenger, and the check-in queue can last for twenty minutes per passenger. This study aims to determine whether there is an effect of check-in counter queue time on Citilink airline passenger satisfaction at General Ahmad Yani Airport, Semarang and how big the influence is. This study uses a quantitative approach. This research was conducted at General Ahmad Yani Airport, Semarang with a focus on the object of the Citilink airline passenger check-in counter queue. The research period was from August to February 2024. The questionnaire was used as a data collection tool in the form of a form containing questions or statements that must be filled in for 100 respondents. Based on the results of the test and data analysis that has been done, the effect of check-in counter queue time on Citilink airline passenger satisfaction at General Ahmad Yani Airport Semarang, the results of the hypothesis test obtained t count greater than t table, namely 5.745> 1.660 and with a significant value smaller than the probability of 0.000 <0.05, it can be concluded that Ha is accepted and Ho is rejected or can be called the queue time variable has a positive effect on the passenger satisfaction variable. This means that if the queue time at the check-in counter experienced by passengers is getting longer because the service provided is still not in accordance with the standard, then passenger satisfaction will have an effect resulting in higher passengers who are less satisfied and vice versa if the queue time is short or in accordance with the provisions, passengers will feel satisfied.