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Bag inspection aims to ensure compliance with baggage regulations for flight safety. However, it was found that some officers were not meticulous and acted unfairly during the bag inspection process. The lack of responsiveness and minimal empathy from the officers will affect passenger satisfaction. This condition indicates the need for improvement in performance and service quality to maintain passenger satisfaction and the company's image. This research uses a quantitative method, with data collection techniques in the form of questionnaires. The study samples passengers using Citilink Airlines at Juanda International Airport Surabaya, totaling 100 respondents. The data analysis techniques used include instrument testing, classical assumption testing, multiple linear regression equations, hypothesis testing, and the coefficient of determination using the SPSS (Statistical Product and Service Solutions) application. The research results show that performance and service quality have a positive and significant effect on passenger satisfaction of Citilink Airlines at Juanda International Airport Surabaya. The regression coefficients for performance are 0.479 and for service quality are 0.318, with significance values of 0.000 and 0.001, respectively (<0.1), as well as an F-test of 0.000 which indicates the simultaneous effect of both. The adjusted r square value of 0.494 indicates that 49.4% of passenger satisfaction is influenced by performance and service quality, while the remaining 50.6% is influenced by factors outside of the study.

On Time Performance is very important for the image of an airline company. The performance of boarding gate officers is one of main factors in creating On Time Performance during the brading process it is also necessary to have quality human resource support god service to passangers. Gate officers must be careful and coordinae with other staff in carrying out boarding. Analysis of the performance of gate officers in achieving an On Time Performance flight based on performance indicators. To analyze the data in this study using descriptive qualitative methods. Reserch data collection was carried out by means of interviews, observation, documentation and literature studies in the boarding gate work unit area of PT Kokapura Jenderal Ahmad Yani Airport, Semarang. The result of this study are the performance of boarding gate officers who are quite good at providing boarding services to passanger. Boarding gate officers carry out boarding activities in accordance with the Standart Operational Procedure (SOP) that applies to each airline handled by PT Kokapura Ahmad Yani. The obstacle experienced by gate officers was the lack of information regarding flight delays, however, gate officers were able to overcome these obstacles bycoordinating and updating every 10 minutes with operational staff regarding the condition of the aircraft to be boarded.