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This study aims to analyze the influence of digital experience and customer experience on passenger loyalty on the Progo Train route, Pasar Senen–Lempuyangan. The increasing digitalization of public transportation services through the Access by KAI application has highlighted the importance of examining the quality of digital experience and customer experience in maintaining passenger loyalty. The study employed a quantitative approach with a causal associative design. Data were collected from 150 respondents through a questionnaire with a five-point Likert scale using a purposive sampling technique. Data analysis was performed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4 software (Ringle et al., 2024). The results of the outer model evaluation showed that all indicators had outer loadings > 0.70, Average Variance Extracted (AVE) > 0.50, Composite Reliability (CR) and Cronbach's alpha > 0.70, thus all constructs were declared valid and reliable. The inner model test shows that digital experience has a positive and significant effect on passenger loyalty (β = 0.192; T = 2.237; p = 0.025). Customer experience also has a positive and significant effect on passenger loyalty (β = 0.243; T = 3.268; p = 0.001). The coefficient of determination (R²) of 0.133 indicates that both variables explain 13.3% of the variance in passenger loyalty. The customer experience variable has a more dominant influence than digital experience on Progo Train passenger loyalty.

Pelecehan seksual kini menjadi fenomena yang meresahkan karena dapat terjadi di berbagai ruang publik, termasuk transportasi umum tempat yang seharusnya menjadi sarana aman dan nyaman bagi masyarakat. Ironisnya, ruang yang dirancang untuk mobilitas justru berubah menjadi ruang yang rawan bagi keselamatan dan martabat penumpang, terutama perempuan dan anak. Tingginya kasus pelecehan seksual di transportasi umum menunjukkan bahwa aspek keamanan dan perlindungan hukum masih belum optimal. Kondisi ini jelas menimbulkan kerentanan serius dan rasa aman dan keadilan bagi seluruh pengguna jasa transportasi. Upaya peningkatan keamanan, pengawasan, serta penegakan hukum dalam transportasi umum menjadi hal yang mendesak untuk menjamin rasa aman dan keadilan bagi seluruh pengguna jasa transportasi. Penelitian ini menggunakan penelitian hukum normatis yuridis, bertujuan untuk menganalisis bentuk perlindungan hukum terhadap korban kekerasan seksual di transportasi umum berdasarkan Undang-Undang Nomor 12 Tahun 2022 tentang Tindak Pidana Kekerasan Seksual, Undang-undang nomor 13 tahun 2006 jo UU Nomor 31 Tahun 2014 Tentang Perlindungan Saksi dan Korban, Undang-undang Nomor 39 Tahun 1999 tentang Hak Asasi Manusia, sebagai bentuk ketentuan untuk mencegah tindak pidana kekerasan seksual. Penelitian ini menegaskan bahwa penerapan UU TPKS telah memberikan dasar hukum yang kuat untuk melindungi korban, namun efektivitasnya bergantung pada sinergi antara aparat penegak hukum, penyedia layanan transportasi, dan partisipasi aktif masyarakat. Dengan penegakan hukum yang konsisten dan sosialisasi yang berkelanjutan, transportasi umum yang aman dan bebas dari kekerasan seksual dapat terwujud.

The problem with a passenger car with a capacity of 15 people lies in its unscheduled maintenance and having broken down on the road. The purpose of component replacement planning is to obtain component replacement costs, maintenance and repair schedules for the 2026 period, and the maintenance cost-to-profit ratio. The planning method includes collecting previous maintenance data, applying the inspection-replace-repair-overhaul (IRRO) method, evaluating component conditions, estimating component lifespan, estimating labor costs, estimating supporting equipment to be used in maintenance, estimating the time to replace spare parts or reinstall repaired components, estimating maintenance and repair costs for the 2026 period, and calculating the maintenance cost-to-profit ratio. The results of component replacement planning obtained costs for the 2026 period are IDR 11,780,000 with an estimated passenger car rental rate of IDR 800,000/24 ​​hours (day) which has the potential to be rented for 4,320 hours/year, and the ratio of maintenance costs to profits is 10.33% which implies that passenger cars with a capacity of 15 people are still prospective to generate profits and are suitable for use for the next few years.  

Kebutuhan akan angkutan umum berbasis rel berdampak luas terhadap pertumbuhan penduduk dan aktivitas ekonomi Jakarta. Penelitian ini bertujuan untuk membandingkan KRL Commuter Line dan MRT Jakarta dari dua aspek Kemampuan Membayar dan Kesediaan Membayar. Analisis ini dilakukan dengan pendekatan studi literatur deskriptif-komparatif. Jurnal, prosiding, tesis, dan dokumen kebijakan yang digunakan sebagai sumber sekunder melalui analisis konten. KRL dengan tarif dasar sebesar Rp. 3.000,- mendapatkan ATP Rp. 3.770,- – Rp. 4.825,- dan WTP Rp. 3.974,- – Rp. 5.057,-, yang berarti KRL berpotensi untuk perubahan tarif sebesar Rp. 770,-. MRT Jakarta untuk tarif sebesar Rp. 14.000,- untuk fase 2A, ATP menunjukkan daya beli Rp. 17.044,- dan WTP Rp. 19.000,-. Pola penumpang terikat muncul dan sangat bergantung, di sisi ujung, dengan WTP yang tinggi dan ATP yang rendah, untuk kedua moda, menandakan MRT dan KRL sangat efisien dan nyaman. Penelitian ini berpendapat agar penyesuaian tarif dilakukan dan untuk jangka panjang, tarif perlu diikuti dengan peningkatan mutu pelayanan dengan penyesuaian yang progresif dan sesuai dengan penghasilan bagi masyarakat berpendapatan menengah ke bawah, agar mutu pelayanan tidak berkualitas rendah.

This study aims to analyze the factors that affect passenger satisfaction at the airport through three main perspectives, namely: service, technology, and operations. The approach used is a literature study of ten scientific journals that discuss airport service quality from various aspects. The results of the study show that service quality, especially those covering SERVQUAL dimensions such as reliability, responsiveness, empathy, assurance, and physical evidence, plays a major role in shaping service user perceptions. The technology perspective, through the implementation of self-service such as self check-in, Flight Information Display Sistem (FIDS), and digital service applications, is proven to increase efficiency and convenience, even contributing up to 96.8% to user satisfaction according to one study. Meanwhile, from an operational perspective, aspects such as queue time at check-in counters, public facilities, and accessibility to the terminal also have a significant impact on the overall passenger experience. The conclusion of this study emphasizes the importance of integration between the three perspectives in designing strategies to improve airport service quality. Suggestions are given to airport managers to continue to improve services, expand technology adoption, and reorganize operations to create a safe, comfortable, and satisfying travel experience for all service users

This study aims to analyze the factors influencing passenger satisfaction at airports through three main perspectives: service, technology, and operations. The background of this research is based on the increasing competition between airports in providing an optimal travel experience amidst the development of the aviation industry and the increasing passenger demands for service quality. This study uses a literature study approach by analyzing ten selected scientific journals that specifically discuss airport service quality from various perspectives. The results of the study indicate that the service perspective, specifically those encompassing SERVQUAL dimensions such as reliability, responsiveness, empathy, assurance, and tangibles, has a significant contribution in shaping the perception and satisfaction of airport service users. The technology perspective also plays a significant role, particularly through the implementation of self-services such as self-check-in, Flight Information Display Sistem (FIDS), e-gates, and digital service applications that simplify the travel process. One of the studies analyzed shows that the application of technology can contribute up to 96.8% to user satisfaction, indicating the significant role of digitalization in this industry. From the operational side, factors such as speed of service at the check-in counter, queue time management, completeness and cleanliness of public facilities, and ease of access to the terminal have an equally important influence. These findings underscore that passenger satisfaction is influenced not only by service quality at the point of direct interaction, but also by the smoothness of the overall operational flow. The study's conclusions emphasize the importance of integrating these three perspectives in strategic planning for airport service improvement.  

This study aims to analyze passengers' understanding of prohibited items at Terminal 2 of Juanda International Airport and evaluate the effectiveness of information delivery strategies implemented to support aviation safety and security. The research uses a descriptive qualitative method with data collection techniques such as observation, interviews, and documentation. The findings show that most passengers, particularly elderly individuals, still do not have a clear understanding of the difference between items allowed in the cabin and those that must be placed in checked baggage. Information regarding prohibited items is only discovered when passengers reach the security check area (PSCP), which is considered too late, causing panic and discomfort among passengers. The main factor contributing to the low level of understanding is the unstrategic delivery of information and the lack of engaging communication media. Although information about prohibited items is available through posters and announcements, these methods do not effectively attract passengers' attention. Passengers often overlook the information placed in less visible or strategic locations. This indicates that the current information media have not been effective in providing significant impact on passengers' understanding. This study recommends several steps to improve passenger understanding. The placement of more effective information media, such as eye-catching educational banners and 3D video displays at the departure entrance area, is expected to attract more attention from passengers. Additionally, the use of digital platforms, such as airport apps or social media, could be an effective way to deliver information to passengers before they arrive at the airport. With these strategies, passengers can better prepare and avoid potential mistakes during security checks, thus supporting the smoothness and safety of their flights.  

Kompleks Makam Sunan Giri merupakan salah satu tujuan wisata religi yang cukup dikenal di Provinsi Jawa Timur. Destinasi ini masih menjadi favorit karena masyarakat di sekitarnya dikenal memiliki tingkat religiusitas yang  tinggi.  Kabupaten  Gresik  sendiri  sering  dijuluki  sebagai  Kota  Santri  atau  Kota  Wali,  sehingga  potensi pengembangan wisata religi di wilayah ini sebenarnya sangat besar. Penelitian ini bertujuan untuk mengkaji daya  tarik  wisata  yang  dimiliki  Kompleks  Makam  Sunan  Giri  di  Gresik.  Pendekatan  yang  digunakan  adalah deskriptif kualitatif, dengan teknik pengumpulan data melalui observasi, wawancara, serta dokumentasi. Hasil penelitian ini menunjukkan bahwa Aksesbilitas menuju kompleks makam Sunan Giri perlu banyak  perbaikan dengan cara  pelebaran jalan  untuk akses menurunkan penumpang  dari  area parkiran utama wisata. Atraksi yang dilakukan yaitu Ziarah wali, berbelanja kuiner dan oleh – oleh khas Gresik dan berwisata edukasi sejarah. Amenitas tergolong cukup lengkap namun perlu untuk di kelolah dengan baik. Dalam pengelolahan destinasi perlu memikirkan tentang perencanaan, perorganisasian, pelaksanaan dan pengawasan. 

This study aims to analyze the implementation of compensation for flight delays at Sultan Aji Muhammad Sulaiman Sepinggan International Airport, Balikpapan. This study uses a qualitative descriptive approach, with data collection techniques through direct observation, in-depth interviews with airline staff, and documentation during On the Job Training (OJT) activities. The main focus of the study is to evaluate the extent to which passenger rights have been fulfilled by airlines in accordance with applicable regulations, specifically the Regulation of the Minister of Transportation of the Republic of Indonesia Number PM 89 of 2015 concerning Handling Flight Delays. The results of the study indicate that the implementation of compensation by several airlines is still not optimal. There are discrepancies between regulatory provisions and implementation in the field, such as late delivery of information, disproportionate compensation, and uneven service among airlines. Passengers often do not receive clarity regarding their rights, and complaint mechanisms are still limited. Factors causing delays include technical problems, bad weather, inefficient operational management, and limited number and capacity of human resources on duty. This study emphasizes the need to improve the internal and external communication systems of airlines so that information related to delays and compensation can be conveyed transparently and in a timely manner. In addition, airlines need to conduct regular evaluations of standard operating procedures (SOPs), strengthen customer service training for staff, and foster synergy between work units to improve responsiveness to unforeseen situations. Regulators and airport authorities need stricter oversight and the implementation of strict administrative sanctions for violations of passenger rights. These findings provide important contributions to the formulation of public policy in the air transportation sector and provide input for improving services that are more humane, accountable, and oriented toward customer satisfaction.

Penelitian ini bertujuan untuk mengkaji dampak kepemilikan sepeda motor terhadap keberlangsungan usaha ojek pangkalan di Pasar Kaliboto, Kecamatan Bener, Kabupaten Purworejo. Sepeda motor sebagai sarana transportasi utama bagi pengemudi ojek telah menjadi faktor penting dalam perkembangan usaha ojek pangkalan, baik dari sisi ekonomi, sosial, maupun mobilitas. Penelitian ini menggunakan pendekatan kualitatif dengan teknik pengumpulan data melalui wawancara, observasi, dan studi dokumentasi yang dilakukan terhadap pengemudi ojek pangkalan di Pasar Kaliboto. Fokus utama penelitian ini adalah untuk menganalisis bagaimana kepemilikan sepeda motor mempengaruhi pendapatan, produktivitas, serta hubungan sosial pengemudi ojek di pasar tersebut. Hasil penelitian menunjukkan bahwa kepemilikan sepeda motor memberikan dampak signifikan terhadap peningkatan pendapatan pengemudi ojek, karena mereka lebih mandiri dalam mencari penumpang dan dapat beroperasi lebih fleksibel. Selain itu, kepemilikan sepeda motor juga berkontribusi pada peningkatan kualitas hidup pengemudi, terutama dalam hal kemampuan finansial dan aksesibilitas terhadap berbagai kebutuhan. Namun, tantangan seperti biaya perawatan sepeda motor, biaya operasional, dan persaingan dengan pengemudi ojek online juga menjadi faktor yang mempengaruhi kesejahteraan pengemudi ojek pangkalan. Penelitian ini merekomendasikan pentingnya dukungan kebijakan yang lebih baik, seperti pelatihan keterampilan, bantuan finansial, dan peningkatan sistem transportasi lokal, agar pengemudi ojek pangkalan dapat lebih berdaya saing dan sejahtera.

This study aims to examine the effect of Gapura Angkasa's pre-flight service quality on passenger satisfaction of Citilink Airlines at Lombok International Airport. Service quality is crucial in the airline industry, as it directly affects passenger satisfaction — a reflection of their emotional response to the services received. A quantitative method was used, with data collected through questionnaires distributed to Citilink passengers in Yogyakarta who had flown via Lombok International Airport. The data were analyzed using simple linear regression, t-test, and coefficient of determination with the help of SPSS v.25. The results show that the t-value (22.321) is greater than the t-table (1.660), with a significance level of 0.000 < 0.05, indicating that the alternative hypothesis (Ha) is accepted. This means Gapura Angkasa’s pre-flight service has a positive and significant effect on Citilink passenger satisfaction. The coefficient of determination (0.834) indicates that 83.4% of passenger satisfaction is influenced by pre-flight services, with a very strong correlation (correlation coefficient of 0.914).

Passenger safety in ferry transportation is a crucial issue in Indonesia's sea transportation system, especially due to the high rate of accidents caused by the negligence of port managers. This study aims to analyze the form and limit of port manager's legal responsibility for passenger safety based on national regulations and international legal instruments. This research uses a normative method with the approach of legislation, legal doctrine, and court decisions. The results of the study show that port managers have administrative, civil and criminal responsibilities for passenger safety, including moral and social responsibilities. Failure to carry out these obligations can lead to legal sanctions. It is recommended that port managers strengthen safety management systems, improve inter-agency coordination, and adopt technology and good governance principles to ensure optimal legal protection for passengers. Regulatory updates and continuous supervision are also indispensable.

Since the lifting of the pandemic status, Indonesia’s aviation industry has experienced significant growth, marked by a rise in both domestic and international passengers. Bali, particularly I Gusti Ngurah Rai International Airport, has emerged as a major destination, with a 22% increase in total passengers between 2023 and 2024. Jeju Air is one of the international airlines that recently launched a route to Bali, making service quality crucial, especially in ground handling activities like the check-in process. This research investigates the impact of check-in counter personnel service quality on the satisfaction of Jeju Air passengers at I Gusti Ngurah Rai International Airport. Conducted between May 1st and 30th, the study employed a quantitative method using simple linear regression analysis. Data were collected, analyzed, presented, and concluded systematically. The theoretical framework combines the Servqual model of service quality (Zeithaml et al.) and passenger satisfaction theory by Kotler. Results show a positive influence of service quality on satisfaction, evidenced by a t-value (5.776) exceeding the t-table value (2.425), thus supporting the alternative hypothesis. The coefficient of determination (R²) is 0.254, indicating that 25.4% of the variation in passenger satisfaction is explained by the quality of check-in counter services.

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.

This research aims to analyze the factors causing delays to passenger trains on the Makassar-Pare-Pare route and to provide recommendations to improve travel timeliness. This research uses a qualitative approach with interview methods and literature study to obtain more in-depth data regarding the factors that influence delays. Based on research results, train delays are caused by several factors, including inadequate infrastructure, irregular track maintenance, extreme weather, as well as technical and operational problems. The results of interviews with officers and passengers revealed that a lack of coordination between field officers and the control center was also one of the main causes. This research suggests the need for improvements in planning departure schedules, increasing coordination between related parties, improving rail infrastructure, and managing passenger density. It is hoped that with these recommendations, train delays can be minimized, provide better comfort for passengers, and improve the quality of train services on the Makassar-Pare-Pare route

This research aims to analyze the factors causing delays to passenger trains on the Makassar-Pare-Pare route and to provide recommendations to improve travel timeliness. This research uses a qualitative approach with interview methods and literature study to obtain more in-depth data regarding the factors that influence delays. Based on research results, train delays are caused by several factors, including inadequate infrastructure, irregular track maintenance, extreme weather, as well as technical and operational problems. The results of interviews with officers and passengers revealed that a lack of coordination between field officers and the control center was also one of the main causes. This research suggests the need for improvements in planning departure schedules, increasing coordination between related parties, improving rail infrastructure, and managing passenger density. It is hoped that with these recommendations, train delays can be minimized, provide better comfort for passengers, and improve the quality of train services on the Makassar-Pare-Pare route.

This study aims to assess passenger satisfaction with the Travelin application at Banyuwangi International Airport. Developed by PT Angkasa Pura II, the app offers features such as TravelinPass, a biometric-based electronic boarding system. Although implemented, many passengers are still unfamiliar with its optimal use. A quantitative approach was applied using surveys distributed to 196 users. The questionnaire was based on five satisfaction indicators: expectation, performance, comparison, experience, and confirmation. The results showed an overall satisfaction score of 2.37 on a 1–4 Likert scale, indicating a “low satisfaction” category. Key issues include limited user knowledge and underperformance of services. These findings highlight the need for improved user education, feature enhancements, and user interface development to maximize the app’s benefits for passengers.

In aviation, two important factors can affect passenger satisfaction: time efficiency in service, especially in the baggage claim process, and airline image. These two activities also apply to passengers at Halim Perdanakusuma International Airport. This study aims to determine whether there is an influence between the duration of baggage claim and airline image on passenger satisfaction, both partially and simultaneously. This study uses a quantitative approach to data collection. It distributes questionnaires to 105 Citilink Indonesia passengers and 105 Batik Air passengers who claim their baggage in the arrivals area. In addition, it uses baggage manifest data in the form of first baggage (fi-bag) and last baggage (la-bag) time data. The data is then analyzed using the t-test (partial test) and f-test (simultaneous test). The results of the study indicate that partially, the Baggage Claim Duration variable has a significant effect on the Passenger Satisfaction variable, both for Citilink Airlines (sig.=0.30) and Batik Air (sig.0.035). The results of the study indicate that partially, the Airline Image variable has a significant effect on the Passenger Satisfaction variable for both Citilink Airlines (sig.=0.000) and Batik Air (sig.=0.000). Furthermore, the Baggage Claim Duration and Airline Image variables simultaneously affect the Passenger Satisfaction variable, with a significance of 0.000 for both Citilink and Batik Air Airlines.

Kertajati International Airport is an international airport located in Majalengka Regency, West Java, this airport is still experiencing problems in the placement of signage that is less strategic. Based on the Minister of Transportation Regulation Number KM 22 Year 2005 and Appendix 9 Facilitation 2018, airport signs must be easy to understand and unobstructed. The application of these standards at the Kertajati International Airport Terminal is still not optimal, causing passenger confusion, especially in the departure area in finding routes after check-in. This study aims to determine the effect of signage placement on passenger satisfaction in finding routes at Kertajati Terminal and also to determine how much influence the placement of signage facilities has on passenger satisfaction at Kertajati International Airport. This research uses a descriptive statistical approach, which describes the numbers obtained from research and is described in the form of a systematic discussion. In this study, the data collection carried out was a survey method using a questionnaire (questionnaire). The survey method used is by distributing questionnaires to passengers directly in the Domestic Departure area at Kertajati International Airport. The data analysis techniques used are validity test, reliability test, simple linear regression test, T test and coefficient of determination (R2) test. Based on the results of analysis and discussion and data processing on the variable placement of signage facilities (X) on passenger satisfaction (Y), it is decided that the significant value obtained is 0.000, which means it is smaller or less than (<) 0.05, it can be concluded that the placement of signage facilities has a significant effect on passenger satisfaction at the Kertajati International Airport Terminal. The magnitude of the value of the effect of the placement of signage facilities on passenger satisfaction is known that the number obtained for the variable placement of signage facilities is 65.9% of the passenger satisfaction variable.

Flight delays represent a significant challenge in the aviation industry, affecting passenger satisfaction and trust in airlines. Minister of Transportation Regulation No. 89 of 2015 mandates airlines to provide compensation to passengers experiencing flight delays. Lion Air, as one of the largest airline networks in Indonesia, is expected to effectively implement this policy, particularly at Weda Bay Nickel Airport. This study employs a qualitative approach to gain an in-depth understanding of how Lion Air fulfills its responsibility in compensating passengers. Data were collected through interviews with Lion Air personnel, including check-in staff, technicians, and flight attendants, as well as direct field observations. The research was conducted over a specific period to ensure the collected data is relevant and accurately reflects on-ground conditions. The analysis results indicate that Lion Air has implemented compensation policies in accordance with PM 89 of 2015, providing compensation in the form of beverages, snacks, full meals, and cash payments of up to IDR 300,000, depending on the delay duration. Although the policy has been executed, several key challenges remain, including limited communication with passengers and suboptimal internal division coordination. Passengers often feel inadequately informed during delays, reducing their satisfaction levels. Furthermore, operational constraints such as spare part delays and weather factors also pose challenges in minimizing delay durations.