Wings Air is a low-cost airline in Indonesia and is a subsidiary of the company PT. Lion Grub. The purpose of this research is to determine the influence of service quality and brand image variables on passenger satisfaction with Wings Air at Sultan Muhammad Kaharuddin Airport, Sumbawa, both partially and simultaneously. The method used is a quantitative method with non-probability sampling and purposive sampling techniques distributed through a questionnaire of 100 respondents. This research instrument uses a Likert scale with 22 statements according to the indicators of each variable. This research uses SPSS for descriptive analysis and testing classical assumptions and hypothesis testing, namely multiple linear regression analysis tests. The service quality variable gets a t-count > t-table result of 2,809 > 1.984 with a significance value of 0.006 < 0.05 and the brand image variable gets a t-count > t-table value of 2,313 > 1,984 with a significance value of 0.023 < 0.05. The results of this research indicate that the variables of service quality and brand image have a partial effect on passenger satisfaction. The variables of service quality and brand image simultaneously influence passenger satisfaction with an f-count > f-table value of 10,975 > 3.09 and a significance of 0.000 < 0.05 with an influence size of 16.8%.

This study aims to analyze the Level of Service (LoS) at the international departure terminal facilities at I Gusti Ngurah Rai Airport, Bali, in accommodating the growth of passenger traffic. Referring to IATA standards, PM 178 of 2015, and PM 41 of 2023, this research evaluates the performance of facilities such as passenger and baggage screening, check-in, immigration, and waiting areas. The research method used is qualitative, with data collected through observation, interviews, and documentation. The results show that the international departure terminal facilities meet the established service standards and are capable of handling passenger congestion during holiday seasons (high season and peak season). Efforts made by airport management include terminal expansion, queue management, and the enhancement of security systems with the latest technology. In conclusion, the Level of Service at I Gusti Ngurah Rai Airport is categorized as good and complies with existing standards, but infrastructure development is still needed to accommodate future increases in passenger numbers.