Implementation of Green Airport and Digital Innovation on Service Quality and Passenger Satisfaction at Soekarno-Hatta Airport

Murti Widyaningsih; Adi Nugroho; Rika Kaniati; Aisha Inggitha Putri Haryoso

doi:10.37641/jimkes.v14i1.4574

Authors

Murti Widyaningsih Universitas Pancasila, Indonesia
Adi Nugroho Universitas Pancasila, Indonesia
Rika Kaniati Universitas Pancasila, Indonesia
Aisha Inggitha Putri Haryoso Universitas Pancasila, Indonesia

DOI:

https://doi.org/10.37641/jimkes.v14i1.4574

Keywords:

Digital Innovation, Green Airport, Passenger Satisfaction, Service Quality, Sustainable Aviation

Abstract

The increasingly competitive aviation industry requires airports to improve service quality and adopt digital innovation while also responding to growing environmental concerns through the implementation of green airport practices. Passenger awareness of sustainability issues has made environmental image an important factor in shaping passenger satisfaction. This study aims to examine the effect of service quality and digital innovation on passenger satisfaction, with the green airport acting as a mediating variable at Soekarno-Hatta International Airport. A quantitative research approach was applied using Covariance-Based Structural Equation Modelling (CB-SEM) combined with Importance–Performance Analysis (IPA). Data were collected from 100 passengers through a structured questionnaire using a Likert scale and analyzed to assess both direct and indirect relationships among variables. The findings reveal that service quality has a significant indirect effect on passenger satisfaction through the green airport, indicating full mediation. In contrast, digital innovation shows no statistically significant effect on either the green airport or passenger satisfaction. Furthermore, the IPA results indicate that these environmental sustainability programs play a significant role in improving passenger satisfaction and airport image. In conclusion, strengthening green airport initiatives plays a crucial role in enhancing passenger satisfaction and supporting sustainable airport management.

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