Passenger’s Perceptions of Airport Terminal Service During Pandemic at Juanda-Surabaya

The COVID-19 pandemic has significantly impacted the transportation sector, including aviation in Indonesia. Such implementation of air transport regulation during the pandemic may occur again, especially at airports, which is crucial for restoring economic activity. This research aims to identify the perceptions of airplane passengers on implementing policies during the pandemic at the domestic terminal of Juanda Airport, Surabaya. The analytical methods used are descriptive analysis, operational performance analysis, and Service Quality (SERVQUAL) analysis. The results of the research stated that 17 services satisfied passengers. However, some improvements are needed for 14 other services, namely (1) information on socializing health protocols, (2) providing hand sanitizers, (3) service facilities supporting social distancing system, (4) implementation distancing system in business activities at the airport, (5) checking the results of the PCR Test/SWAB Antigen/Rapid Test and other health documents, (6) availability of health staffs who are easy to find and affordable, (7) adequate security facilities that function to prevent crime, namely the presence of CCTV, (8) toilet, (9) prayer room, (10) adequate temperature conditioning for lighting, (11) ground staff services, (12) flight compensation information, (13) flight service information that is easily visible and eligible, and (14) parking area. The study results can be used for recommendations in improving the performance of Juanda Airport Terminal I following passenger perceptions.