Integrasi Manajemen Armada, Kesiapan SDM, dan Digitalisasi Terhadap Kualitas Layanan Penerbangan
DOI:
https://doi.org/10.26877/ep.v11i1.1255Keywords:
Digitalisasi, Kesiapan Sumber Daya Manusia, Kualitas Layanan Penerbangan, Manajemen Armada, PLS-SEMAbstract
This study examines the effects of fleet management strategy, human resource readiness, and operational digitalization on airline service quality. A quantitative explanatory design was applied using survey data from 120 aviation personnel working in airline and airport operational service units at Yogyakarta International Airport, Indonesia. Respondents were selected purposively based on their involvement in passenger service, ground operations, cabin service, and aviation operational support. Data were collected through a structured questionnaire using a five-point Likert scale and analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM). The results indicate that fleet management strategy has a positive and significant effect on airline service quality (β = 0.353; t = 5.849; p < 0.001). Human resource readiness also has a positive and significant effect (β = 0.352; t = 5.536; p < 0.001), followed by operational digitalization (β = 0.328; t = 4.741; p < 0.001). The model explains 33.0% of the variance in airline service quality. These findings indicate that service implementation is associated with the integration of technical-operational capabilities, human resources, and digital technology.
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Copyright (c) 2026 Menik Andriyanti, Moh. Dwi Kharis Rifa Kharis, Indah Soelistityaningsih Radiany Indah, Susilowati Susi (Author)
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