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Overview of Visitor’s Experience Toward Shopping Facilities at International Airport of Jakarta

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Background: Non-aviation revenue ratio of the Indonesia’s airport is still considered low. Objective: This study aims to identify factors affecting visitor’s satisfaction towards shopping facilities at international airport in Jakarta. Data was collected using survey technique, where questionnaire was distributed to 200 visitors at Terminal 2, Soekarno-Hatta International Airport. Results: The result of multiple linear regression analysis shows that physical environment of shopping facilities and personal factors of visitors have significant relationships and effect toward visitor’s satisfaction at the airport shopping facilities. The result also shows that cafĂ© is the most visited outlet at the respective airport. Conclusion: The study indicates that physical environment contributes more than personal factors on satisfying visitors at airport shopping facilities. Nevertheless, both aspects should be of airport management’s concern. Airport management can consider doing refurbishment to the shops as well as forming effective marketing strategies to convey positive message to the visitors about airport shopping.
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Document Type: Research Article

Publication date: April 1, 2015

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  • ADVANCED SCIENCE LETTERS is an international peer-reviewed journal with a very wide-ranging coverage, consolidates research activities in all areas of (1) Physical Sciences, (2) Biological Sciences, (3) Mathematical Sciences, (4) Engineering, (5) Computer and Information Sciences, and (6) Geosciences to publish original short communications, full research papers and timely brief (mini) reviews with authors photo and biography encompassing the basic and applied research and current developments in educational aspects of these scientific areas.
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