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Indonesian Airport Design and Customer Satisfaction
Tika Andyani Putri

Última alteração: 2023-09-22


Customer guidance (wayfinding) is a significant design and layout consideration for airport facility design. Individuals may frequently need help identifying their destinations with various navigational tools. The visibility indicator is often used to assess the comfort of navigation. However, there has not been much academic research on the impact of airport design regarding wayfinding and what kind of wayfinding variables can impact customer satisfaction in Indonesian airports. Consequently, this study evaluates the impact of wayfinding design in Indonesian airports and investigates what variables can influence customer satisfaction. The study uses a quantitative methodology, an online survey. In this case, the author conducts primary data from an online survey through JICS software. In addition, three variables will be investigated, corridor signage, airport maps and verbal directions. Therefore, this study revealed that people tend to care about wayfinding aids. They agree that clear wayfinding is vital since it will help them identify the location and guide them to their destination. This will lead them to save time, reduce the anxiety of stress, and be secure in airport orientation. Furthermore, the effectiveness of precise wayfinding tools will not disorient the passenger experience so that they may miss their flights. Therefore, this could lead to optimising customer movement, reducing congestion, and enhancing overall airport operations. As a result, people will have an optimal journey because of clear wayfinding. This will enhance the customer’s experience, which is related to the level of customer satisfaction at the airport. Some variables influence customer satisfaction with Indonesian airports regarding wayfinding orientation, the corridor signage, airport maps and verbal direction. The study also demonstrated that people prefer corridor signage to help them find directions in the airport, while the airport map is the last option. Moreover, this study proved that every variable of wayfinding is correlated with each other.


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