Comparative Analysis of Servicescape of Soekarno-Hatta International Airport Terminal 3 and Sanya Phoenix International Airport Terminal 2, Hainan, China on Indonesian Tourist Satisfaction
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servicescape, Satisfaction, Airport
Abstract
This study compares the servicescape at Soekarno-Hatta International Airport Terminal 3 and
Sanya Phoenix International Airport Terminal 2, Hainan, China, and its impact on Indonesian tourist
satisfaction. This study uses a descriptive quantitative approach with the SEM analysis method
using the Smart PLS 3.2.9 program with sampling using the Non-Probability Sampling Technique.
Data were collected from 390 respondents who had used services at both airports. The analysis
results at Soekarno-Hatta International Airport Terminal 3 show that environmental conditions and
signs, symbols, and artifacts positively influence tourist satisfaction. In contrast, space, layout, and
function elements do not show a significant influence. Meanwhile, at Sanya Phoenix International
Airport Terminal 2, Hainan, China, it shows that environmental conditions, space, layout, and
function elements and signs, symbols, and artifacts do not positively influence tourist satisfaction.
This study provides insight into the importance of airport design and services in improving the
tourist experience. These findings are expected to be a reference for airport managers to improve
the quality of services and facilities offered.
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