Assessing the impact of SkyTrain services on passenger experience and mobility in Indonesia airport

This paper investigates how Skytrain's service quality, facilities, and accessibility impact passenger satisfaction by examining the role of passenger mobility. The goal is to enhance the airport's competitiveness and brand recognition by offering insights for airport management to improve customer experience and Skytrain services. Information was collected from 100 individuals through a quantitative research approach. Structured questionnaires were administered to Skytrain users, and Smart PLS analysis was conducted to identify the correlations among variables. The results reveal that passenger satisfaction is significantly influenced by facilities, accessibility, and mobility. Furthermore, facilities and accessibility have a direct impact on passenger mobility, making them essential in ensuring smooth airport travel Service quality was found to adversely influence passenger mobility, and it fails to mediate the linkage between service quality and passenger satisfaction. This represents a highly significant finding with regard to terms of using managerial techniques to improve Skytrain services, especially facilities and accessibility which should enhance the experience and mobility of passengers. In the future, it's important to address any concerns about service quality for a hassle-free travel experience.