Evaluation of The Business Process of International to Domestic Passenger Transit Service Facilities at Kualanamu International Airport

Abstract

This qualitative case study assesses the specialized international-to-domestic transit facilities at Kualanamu International Airport, western Indonesia's key aviation hub, targeting operational efficiency and passenger satisfaction. The multi-method framework includes field observations of passenger flows, semi-structured interviews with seven stakeholder groups (e.g., airport operators, immigration, customs, airlines), SERVQUAL surveys of 58 transit passengers, and Business Process Model and Notation (BPMN) for "as-is" and "to-be" process mapping. These tools probe transit bottlenecks and service quality via SERVQUAL's dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Results highlight striking efficiency advances. Processing times fell from 50 minutes to under 10 minutes, securing an 86.66% improvement through fused screening for immigration, electronic customs declarations, and joint security-customs X-rays. The facility supports up to 150 passengers per operation, chiefly on pilgrimage routes from Saudi Arabia to destinations like Padang and Pekanbaru. SERVQUAL data show solid satisfaction (good to excellent), led by responsiveness (4.4, for swift staff aid) and tangibles (4.1, for hygienic, cozy spaces). Reliability lagged at 3.8, stressing procedural consistency. The facilities streamline services, curbing connection failures and boosting experiences in multi-stakeholder settings. Yet digital fragmentation, visa access barriers, and loose coordination linger. Managerial strategies urge: (1) Real-time digital tools for data alignment and pre-transit apps to hasten flows; (2) In-facility banking for easy visas; (3) Endorsed SOPs and SLAs to normalize and scale to commercial flights. These steps fortify Kualanamu's hub role, lure airlines, spur tourism, and guide optimization in developing airports, driving aviation sustainability.