THE ROLE OF GOVERNMENT REGULATIONS / POLICIES IN PERSPECTIVE OF CUSTOMER SATISFACTION FOR IMPROVING PERFORMANCE OF AIRPORT SERVICE IN INDONESIA
Air transportation in Indonesia became one of the most favorite choices for travellers since the implementation of the low-cost-carrier in the early 2000s. Users of air transport have been increasing from year to year significantly. In line with this, unfortunately still in low quality of air transport services such as flight delay, ticket brokers, lost/broken baggage, parking space, queue at check-in and security check process, and so on. Therefore, it is important to fix the problems in air transport to be better in the future. To achieve maximum service, not only the role of the operator, but the role of regulator also important. This research will examine the government policies relating to the airport service performance from the perspective of customer satisfaction. The aim of this research is to analyze whether the existing government policies or regulation have adequate enough to guarantee passenger satisfaction in term of airport services.