Pengaruh Pelayanan Keamanan Petugas AVSEC Terhadap Kepuasan Penumpang Di Bandar Udara Banyuwangi

Authors

  • Cipto Indrawan Bhakti Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta
  • Raden Fatchul Hilal Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta

DOI:

https://doi.org/10.31316/jk.v6i1.2606

Abstract

Abstrak

Berdasarkan kejadian yang ada, petugas AVSEC hampir saja menangkap seorang penumpang Garuda Indonesia atas kritikannya yang dianggap menghina oleh petugas AVSEC. Sementara itu, Executive General Manager (EGM) Bandara Internasional Kualanamu Deliserdang Bayuh Iswantoro diminta menindak tegas departemen keamanan penerbangan Bandara Internasional Kualanamu (KNIA) Kasus tersebut membuat citra pelayanan AVSEC kurang baik dikalangan pengguna jasa transportasi udara. Penelitian ini bertujuan 1) Untuk mengetahui pengaruh pelayanan keamanan Aviation Security (AVSEC) terhadap kepuasan penumpang diBandar Udara Banyuwangi. 2) Untuk mengetehui berapa besar pengaruh pelayanan keamanan Aviation Security (AVSEC) terhadap kepuasan penumpang diBandar Udara Banyuwangi. Penelitian ini dilakukan dengan menggunakan pendekatan kuantitatif inferensial. Instrumen penelitian terdiri dari kuesioner, dokumentasi, dan wawancara. Analisis data dilakukan dengan menggunakan analisis regresi linier sederhana. Untuk melakukan analisis regresi linier sederhana peneliti menggunakan alat bantu software SPSS. Hasil penelitian menunjukkan bahwa 1) Terdapat pengaruh pelayanan kemanan petugas AVSEC terhadap kepuasan penumpang di Bandar Udara Banyuwangi.  Pada praktik dilapangan, diketahui bahwa ada 6 aspek yang membuat penumpang merasa puas, diantaranya adalah pemeriksaan terhadap izin masuk penumpang berdasarkan issued tiket dengan ramah, pemeriksaan terhadap barang bawaan penumpang dengan berpeoman pada SOP, mengarahkan penumpang pada pemeriksaan X-Ray yang ada berdasarkan panduan yang ada, tanggap dalam menyelesaikan masalah dilapangan. 2) Pelayanan petugas AVSEC memberikan besar kontribusi terhadap kepuasan penumpang di Bandar Udara Banyuwangi sebesar 59,5 %.

Kata Kunci: Pelayanan Keamanan, Aviation Security, Kepuasan Penumpang

 

Abstract

Existence As a result of the incident, AVSEC officials were about to arrest Garuda Indonesia passengers on criticism that AVSEC officials found unpleasant. Meanwhile, Bayu Iswantro, Executive General Manager (EGM) at Kualanamu International Airport (EGM), has been urged by the Kualanamu International Airport (KNIA) Aviation Security Department to take decisive action. The purpose of this study is to 1) clarify the effect of aviation security services (AVSEC) on passenger satisfaction at Banyuwangi Airport. 2) Find out how aviation security (AVSEC) affects passenger satisfaction at Banyuwangi Airport. This study was conducted using an inference quantitative approach. The survey method consisted of questionnaires, documentation, and interviews. The data analysis was performed using a simple linear regression analysis. To perform a simple linear regression analysis, researchers used SPSS software tools. As a result, 1) passenger satisfaction at Banyuwangi Airport was affected by the security services of AVSEC staff. Practices in this area include checking passengers' entry permits based on kindly issued tickets, checking passengers' baggage with reference to SOPs, and routing passengers to existing X-ray inspections provided under guidelines. It is known that there are six aspects to satisfying passengers. available, responsive in solving problems in the field. 2) The service of AVSEC officers makes a major contribution to passenger satisfaction at Banyuwangi Airport by 59.5%.

Keywords: Security Services, Aviation Security, Passenger Satisfaction

References

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Published

2022-05-17

Issue

Vol. 6 No. 1 (2022): June 2022

Section

Articles

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Copyright (c) 2022 Cipto Indrawan Bhakti, Raden Fatchul Hilal

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