Analisis Kinerja Staf Terminal Service Officer dalam Melakukan Pengawasan terhadap Sisi Darat Bandar Udara Internasional Hang Nadim Batam
DOI:
https://doi.org/10.54065/ijed.6.2.2026.669Kata Kunci:
Kinerja Staf, Terminal Servicer Officer, Sisi Darat, Digitalisasi PelaporanAbstrak
Bandar Udara Internasional Hang Nadim Batam merupakan salah satu pintu gerbang udara penting di Indonesia yang melayani lalu lintas penumpang yang terus berkembang. Hal ini menuntut kesiapan fasilitas sisi darat yang didukung pengawasan optimal oleh Terminal Service Officer, seiring kemajuan teknolgi digital. Penelitian ini bertujuan menganalisis kinerja staf Terminal Service Officer dalam pengawasan sisi darat dan penerapan Standar Operasional Prosedur berbasis digital. Penelitian ini menggunakan metode kualitatif deskriptif. Teknik pengumpulan data menggunakan metode wawancara mendalam staf Terminal Service Officer, oberservasi langsung di area terminal, serta dokumentasi berupa dokumen Standar Operasional Prosedur No: PM/BTH-ASS/LO-02 serta regulasi PM No. 41 Tahun 2023. Validitas data dipastikan melalui integritas data hasil wawancara dan pengamatan lapangan secara real-time. Hasil penelitian menemukan bahwa kinerja staf Terminal Service Officer sangat optimal dalam menjaga standar pelayanan melalui penggunaan alat ukur presisi dan sistem pelaporan digital. Transformasi ke platform digital berhasil mempercepat response time terhadap kerusakan fasilitas dan meningkatkan integritas data. Manajemen perlu memaksimalkan strategi penagwasan pada jam sibuk agar tidak menjadi penurunan kualitas pelayanan akibagt lonjakaan penumpang di area terminal.
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