Upaya Peningkatan Kualitas Pelayanan Pada Unit Informasi Bandar Udara Fransiskus Xaverius Seda Maumere

Abstract

The information unit is one of the important service units at an airport because it plays a role in providing information needed by passengers and other airport service users. This study aims to describe the quality of services provided by the Information Unit at Fransiskus Xaverius Seda Airport, Maumere, identify the obstacles encountered, and analyze efforts to improve service quality. The methods used in this study were observation, interviews, and documentation conducted during the Field Work Practice (PKL) activities. The results show that the Information Unit plays an important role in providing flight schedule information, arrival and departure information, airport facility information, and other services needed by passengers. The activities carried out by the author included assisting passengers, providing flight information, answering passenger questions, and delivering announcements through the airport public address system. Based on the SWOT analysis, the strengths of the Information Unit include friendly officers, relatively accurate information, and good coordination among officers. However, several weaknesses were identified, including limited human resources and supporting facilities. Therefore, efforts to improve service quality can be carried out through improving employee competence, optimizing supporting facilities, utilizing information technology, and conducting continuous service evaluations.