LE ROLE DU SERVICE A LA CLIENTELE EN RESOLVANT LES PROBLEMES DES PASSAGERS A L'AEROPORT I GUSTI NGURAH RAI

MUHAMMAD RIDWAN, RINA WIDIASTUTI, S.S.,M.A

2017 | Tugas Akhir | D3 BAHASA PRANCIS SV

Tugas akhir ini membahas tentang pengalaman saya selama menjalani masa magang di Customer Service and Hospitality khususnya Customer Service Operasional Terminal Internasional. Angkasa Pura Airports merupakan pelopor pengusahaan kebandarudaraan secara komersial di Indonesia bermula sejak tahun 1962. Saat ini, Angkasa Pura Airports mengelola 13 (tiga belas) bandara di kawasan tengah dan timur Indonesia, salah satunya adalah Bandar Udara Internasional I Gusti Ngurah Rai Bali. Selama magang saya mempelajari berbagai permasalahan para penumpang yang terjadi di area International Departure di Bandar Udara I gusti Ngurah Rai Bali. Tujuan laporan ini untuk mengetahui berbagai permasalahan para penumpang yang terjadi di area International Departure di Bandar Udara I gusti Ngurah Rai Bali, serta bagaimana peran customer service dalam membantu mengatasi permasalahan tersebut guna meningkatkan kualitas pelayanan di instansi terkait.

This final project is about my experience during a period of internship in the Customer Service and Hospitality section, especially Customer Service of Operational in International Terminal. Angkasa Pura Airports history as the pioneer of airport commercial exploitation in Indonesia began at 1962. Currently, Angkasa Pura Airports manages 13 airports in Indonesia, one of which is I Gusti Ngurah Rai International Airport. During my internship, I studied about the problems of the passengers in the International Departure area at the airport. The purpose of this final project is to know the problems of the passangers in the International Departure area at the I Gusti Ngurah Rai Airport, and how the customer service role in helping overcome these problems in order to improve the quality of service in relevant agencies.

Kata Kunci : Customer Service, PT. Angkasa Pura 1 (Persero), Bandar Udara I Gusti Ngurah Rai, Permasalahan, Keberangkatan Internasional