PROSEDUR OPERASIONAL STANDAR CUSTOMER SERVICE DI BANDAR UDARA INTERNASIONAL JUANDA

MAULANA FIRMANSYAH, Cerry Surya Pradana, S.S., M.Sc.

2018 | Tugas Akhir | D3 PARIWISATA

Tugas Akhir ini mengkaji tentang bagaimana penerapan Standar Operasional Prosedur Customer Service di Bandara Udara Internasional Juanda. Metode yang digunakan adalah metode penelitian kualitatif dengan teknik pengumpulan data berupa observasi langsung di Bandara Juanda, wawancara dengan para narasumber yang dapat memberikan informasi secara akurat serta menggunakan studi dokumen dan studi pustaka untuk mendapatkan data yang dibutuhkan kemudian dilakukan analisis data. Hasil penelitian menunjukkan bahwa staf Customer Service di bandara telah menerapkan Prosedur Operasional Standar (POS) secara baik. Pelaksanaan Prosedur Operasional Standar yang baik membuat pengguna jasa merasa nyaman serta terbantu kebutuhannya selama di bandara.

The final project of this review about how the application of Standard Operational procedure of Customer Service at Juanda international airport. The research uses in qualitative method with data collection techniques in the form of direct observation at Juanda international airport, interviews with the resource person who can provide information accurately and using the study day documents and Literature studies to obtain the required data and then happen to do data analysis The results showed that the Customer Service staff at the airport has implemented a Standard Operating Procedure (SOP) well enough. The implementation of Standard Operating Procedures that either make service users feel at ease and helped his needs while at the airport.

Kata Kunci : Kata Kunci: Prosedur Operasional Standar(POS), Bandar Udara Internasional Juanda, Customer Service, Pelayanan.