Strategi Transformasi Budaya Pelayanan Studi Pada PT Angkasa Pura II

Yuliana Rakhmawati Fransiska, Rusdi Akbar M.Sc., Ph.D., CMA., Ak., CA.,

2023 | Tesis | S2 MANAJEMEN (MM) JAKARTA

Sepanjang tahun 2022, Contact Center PT Angkasa Pura II (PT AP II)
mencatat bahwa terdapat 626 keluhan yang masuk ke Layanan Contact Center 138.
Keramahan petugas bandara menjadi peringkat ketiga teratas yang paling banyak
dikeluhkan oleh pelanggan dimana petugas bandara dinilai kurang ramah. Sejalan
dengan telah dibentuknya Holding Ekosistem Pariwisata dan Pendukung atau
Injourney, PT AP II sebagai anggota Holding melakukan suatu transformasi budaya
pelayanan (service culture transformation) yang menonjolkan Hospitality sebagai
ciri khas budaya Indonesia.
Sejalan dengan Visi Injourney yaitu ““To be the leading tourism
ecosystem in the region, providing memorable experience through Indonesian
hospitality”, PT AP II berkomitmen untuk mentransformasikan budaya pelayanan.
Penelitian ini mengeksplorasi strategi transformasi budaya pelayanan yang tengah
dilakukan perusahaan yang dipengaruhi oleh faktor budaya perusahaan/corporate
culture, strategi pelayanan/service strategy dan kepemimpinan pelayanan/service
leadership. Menggunakan analisis PESTEL, analisis SWOT dan Resource-Based
View, diperoleh kesimpulan bahwa budaya pelayanan keramah-tamahan
berpeluang menjadi sumber keunggulan perusahaan/sustained competitive
advantage berkelanjutan dengan manajemen yang baik.

of sustainable competitive advantage with good management.
is concluded that hospitality service culture has the opportunity to become a source
leadership. Using PESTEL analysis, SWOT analysis and Resource-Based View, it
company which is influenced by corporate culture, service strategy and service
explores the service culture transformation strategy being carried out by the
hospitality", PT AP II is committed to transforming service culture. This research
ecosystem in the region, providing memorable experiences through Indonesian
In line with Injourney's vision, namely ""To be the leading tourism
emphasizes Hospitality as a characteristic of Indonesian culture.
AP II as a member of the Holding carries out a service culture transformation that
establishment of the Tourism and Supporting Ecosystem Holding or Injourney, PT
customers where airport officials are considered less friendly. In line with the
The friendliness of airport officials is the third top rank most complained about by
noted that there were 626 complaints that entered the 138 Contact Center Service.
Throughout 2022, the Contact Center of PT Angkasa Pura II (PT AP II)

Kata Kunci : udaya Pelayanan, PT Angkasa Pura II, PESTEL, Resources-Based View, SWOT.