PERAN UNIT CHECK-IN COUNTER DAN BOARDING GATE DALAM MENCAPAI EXCELLENT SERVICES DI PT. JASA ANGKASA SEMESTA BANDAR UDARA INTERNASIONAL ADISUTJIPTO YOGYAKARTA

NANDA NURBUANA R, Elisa Dwi Rohani, S.E., M.Sc.; Fahmi Prihantoro, S.S., S.H., M.A.

2015 | Tugas Akhir | D3 KEPARIWISATAAN SV

Tugas akhir ini berjudul Peran Unit Check-In Counter Dan Boarding Gate Dalam Mencapai Excellent Services Di PT. Jasa Angkasa Semesta Bandar Udara Internasional Adisutjipto Yogyakarta, dan memiliki tujuan agar staf bagian Check-in dan Boarding Gate dapat memberi pelayanan prima atau execellent services yang berdampak positif bagi kepuasan calon penumpang. Dalam menyusun tugas akhir ini penulis menggunakan beberapa macam metode penelitian diantaranya observasi partisipatif atau praktik kerja lapangan, metode wawancara, dokumentasi, serta bersumber dari studi pustaka. Hasil penelitian yang dilakukan oleh penulis memuat beberapa bahasan, seperti apa saja langkah yang dilakukan staf pasasi sesuai Standard Operasional Prosedur (SOP) agar tercapai pelayanan prima yang diinginkan, lalu bagaimana upaya yang dilakukan agar staf pasasi dapat meningkatkan kualitas diri dalam memberi excellent services, dan juga proses serta langkah-langkah yang dilakukan mulai dari melayani calon penumpang di check-in counter hingga ke boarding gate.

This study has a title The role of Chek-in Counter and Borading Gate to goals the excellent services in PT. Jasa Angkasa Semesta Adisutjipto International Airport, and has the goal of keeping the staff section Check-in and Boarding Gate can provide excellent service that positively impact the satisfaction of passengers. In compiling this thesis the author uses several kinds of research methods including participatory observation or job training, interview, documentation, as well as derived from the literature. Results of research conducted by the author includes several topics , such as what are the steps taken by the staff pasasi according to the Standard Operating Procedure ( SOP ) in order to achieve the desired excellent service , and how the efforts made in order to improve the quality of staff pasasi ourselves in providing excellent services , and also the process and the steps undertaken start serving passengers at check-in counters to the boarding gate.

Kata Kunci : pelayanan prima,check-in, pintu keberangkatan