PENGARUH KINERJA PERSONEL GROUND HANDLING PT. GAPURA ANGKASA DALAM MENANGANI ARRIVAL BAGGAGE TERHADAP TINGKAT KEPUASAN PENUMPANG DI BANDAR UDARA EL TARI KUPANG

Personel ground handling memiliki peran penting dalam mendukung
kelancaran operasional bandara, khususnya dalam penanganan bagasi kedatangan
(arrival baggage). Di Bandara El Tari Kupang, masih ditemukan keluhan
penumpang seperti keterlambatan bagasi, kerusakan, serta kurangnya komunikasi
dari petugas. Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh
kinerja personel ground handling PT. Gapura Angkasa terhadap tingkat kepuasan
penumpang atas layanan arrival baggage.
Penelitian ini menggunakan metode deskriptif kuantitatif dengan
penyebaran kuesioner kepada 134 penumpang maskapai Garuda Indonesia dan
Citilink. Instrumen penelitian mengacu pada indikator kinerja seperti ketepatan
waktu, keamanan, keramahan, dan responsivitas petugas. Data dianalisis
menggunakan uji validitas, reliabilitas, statistik deskriptif, serta regresi linear
sederhana melalui bantuan software SPSS. Hasil observasi juga mendukung temuan
kuesioner mengenai keterlambatan dan ketidaksesuaian prosedur penanganan
bagasi di lapangan.
Hasil analisis menunjukkan bahwa kinerja personel ground handling berada
pada kategori cukup baik, dengan nilai rata-rata 2,66, dan tingkat kepuasan
penumpang sebesar 2,67. Uji regresi menunjukkan nilai koefisien 0,571 dan
signifikansi 0,000, yang berarti terdapat pengaruh positif dan signifikan antara
kinerja personel terhadap kepuasan penumpang. Temuan ini menegaskan
pentingnya peningkatan kualitas layanan, khususnya dalam ketepatan waktu dan
etika pelayanan, guna menciptakan pengalaman perjalanan yang memuaskan bagi
pengguna jasa di Bandara El Tari Kupang.
Kata Kunci: Kinerja Personel, Ground Handling, Arrival Baggage, Tingkat
Kepuasan Penumpang, PT Gapura Angkasa, Bandara Udara El Tari Kupang
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Ground handling personnel play a crucial role in supporting airport operations,
particularly in the handling of arrival baggage. At El Tari Airport in Kupang, there have
been ongoing passenger complaints regarding baggage delays, damage, and poor
communication from staff. This study aims to determine the extent to which the performance
of ground handling personnel at PT. Gapura Angkasa influences passenger satisfaction
with arrival baggage services.
This research uses a descriptive quantitative method by distributing questionnaires
to 134 passengers of Garuda Indonesia and Citilink airlines. The research instrument
refers to performance indicators such as timeliness, baggage safety, staff friendliness, and
responsiveness. Data were analysed using validity and reliability tests, descriptive
statistics, and simple linear regression with SPSS software. Field observations further
supported the questionnaire findings, particularly regarding delays and procedural
inconsistencies in baggage handling.
The results show that the performance of ground handling personnel is considered
fairly good, with an average score of 2.66, while passenger satisfaction is rated at 2.67.
The regression test produced a coefficient value of 0.571 with a significance level of 0.000,
indicating a positive and significant influence of staff performance on passenger
satisfaction. These findings highlight the importance of improving service quality,
particularly in terms of timeliness and service etiquette, to ensure a more satisfying travel
experience for passengers at El Tari Airport.
Keywords: Ground handling, arrival baggage, staff performance, passenger satisfaction,
El Tari Airport.