PENGARUH KINERJA PERSONEL GROUND SUPPORT EQUIPMENT (GSE) TERHADAP KETEPATAN WAKTU PADA MASKAPAI CITILINK DI BANDAR UDARA INTERNASIONAL I GUSTI NGURAH RAI BALI

ABSTRAK

Ketepatan waktu penerbangan merupakan salah satu indikator utama kualitas
pelayanan maskapai yang berpengaruh terhadap kepuasan pelanggan. Pada
operasional maskapai Citilink di Bandar Udara Internasional I Gusti Ngurah Rai
Bali masih ditemukan keterlambatan penerbangan yang berkaitan dengan aktivitas
pelayanan pesawat di darat (ground handling), khususnya yang melibatkan personel
Ground Support Equipment (GSE). Penelitian ini bertujuan untuk mengetahui
pengaruh kinerja personel GSE terhadap ketepatan waktu penerbangan pada
maskapai Citilink. Penelitian menggunakan pendekatan kuantitatif dengan metode
deskriptif. Pengumpulan data dilakukan melalui kuesioner yang diberikan kepada
62 personel GSE serta didukung oleh data operasional penerbangan. Pengukuran
variabel dilakukan melalui indikator keterampilan, disiplin kerja, kepatuhan
terhadap prosedur operasional, tanggung jawab, dan koordinasi kerja. Analisis data
dilakukan menggunakan skala Likert dan regresi linear sederhana. Hasil penelitian
menunjukkan bahwa kinerja personel GSE berpengaruh signifikan terhadap
ketepatan waktu penerbangan dengan persamaan regresi Y = -7,648 + 1,022X. Hasil
uji t menunjukkan nilai t hitung sebesar 9,402 lebih besar daripada t tabel sebesar
1,999 dengan tingkat signifikansi 0,000 (< 0,05), sehingga H₀ ditolak dan H₁
diterima. Hasil uji koefisien determinasi menunjukkan nilai R Square sebesar 0,596
yang berarti kinerja personel GSE mampu menjelaskan pengaruh terhadap
ketepatan waktu penerbangan sebesar 59,6%, sedangkan 40,4% dipengaruhi oleh
faktor lain di luar penelitian. Dengan demikian, kinerja personel GSE memiliki
pengaruh signifikan dan kontribusi yang cukup besar terhadap ketepatan waktu
penerbangan pada maskapai Citilink di Bandar Udara Internasional I Gusti Ngurah
Rai Bali.
Kata kunci: Kinerja Personel GSE, Ketepatan Waktu Penerbangan, Citilink, Transportasi Udara
=================================================================

ABSTRACT

Flight punctuality is one of the primary indicators of airline service quality
and significantly influences customer satisfaction. In the operations of Citilink at I
Gusti Ngurah Rai International Airport, Bali, flight delays are still encountered in
aircraft ground handling activities, particularly those involving Ground Support
Equipment (GSE) personnel. This study aims to determine the effect of GSE
personnel performance on flight punctuality at Citilink. The study employed a
quantitative approach with a descriptive method. Data were collected through
questionnaires distributed to 62 GSE personnel and supported by operational flight
data. The research instrument was developed based on indicators of skills,
discipline, compliance with Standard Operating Procedures (SOP), responsibility,
and work coordination. Data were analyzed using a Likert scale and simple linear
regression. The results indicate that GSE personnel performance has a significant
effect on flight punctuality, as reflected in the regression equation Y = -7.648 +
1.022X. The t-test result shows that the calculated t-value of 9.402 is greater than
the t-table value of 1.999, with a significance level of 0.000 (< 0.05), indicating that
H₀ is rejected and H₁ is accepted. The coefficient of determination test shows an R
Square value of 0.596, which means that GSE personnel performance explains
59.6% of the variation in flight punctuality, while the remaining 40.4% is influenced
by other factors outside the scope of this study. Therefore, GSE personnel
performance has a significant effect and a substantial contribution to flight
punctuality at Citilink operating at I Gusti Ngurah Rai International Airport, Bali.
Keywords: GSE Personnel Performance, On Time Performance (OTP), Citilink,
Air Transportation