HUBUNGAN PELATIHAN HOSPITALITY DENGAN PENINGKATAN PELAYANAN PERSONEL AVIATION SECURITY (AVSEC) DI BANDAR UDARA INTERNASIONAL I GUSTI NGURAH RAI BALI

Industri penerbangan menuntut personel Aviation Security (AVSEC) tidak hanya kompeten dalam aspek teknis keamanan, tetapi juga mampu memberikan pelayanan sesuai standar yang berlaku. Penelitian ini bertujuan untuk mengetahui hubungan antara pelatihan hospitality dengan peningkatan pelayanan personel Aviation Security (AVSEC), serta mengukur tingkat kekuatan dan signifikansi hubungan tersebut di Bandar Udara Internasional I Gusti Ngurah Rai Bali. Metode yang digunakan adalah kuantitatif dengan pendekatan asosiatif. Sampel berjumlah 66 responden yang dipilih menggunakan teknik proportionate stratified random sampling dari total populasi 197 personel AVSEC unit Screening and Surveillance Security di Passenger Security Check Point (PSCP) Domestik. Pengumpulan data dilakukan melalui kuesioner berskala Likert, sedangkan analisis data menggunakan uji korelasi Rank Spearman dengan bantuan IBM SPSS Statisctics. Hasil penelitian menunjukkan nilai koefisien korelasi sebesar 0,796 dengan nilai signifikansi 0,000 < 0,05, yang mengindikasikan adanya hubungan positif, sangat kuat, dan signifikan antara pelatihan hospitality dengan peningkatan pelayanan personel AVSEC. Peningkatan pelayanan tersebut tercermin pada lima dimensi SERVQUAL, yaitu tangibles, reliability, responsiveness, assurance, dan empathy. Disimpulkan bahwa semakin baik pelaksanaan pelatihan hospitality, semakin optimal pula pelaksanaan pelayanan personel AVSEC dalam menjalankan tugas sesuai standar operasional yang berlaku.
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The aviation industry requires Aviation Security (AVSEC) personnel to be competent not only in technical security aspects, but also capable of delivering service in accordance with applicable standards. This study aims to determine the relationship between hospitality training and the improvement of AVSEC personnel service quality, as well as to measure the strength and significance of that relationship at I Gusti Ngurah Rai International Airport Bali. A quantitative method with an associative approach was employed in this study. The sample consisted of 66 respondents selected through proportionate stratified random sampling from a total population of 197 personnel assigned to the Domestic Passenger Security Check Point (PSCP) in Screening and Surveillance Security unit. Data were collected using a likert-scale questionnaire and analyzed through Spearman Rank correlation test with the assistance of IBM SPSS Statistics. The results revealed a correlation coefficient of 0,796 with a significance value of 0,000 < 0,05, indicating a positive, very strong, and significant relationship between hospitality training and the improvement was reflected across five SERVQUAL dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. It is concluded that the better the implementation of hospitality training, the more optimal the service performance of AVSEC personnel in carrying out their duties in accordance with applicable operational standards.