EVALUASI KINERJA PELAYANAN PERSONEL AVIATION SECURITY (AVSEC) DALAM MENINGKATKAN KEPUASAN PENUMPANG DI PASSENGER SECURITY CHECK POINT (PSCP) BANDAR UDARA INTERNASIONAL I GUSTI NGURAH RAI BALI PENDEKATAN IPA DAN CSI

Pelayanan Aviation Security (Avsec) memiliki peran penting dalam menjaga keamanan penerbangan sekaligus memberikan kenyamanan kepada penumpang selama proses pemeriksaan keamanan. Penelitian ini bertujuan untuk mengevaluasi kinerja pelayanan personel Avsec terhadap kepuasan penumpang di Passenger Security Check Point (PSCP) Bandar Udara Internasional I Gusti Ngurah Rai Bali. Penelitian ini menggunakan metode kuantitatif dengan jumlah responden sebanyak 100 penumpang. Pengumpulan data dilakukan melalui penyebaran kuesioner, kemudian dianalisis menggunakan metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA). Hasil penelitian menunjukkan bahwa nilai Customer Satisfaction Index (CSI) sebesar 82,82% yang berada pada kategori sangat puas. Hal ini menunjukkan bahwa pelayanan personel Avsec secara umum telah memenuhi harapan penumpang. Hasil Importance Performance Analysis (IPA) menunjukkan terdapat delapan atribut pelayanan yang berada pada Kuadran I (Prioritas Utama), yaitu atribut pelayanan 8, 9, 10, 11, 22, 30, 32, dan 34 yang perlu menjadi fokus perbaikan. Sebagian besar aspek lainnya berada pada Kuadran II (Pertahankan Prestasi) yang menunjukkan bahwa kinerja pelayanan telah sesuai dengan tingkat kepentingan yang dirasakan penumpang dan perlu dipertahankan. Berdasarkan hasil penelitian, dapat disimpulkan bahwa kinerja pelayanan personel Avsec di PSCP Bandar Udara Internasional I Gusti Ngurah Rai Bali telah memberikan tingkat kepuasan yang sangat tinggi kepada penumpang. Namun demikian, peningkatan kualitas pelayanan tetap perlu dilakukan pada atribut pelayanan yang menjadi prioritas utama agar kepuasan penumpang dapat terus ditingkatkan.

Kata Kunci : Aviation Security (Avsec), evaluasi kinerja pelayanan, kepuasan penumpang, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI).

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Aviation Security (Avsec) services play an important role in maintaining aviation security while ensuring passenger comfort throughout the security screening process. This study aims to evaluate the performance of Aviation Security (Avsec) personnel services on passenger satisfaction at the PSCP (Passenger Security Check Point) of I Gusti Ngurah Rai International Airport, Bali. This study employed a quantitative research method involving 100 passengers as respondents. Data were collected through questionnaires and analyzed using the CSI (Customer Satisfaction Index) and IPA (Importance Performance Analysis) methods. The reliability test results indicated that the research instrument was reliable, with a Cronbach’s Alpha value of 0.933 for the service performance variable and 0.939 for the passenger satisfaction variable. The results showed that the CSI value was 82.82%, which falls into the very satisfied category. This indicates that, in general, the services provided by Avsec personnel have met passengers’ expectations. The results of the IPA revealed that eight service attributes were categorized in Quadrant I (Main Priority), namely attributes 8, 9, 10, 11, 22, 30, 32, and 34, which require immediate improvement. Most of the remaining attributes fall within Quadrant II (Keep Up the Good Work), indicating that the performance of the services provided has corresponded to the level of importance perceived by passengers. Therefore, these attributes should be consistently maintained to ensure sustained passenger satisfaction and service quality. Based on the findings, it can be concluded that the service performance of Avsec personnel at the PSCP of I Gusti Ngurah Rai International Airport has generated a very high level of passenger satisfaction. Nevertheless, service quality improvement efforts should continue to focus on the attributes categorized as main priorities to further enhance passenger satisfaction.

Keywords : Aviation Security (Avsec), service performance, passenger satisfaction, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI).