ANALISIS KUALITAS PELAYANAN DI TERMINAL KEDATANGAN DALAM MENDUKUNG KELANCARAN PERGERAKAN PENUMPANG TRANSIT DOMESTIK MENUJU RUANG TUNGGU DI BANDAR UDARA INTERNASIONAL JUANDA

Bandar Udara Internasional Juanda sebagai salah satu bandar udara dengan
tingkat mobilitas tinggi di Indonesia menghadapi tantangan dalam memberikan
pelayanan yang efektif dan efisien di terminal kedatangan domestik. Penelitian ini
bertujuan untuk menganalisis kondisi pelayanan, kendala yang dihadapi
penumpang, serta upaya peningkatan kualitas pelayanan penumpang transit
domestik menuju ruang tunggu di Bandar Udara Internasional Juanda. Penelitian
ini menggunakan pendekatan kualitatif dengan teknik pengumpulan data berupa
observasi, wawancara, dan studi dokumentasi. Observasi dilakukan secara
langsung di terminal kedatangan domestik untuk melihat kondisi fasilitas dan alur
pergerakan penumpang. Wawancara dilakukan kepada petugas ground handling,
supervisor, dan penumpang transit untuk memperoleh informasi yang lebih
mendalam terkait pelayanan yang diberikan. Analisis data dilakukan dengan
mengacu pada konsep kualitas pelayanan (SERVQUAL) yang meliputi aspek
tangible, reliability, responsiveness, assurance, dan empathy. Hasil penelitian
menunjukkan bahwa kualitas pelayanan di terminal kedatangan domestik secara
umum telah berjalan dengan baik, ditunjukkan dari kondisi fasilitas yang
memadai, kebersihan area, serta sikap petugas yang ramah dan responsif. Namun,
masih terdapat kendala pada aspek sistem informasi berupa petunjuk arah
(signage) yang belum sepenuhnya jelas, serta alur pergerakan penumpang yang
masih bercampur dengan penumpang tujuan akhir. Selain itu, pada kondisi
tertentu juga ditemukan antrean pada area Security Check Point (SCP) yang dapat
menghambat kelancaran pergerakan penumpang. Berdasarkan hasil penelitian
tersebut, dapat disimpulkan bahwa kualitas pelayanan memiliki peran yang
penting dalam mendukung kelancaran pergerakan penumpang transit domestik.
Oleh karena itu, diperlukan peningkatan pada aspek sistem informasi, pengelolaan
alur pergerakan, serta fasilitas pendukung agar pelayanan menjadi lebih optimal,
efektif, dan efisien.
Kata Kunci: Kualitas Pelayanan, Penumpang Transit, Bandar Udara, Signage,
Ground Handling

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Juanda International Airport, as one of the busiest airports in Indonesia,
faces challenges in providing effective and efficient services at its domestic arrival
terminal. This study aims to analyze service conditions, the challenges faced by
passengers, and efforts to improve the quality of service for domestic transit
passengers heading to the waiting area at Juanda International Airport. This
study employs a qualitative approach using data collection techniques such as
observation, interviews, and document analysis. Observations were conducted
directly at the domestic arrival terminal to assess facility conditions and
passenger flow patterns. Interviews were conducted with ground handling staff,
supervisors, and transit passengers to gather in-depth information regarding the
services provided. Data analysis was conducted based on the service quality
concept (SERVQUAL), which encompasses the aspects of tangibles, reliability,
responsiveness, assurance, and empathy. The results of the study indicate that
service quality at the domestic arrival terminal is generally satisfactory, as
evidenced by adequate facilities, clean surroundings, and staff who are friendly
and responsive. However, there are still challenges regarding the information
system, such as signage that is not entirely clear, and passenger flow that remains
intermingled with that of final-destination passengers. Additionally, under certain
conditions, queues form at the Security Check Point (SCP), which can hinder the
smooth flow of passengers. Based on the results of this study, it can be concluded
that service quality plays a crucial role in supporting the smooth flow of domestic
transit passengers. Therefore, improvements are needed in the areas of
information systems, movement flow management, and supporting facilities to
ensure that services become more optimal, effective, and efficient.
Keywords: Service Quality, Transit Passengers, Airports, Signage, Ground
Handling.