TINGKAT PENGGUNAAN SELF CHECK-IN KIOSK (SCK) DAN KEPATUHAN ON-TIME PERFORMANCE (OTP) PADA PENERBANGAN DOMESTIK DI BANDAR UDARA INTERNASIONAL JUANDA SURABAYA

Penelitian ini bertujuan untuk mengevaluasi persentase tingkat penggunaan
fasilitas Self Check-In Kiosk (SCK) dan tingkat kepatuhan On-Time Performance
(OTP) pada maskapai penerbangan domestik di Terminal 1 Bandar Udara
Internasional Juanda Surabaya. Metode yang digunakan adalah kuantitatif
deskriptif berdesain variabel mandiri dengan menganalisis populasi data sekunder
historis dari laporan kinerja operasional PT Angkasa Pura sepanjang periode
Januari hingga Desember 2025. Hasil penelitian menunjukkan bahwa pemanfaatan
SCK belum optimal di angka 12,08%, sehingga 87,92% penumpang masih sangat
bergantung pada konter pelaporan konvensional maupun daring. Pada evaluasi
OTP, maskapai seperti Garuda Indonesia (66%–99%), Pelita Air (65%–98%), dan
Citilink (tertinggi 96,31%) berhasil mendominasi capaian di atas Standar Pelayanan
Minimum (≥ 80%), berbanding terbalik dengan maskapai bervolume masif seperti
Lion Air (27%–61,65%) dan Batik Air (31%–77,02%) yang secara persisten berada
di bawah ambang batas toleransi. Melalui penelitian ini, pengelola bandar udara
diharapkan dapat mengoptimalkan edukasi SCK kepada penumpang, sementara
maskapai diharapkan mampu memperketat pengawasan waktu putar pesawat
(turnaround time) guna mewujudkan efisiensi layanan secara menyeluruh.

Kata Kunci: Self Check-In Kiosk (SCK), On-Time Performance (OTP), Efisiensi Terminal, Bandar Udara Internasional Juanda, Kuantitatif Deskriptif.
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This study aims to evaluate the percentage of Self Check-In Kiosk (SCK)
utilization and the On-Time Performance (OTP) compliance rate across domestic
airlines at Terminal 1 of Juanda International Airport Surabaya. The descriptive
quantitative method with an independent variable design was employed by
analyzing the historical secondary data population from PT Angkasa Pura's
operational reports throughout January to December 2025. The results show that
SCK utilization is not yet optimal at 12.08%, indicating that 87.92% of passengers
still heavily rely on conventional and web check-in counters. In the OTP evaluation,
airlines such as Garuda Indonesia (66%–99%), Pelita Air (65%–98%), and Citilink
(peaking at 96.31%) successfully dominated achievements above the Minimum
Service Standards (≥ 80%), whereas massive-volume airlines like Lion Air (27%–
61.65%) and Batik Air (31%–77.02%) persistently fell below the tolerance
threshold. Through this research, airport management is expected to optimize SCK
education for passengers, while airlines are expected to tighten aircraft turnaround
time supervision to achieve comprehensive service efficiency.
Keywords: Self Check-In Kiosk (SCK), On-Time Performance (OTP), Terminal
Efficiency, Juanda International Airport, Descriptive Quantitative.