The Influence of Passenger Handling Performance on the Effectiveness and Quality of Passenger Service During the Check-in Process at Juanda International Airport, Surabaya ============================================================ PENGARUH KINERJA PASSENGER HANDLING TERHADAP EFEKTIVITAS DAN KUALITAS PELAYANAN PENUMPANG PADA PROSES CHECK IN DI BANDARA INTERNASIONAL JUANDA SURABAYA

Passenger handling performance is a key factor in supporting the effectiveness and quality of passenger service, particularly during the check-in process at Juanda International Airport. This study aims to examine passenger handling performance, service effectiveness, service quality, and the impact of performance on the effectiveness and quality of passenger service. This study employed a quantitative approach using a survey method, distributing questionnaires to 100 respondents who were passengers in the check-in area. Sampling was conducted using random selection. Data analysis utilized descriptive and inferential statistics, including simple linear regression, t-tests, and the coefficient of determination. The results indicate that passenger handling performance, service effectiveness, and service quality fall into the good to very good categories. Partially, passenger handling performance has a positive and significant effect on service effectiveness with a t-value of 4.068 and a significance level of 0.000, contributing 20.91%. Furthermore, passenger handling performance also has a positive and significant effect on service quality, with a t-value of 2.658 and a significance level of 0.001, contributing 14.43%. Based on these results, it can be concluded that improving passenger handling performance will lead to enhanced service effectiveness and quality for passengers. Therefore, efforts to improve performance through training, evaluation, and adjustments to the number of staff are necessary to support optimal service.
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Kinerja passenger handling merupakan salah satu faktor penting dalam menunjang efektivitas dan kualitas pelayanan penumpang, khususnya pada proses check-in di Bandara Internasional Juanda. Penelitian ini bertujuan untuk mengetahui kinerja passenger handling, efektivitas pelayanan, kualitas pelayanan, serta pengaruh kinerja terhadap efektivitas dan kualitas pelayanan penumpang.
Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei melalui penyebaran kuesioner kepada 100 responden yang merupakan penumpang di area check-in. Teknik pengambilan sampel dilakukan secara acak. Analisis data menggunakan statistik deskriptif dan inferensial, yaitu uji regresi linear sederhana, uji t, serta koefisien determinasi.
Hasil penelitian menunjukkan bahwa kinerja passenger handling, efektivitas pelayanan, dan kualitas pelayanan berada pada kategori baik hingga sangat baik. Secara parsial, kinerja passenger handling berpengaruh positif dan signifikan terhadap efektivitas pelayanan dengan nilai thitung sebesar 4,068 dan signifikansi 0,000, serta memberikan kontribusi sebesar 20,91%. Selain itu, kinerja passenger handling juga berpengaruh positif dan signifikan terhadap kualitas pelayanan dengan nilai thitung sebesar 2,658 dan signifikansi 0,001, serta kontribusi sebesar 14,43%.
Berdasarkan hasil tersebut, dapat disimpulkan bahwa peningkatan kinerja passenger handling akan berdampak pada peningkatan efektivitas dan kualitas pelayanan penumpang. Oleh karena itu, diperlukan upaya peningkatan kinerja melalui pelatihan, evaluasi, serta penyesuaian jumlah petugas guna mendukung pelayanan yang optimal