OPTIMALISASI FASILITAS AREA BOARDING GATE PT ANGKASA PURA I DALAM MENINGKATAN PELAYANAN PENERBANGAN DI BANDAR UDARA INTERNASIONAL SYAMSUDIN NOOR BANJARMASIN

Abstrak

Optimalisasi boarding gate merupakan upaya peningkatan efisiensi dan kenyamanan proses boarding pesawat. Kondisi fasilitas area boarding gate di Bandar Udara Internasional Syamsudin Noor Banjarmasin dinilai belum optimal karena sering terjadi penumpukan penumpang waktu sibuk dan kurangnya jumlah seat yang tersedia. Tujuan dari penelitian ini ialah untuk mengetahui kondisi fasilitas area boarding gate dan bagaimana langkah pengoptimalan yang dilakukan untuk mencapai pelayanan yang maksimal. Metode kualitatif digunakan dalam penelitian dengan pengumpulan data melalui observasi wawancara, dan dokumentasi. Data yang telah terkumpul akan dianalisis, direduksi, kemudian disajikan untuk disimpulkan. Informasi yang diperoleh akan diuji keabsahannya melaui triangulasi teknik dan triangulasi sumber. Hasil penelitian membuktikan secara umum fasilitas di area boarding gate dinilai cukup baik. Namun, ditemukan adanya indikasi tantangan dalam manajemen arus penumpang serta hambatan dari segi anggaran, kooordinasi, dan tindakan indisipliner penumpang dalam proses optimalisasi fasilitas. Optimalisasi terus dilakukan dengan analisis kebutuhan penumpang, pemeliharaan rutin, dan penggunaan sistem informasi digital yang efektif.

Boarding gate optimization is an effort to increase the efficiency and comfort of the aircraft boarding process. The condition of the boarding gate area facilities at Syamsudin Noor International Airport Banjarmasin is considered not optimal because there is often a build-up of passengers during peak hours and a lack of available seats. The purpose of this study is to find out the condition of boarding gate area facilities and how optimization steps are taken to achieve maximum service. Qualitative methods are used in research by collecting data through observation, interviews, and documentation. The data that has been collected will be analyzed, reduced, and then presented for conclusion. The information obtained will be tested for validity through triangulation of techniques and triangulation of sources. The results of the study prove that in general, the facilities in the boarding gate area are considered quite good. However, there are indications of challenges in passenger flow management as well as obstacles in terms of budget, coordination, and passenger disciplinary actions in the process of optimizing facilities. Optimization continues to be carried out by analyzing passenger needs, routine maintenance, and the effective use of digital information systems.