ANALISIS KUALITAS PELAYANAN UNIT TERMINAL INSPECTION SERVICE BANDAR UDARA RAJA SISINGAMANGARAJA XII DALAM MENINGKATKAN DESTINASI WISATA DI KAWASAN DANAU TOBA

Abstrak

Bandar udara Raja Sisingamangaraja XII, sebagai pintu gerbang utama Destinasi Pariwisata Super Prioritas Danau Toba, memegang peran penting dalam membentuk pengalaman wisatawan melalui kualitas pelayanan terminal. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan penumpang di bandara dan kontribusinya dalam meningkatkan destinasi wisata di kawasan Danau Toba. Pendekatan deskriptif kualitatif digunakan dengan pengumpulan data melalui observasi langsung, wawancara mendalam dengan personel Terminal Inspection Service (TIS) dan penumpang, serta kuesioner terstruktur. Hasil penelitian menunjukkan bahwa TIS unggul dalam responsivitas, keramahan staf, dan kepatuhan terhadap prosedur. Namun, keterbatasan infrastruktur fisik khususnya kapasitas toilet dan area penanganan bagasi masih menjadi tantangan. Studi ini menyimpulkan bahwa, meskipun TIS berkontribusi signifikan terhadap kepuasan penumpang dan daya tarik destinasi, peningkatan kapasitas fasilitas dan koordinasi antarunit secara terarah diperlukan untuk mengoptimalkan peran TIS dalam mendukung pengembangan pariwisata Danau Toba secara berkelanjutan.

Raja Sisingamangaraja XII Airport, as the primary gateway to the Lake Toba Super Priority Tourism Destination, plays a pivotal role in shaping tourist experiences through its terminal service quality. This study aims to analyze passenger service quality at the airport and its contribution to enhancing the tourism destination in the Lake Toba area. A qualitative descriptive approach was employed, with data collected through direct observation, in-depth interviews with Terminal Inspection Service (TIS) personnel and passengers, and structured questionnaires. The findings indicate that TIS excels in responsiveness, staff courtesy, and procedural compliance. However, physical infrastructure limitations particularly restroom capacity and baggage handling areas remain persistent challenges. The study concludes that, although TIS significantly contributes to passenger satisfaction and destination appeal, targeted improvements in facility capacity and inter-unit coordination are essential to fully optimize TIS's role in supporting the sustainable development of Lake Toba's tourism sector.