PENGARUH PELAYANAN INFORMATION SERVICE OFFICER TERHADAP KEPUASAN PENUMPANG DI BANDAR UDARA INTERNASIONAL ZAINUDDIN ABDUL MADJID LOMBOK

Di era modern saat ini, transportasi udara menjadi salah satu sektor penting yang menunjang mobilitas masyarakat dalam skala nasional maupun internasional. Pelayanan di bandar udara memiliki peranan strategis dalam menjamin efektivitas operasional dan kepuasan pengguna jasa. Penelitian ini bertujuan mengkaji tingkat kepuasan penumpang terhadap kualitas pelayanan yang diberikan oleh petugas Information Service Officer di Bandar Udara Internasional Zainuddin Abdul Madjid Lombok. Pendekatan penelitian menggunakan metode kuantitatif dengan teknik pengumpulan data melalui kuesioner yang disebarkan kepada 98 responden di area terminal keberangkatan, dipilih menggunakan teknik purposive sampling.

Instrumen penelitian mencakup indikator ketepatan informasi, keramahan petugas, kejelasan instruksi, dan kemudahan akses bantuan. Hasil analisis menunjukkan bahwa pelayanan Information Service Officer berpengaruh positif dan signifikan terhadap kepuasan penumpang, dibuktikan dengan nilai r hitung sebesar 0,850 lebih besar dari r tabel 0,270 pada taraf signifikansi 10%. Nilai koefisien determinasi (R²) sebesar 0,723 mengindikasikan bahwa 72,3% variasi kepuasan penumpang dipengaruhi oleh kualitas pelayanan Information Service Officer, sedangkan 27,7% sisanya dipengaruhi faktor lain.

Temuan ini menegaskan bahwa peningkatan mutu pelayanan, terutama dalam kecepatan respon, sikap ramah, dan kemudahan akses informasi, berkontribusi signifikan terhadap kepuasan penumpang. Rekomendasi yang diajukan meliputi penambahan jumlah petugas, penempatan di lokasi strategis, serta pemanfaatan teknologi informasi seperti QR code interaktif untuk memperluas jangkauan layanan. Peningkatan kualitas pelayanan informasi diharapkan mampu memberikan kenyamanan lebih bagi penumpang serta menjadi acuan pengelola bandar udara dalam merumuskan kebijakan pelayanan publik di sektor transportasi udara.

Kata kunci: Kepuasan Penumpang, Information Service Officer, Pelayanan Bandar Udara, Transportasi Udara, Kualitas Pelayanan

In the modern era, air transportation has become one of the key sectors supporting national and international mobility. Airport services play a strategic role in ensuring operational effectiveness and enhancing user satisfaction. This study aims to examine passenger satisfaction with the quality of services provided by Information Service Officers at Zainuddin Abdul Madjid International Airport, Lombok. A quantitative approach was employed, with data collected through questionnaires distributed to 98 respondents in the departure terminal area, selected using a purposive sampling technique.
The research instrument measured indicators such as information accuracy, officer friendliness, clarity of instructions, and ease of access to assistance. The analysis results indicate that Information Service Officer services have a positive and significant effect on passenger satisfaction, as evidenced by a calculated r-value of 0.850, which exceeds the r-table value of 0.270 at a 10% significance level. The coefficient of determination (R²) of 0.723 suggests that 72.3% of the variation in passenger satisfaction is influenced by the quality of Information Service Officer services, while the remaining 27.7% is affected by other factors.
These findings emphasize that improving service quality—particularly in terms of response speed, courteous behavior, and ease of accessing information—significantly contributes to passenger satisfaction. Recommendations include increasing the number of officers, strategically positioning them in key locations, and utilizing information technology innovations such as interactive QR codes to expand service reach. Enhancing the quality of information services is expected to provide greater comfort to passengers and serve as a reference for airport management in formulating public service policies in the air transportation sector.
Keywords: Passenger Satisfaction, Information Service Officer, Airport Services, Air Transportation, Service Quality