PENGARUH KUALITAS HOSPITALITY PERSONEL PENGAMANAN PENERBANGAN TERHADAP KEPUASAN PENUMPANG DI BANDARA SULTAN THAHA JAMBI

Penelitian ini mengkaji pengaruh kualitas hospitality personel pengamanan penerbangan terhadap kepuasan penumpang di Bandar Udara Sultan Thaha Jambi, dilatarbelakangi oleh peningkatan jumlah penumpang pasca-pandemi COVID-19 dan observasi adanya kasus ketidakramahan serta penampilan petugas yang tidak sesuai SOP. Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas hospitality personel pengamanan penerbangan terhadap kepuasan penumpang, serta mengidentifikasi aspek hospitality yang perlu ditingkatkan. Menggunakan pendekatan kuantitatif dengan metode survei kuesioner, data primer dikumpulkan dari 97 responden penumpang di SCP 2 Bandar Udara Sultan Thaha Jambi melalui simple random sampling. Data dianalisis menggunakan SPSS, meliputi uji validitas, reliabilitas, uji asumsi klasik, analisis regresi linear sederhana, dan uji hipotesis. Hasil penelitian menunjukkan bahwa kualitas hospitality personel pengamanan penerbangan memiliki pengaruh positif dan signifikan terhadap kepuasan penumpang, dengan koefisien regresi 0,461 dan koefisien korelasi 0,398. Meskipun demikian, kualitas hospitality personel pengamanan penerbangan hanya menjelaskan 15,8% variasi kepuasan penumpang, sementara 84,2% dipengaruhi oleh faktor lain. Aspek tangible, seperti penampilan fisik petugas dan kondisi lingkungan pemeriksaan, teridentifikasi sebagai area yang paling memerlukan peningkatan. Kesimpulannya, kualitas hospitality personel pengamanan penerbangan berperan penting dalam kepuasan penumpang, dan perbaikan pada aspek tangible sangat direkomendasikan untuk meningkatkan pengalaman penumpang secara keseluruhan.

Kata kunci : Hospitality, Keamanan Penerbangan, Kepuasan Penumpang, Bandar Udara Sultan Thaha Jambi, Kualitas Pelayanan.

This study examines the influence of aviation security personnel's hospitality on passenger satisfaction at Sultan Thaha Jambi Airport, motivated by the increasing number of passengers post-COVID-19 pandemic and observations of occasional unfriendliness and non-SOP compliant appearance of officers. The research aims to determine the impact of aviation security personnel's hospitality on passenger satisfaction and to identify aspects of hospitality that need improvement. Employing a quantitative approach with a questionnaire survey, primary data was collected from 97 passenger respondents at SCP 2 Sultan Thaha Jambi Airport through simple random sampling. Data was analyzed using SPSS, including validity, reliability, classical assumption tests, simple linear regression analysis, and hypothesis testing. The results indicate that aviation security personnel's hospitality has a positive and significant influence on passenger satisfaction, with a regression coefficient of 0.461 and a correlation coefficient of 0.398. However, aviation security personnel's hospitality only explains 15.8% of the variation in passenger satisfaction, while 84.2% is influenced by other factors. Tangible aspects, such as the physical appearance of officers and the condition of the inspection environment, were identified as areas most in need of improvement. In conclusion, aviation security personnel's hospitality plays a crucial role in passenger satisfaction, and improvements in tangible aspects are highly recommended to enhance the overall passenger experience.

Keywords : Hospitality, Aviation Security, Passenger Satisfaction, Sultan Thaha Jambi Airport, Service Quality.