PERANAN PETUGAS (TSO) TERMINAL SERVICE OFFICER DALAM MENANGANI KELUHAN JASA WRAPPING DAN STRAPPING BAGASI DI BANDAR UDARA SULTAN AJI MUHAMMAD SULAIMAN SEPINGGAN BALIKPAPAN --

ABSTRAK
Penulis mengambil judul Peranan Petugas (TSO) Terminal Service Officer dalam menangani keluhan jasa wrapping bagasi di Bandar Udara Sultan Aji Muhammad Sulaiman Sepinggan Balikpapan di latar belakangi oleh sering terdapat laporan keluhan tentang pelayanan jasa wrapping yang muncul dan peranan Terminal Service Officer (TSO) yang penting dalam kegiatan operasional bandar udara untuk keamanan, kenyamanan penumpang dan kelancaran kegiatan operasional bandar udara. Penelitian ini bertujuan untuk mengetahui bagaimana peranan Terminal Service Officer (TSO) dalam menangani keluhan jasa wrapping bagasi di Bandar Udara Sultan Aji Muhammad Sulaiman Sepinggan Balikpapan. Metode penelitian yang digunakan adalah kualitatif yaitu metode yang mengutamakan deskripsi atau penjelasan dalam membangun paradigma fakta sosial berdasarkan data yang diperoleh secara langsung oleh informan kunci. Mendapatkan sumber data dari wawancara, observasi maupun studi pustaka. Hasil penelitian menunjukkan bahwa peran Terminal Service Officer (TSO) dalam melayani keluhan penumpang sudah cukup baik karena memiliki prosedur dan pedoman yang tertulis. Namun demikian, masih bermunculan keluhan serupa mengenai pelayanan yang diberikan oleh petugas jasa wrapping bagasi di Bandar Udara Sultan Aji Muhammad Sulaiman Sepinggan Balikpapan.
Kata Kunci : Peranan, Bandar Udara, Terminal Service Officer (TSO), Penanganan, Keluhan, Wrapping.
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ABSTRACT
The author takes the title Role of Terminal Service Officer (TSO) in handling baggage wrapping complaints at Sultan Aji Muhammad Sulaiman Sepinggan Airport Balikpapan in the background by frequent complaints reports about emerging wrapping services and the important role of Terminal Service Officer (TSO) in airport operational activities for the safety, comfort of passengers and the smooth operation of airports. This study aims to determine how the role of the Terminal Service Officer (TSO) in handling complaints baggage wrapping services at Sultan Aji Muhammad Sulaiman Sepinggan Airport, Balikpapan. The research method used is qualitative, which is a method that prioritizes description or explanation in constructing social facts paradigms based on data obtained directly by key informants. Get data sources from interviews, observations, and literature studies. The results showed that the role of the Terminal Service Officer (TSO) in serving passenger complaints was quite good because it had written procedures and guidelines. However, similar complaints still arise regarding the services provided by baggage wrapping service officers at Sultan Aji Muhammad Sulaiman Sepinggan Airport in Balikpapan.
Keywords: Role, Airport, Terminal Service Officer (TSO), Handling, Complaints, Wrapping.