ANALISIS KINERJA PETUGAS UNIT INFORMASI DALAM MEMBERIKAN PELAYANAN KEPADA PENUMPANG DI BANDAR UDARA DOUW ATURURE NABIRE

Abstract

Information services are a crucial aspect of airport operations as they play a crucial role in providing accurate, clear, and timely flight information to passengers. However, the performance of information unit officers at Douw Aturure Nabire Airport still faces several challenges, such as limited human resources, disruptions to supporting facilities, and inaccurate information due to miscommunication in delivering information to passengers. This study aims to analyze the performance of information unit officers in providing services to passengers at Douw Aturure Nabire Airport and to identify internal and external challenges that affect this performance. This study employed a descriptive qualitative method, with data collection techniques including observation, semi-structured interviews, and documentation. The informants consisted of one information unit coordinator and two information unit staff directly involved in passenger service. Data validity was tested using source and technical triangulation, while data analysis employed the Miles and Huberman interactive model. Research findings indicate that the performance of information unit staff has generally been satisfactory. This is evident in the staff's ability to provide flight information in accordance with procedures, maintain service timeliness, effectively utilize supporting facilities, adhere to work regulations, and demonstrate initiative and responsibility in carrying out their duties. Internal challenges affecting staff performance include limited staffing levels, variations in communication skills, and disruptions to information systems and supporting facilities. Meanwhile, external challenges include delays in receiving information from relevant units, sudden changes to flight schedules, and high passenger volumes during peak periods.