Sistem Pelayanan Penumpang Perusahaan Lion Airlines Keberangkatan pada Kualanamu International Airport di Kabupaten Deli Serdang

Abstract

Passenger Service System of Lion Airlines Company Departure Kualanamu International Airport in Deli Serdang Regency. The purpose of this research is to find out the passenger service system of the Lion Airlines company at the time of departure of the aircraft and to analyze the obstacles that occur during the service system of the Lion Airlines International Airport Kualanamu Airport company in Deli Serdang Regency, North Sumatra. In this study, researchers used qualitative research methods with a phenomenological approach. Qualitative research emphasizes the human element as a research instrument, by emphasizing the human element as an instrument to facilitate adjustment to the reality that occurs in the field. The results showed that the quality improvement service of the Lion Airlines Company at Kualanamu International Airport in Deli Serdang Regency, namely passenger service when departing the plane with the professionalism of the officer, creating a Lion Airlines company service policy that is in accordance with procedures, improvements and improvements in the future in carrying out passenger services at Kualanamu Airport Deli Serdang Regency to the public to be considered, the service is more optimized, and the procurement of service support facilities to be further increased in number. The conclusion is that the service or performance of the staff of the Lion Airlines company is able to fulfill performance even though there are still customers who are not satisfied with the level of service provided.