Tinjauan Ruang Lingkup Tugas Customer Service serta Alat Penunjang Kerja Angkasa Pura Aviasi di Bandara Internasional Kualanamu Deli Serdang

Abstract

Kualanamu Airport is the airport center in North Sumatra, which is located on JL. Banyan District Deli Serdang, which is one of the largest airports in Indonesia. Customer Service is the face of a company that is able to create a public image/assessment regarding the services of an airport. Kualanamu airport accommodates a relatively large information service because it accommodates customer information from all over the world. The purpose of this research is to find out the scope of Customer Service tasks: and Customer Service Work Support Tools at Kualanamu International Airport. Data collection techniques obtained from observation, interviews and documentation. Customer Service in carrying out information services is in accordance with what is specified in the operational standards (SOP). This is of course to get service user satisfaction and achieve customer loyalty at Kualanamu International Airport. The results of this study note that Customer Service has carried out work tasks in accordance with Standard Operations (SOP) but there are still some small mistakes that can be fatal for the company, and there are some notes or suggestions that must be optimized in Customer Service services.