ANALYSIS OF SERVICE LEVEL OF CHECK-IN OFFICERS COUNTER AGAINST PASSENGERS FLOWNESS AT EL TARI KUPANG INTERNATIONAL AIRPORT

Abstract

From 2021 to 2023, the number of passengers at this airport will increase by 30%, causing long queues at the check-in counters during peak hours. This research aims to evaluate the performance of check-in staff in ensuring the smoothness and satisfaction of passengers at El Tari Kupang International Airport. Data collection was conducted through direct observation and questionnaires. The study population consisted of 100 Wings Air passengers, with a sample of 50 individuals selected using Probability Sampling techniques.The research results show that the service of check-in staff affects passenger smoothness by 65.9%, while the remaining 34.1% is influenced by other factors not studied.