THE INFLUENCE OF MANUAL CHECK-IN ON PASSENGER QUEUE EFFECTIVENESS AT THE DEPARTURE TERMINAL OF TJILIK RIWUT AIRPORT PALANGKA RAYA

Abstract

This study aims to analyze the influence of manual check-in on the effectiveness of passenger queues at the Departure Terminal of Tjilik Riwut Airport in Palangka Raya, as well as to identify efforts to adjust queue duration in accordance with service standards. A quantitative approach was used, with data collected through questionnaires, observations, and field data. The statistical test results show that manual check-in has a significant effect on queue effectiveness, as indicated by a t-value of 16.521, which is greater than the t-table value of 2.02, and a significance level of 0.000, which is far below the threshold of 0.05. This means the influence is statistically proven. According to the Ministry of Transportation Regulation No. PM 178 of 2015, the maximum queue duration is 30 minutes, and the maximum service time per passenger is 2 minutes 30 seconds. However, field observations show these limits are often exceeded. Recommended improvements include adding check-in counters, adjusting staff allocation, queue system management, and providing self check-in services.