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All Journal International Journal of Social, Economic, and Business Seminar Nasional Pariwisata dan Kewirausahaan (SNPK)
Ety Dwi Susanti
Universitas Pembangunan Nasional Veteran Jawa Timur
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Social Sciences Other

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ANALISIS PENERAPAN STANDAR GROOMING PADA CUSTOMER SERVICE IMPROVEMENT DI BANDAR UDARA INTERNASIONAL JUANDA Awara Aleyda Ardhana; Ety Dwi Susanti
Seminar Nasional Pariwisata dan Kewirausahaan (SNPK) Vol. 4 (2025): APRIL
Publisher : Sahid University Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36441/snpk.vol4.2025.327

Abstract

Bandar Udara Internasional Juanda merupakan sebuah bandar udara yang berada di Kota Surabaya dan dikatakan sebagai bandara tersibuk ketiga di Indonesia. Oleh karena itu, keberhasilan pelayanan yang diberikan oleh bandara tergantung pada kepuasan pelanggan sehingga dalam pengelolaan bandara membutuhkan peran penting dari customer service yang menerapkan standar grooming. Tujuan penelitian ini yaitu untuk mengetahui sejauh mana Standar Operasional Prosedur (SOP) mengenai grooming diterapkan oleh Customer Service Improvement. Metode penelitian yang digunakan dalam penelitian ini yaitu pendekatan kualitatif deskriptif. Lokasi penelitian berada di Bandar Udara Internasional Juanda yang berlokasi di Jl. Ir. Haji Juanda, Betro, kec. Sedati, Kabupaten Sidoarjo, Jawa Timur. Data yang diperoleh dalam penelitian ini berupa data primer dan sekunder dengan teknik pengumpulan data seperti observasi secara langsung dan tidak langsung, wawancara secara mendalam, dan dokumentasi. Key informan dalam penelitian ini yaitu Ibu Lulu Palupi Mewal selaku Supervisor Customer Service Improvement, Ibu Adinda selaku Staff Airport Operation and Services Department, dan Anggota Staff Customer Service Improvement. Hasil penelitian menunjukkan bahwa kesesuaian antara indikator mengenai standar grooming dengan kondisi yang terjadi di lapangan dapat dinilai telah sesuai. Hal tersebut dapat dibuktikan dengan adanya Standar Operasional Prosedur (SOP) yang membahas mengenai standar grooming bagi seluruh staff, termasuk Customer Service Improvement.
Analysis of Customer Loyalty Access by  KAI    (Study on Access by KAI Customers in Surabaya City) Aditya Chandra Winata; Ety Dwi Susanti
International Journal of Social, Economic, and Business Vol. 1 No. 4 (2025): June 2025
Publisher : Lavish Opulent Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.65688/ijseb.v1i4.60

Abstract

This study is motivated by the increasing use of digital services in the public transportation sector, particularly through the Access by KAI application, which facilitates practical train ticket booking for users. Customer loyalty toward this application is influenced not only by technical aspects but also by user experience and perceptions of service quality. The aim of this research is to analyze the factors that shape customer loyalty toward the Access by KAI application in the city of Surabaya. This study employs a qualitative approach, using in-depth interviews as the primary method of data collection. Informants include active users of the application as well as representatives from PT KAI DAOP 8 Surabaya Passenger Transport Unit. Interviews were conducted directly within the user environment and at Surabaya Gubeng Station to gather rich and empirical data. The findings reveal that customer loyalty is built through a combination of technical factors, such as ease of navigation and transaction security, and emotional factors, such as trust in the PT KAI brand and satisfaction with previous experiences. Despite facing technical issues such as limited features and occasional system errors, most users remained tolerant and continued using the application. The study concludes that customer loyalty results from an interaction between service quality, positive perceptions, and long-term user experience. The implications of this study contribute to the development of customer retention strategies within PT KAI and serve as a reference for enhancing digital transportation services to be more responsive to user needs and expectations
Co-Authors Aditya Chandra Winata Awara Aleyda Ardhana