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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
PARTISIPASI MASYARAKAT DALAM PENGEMBANGAN EDUWISATA URBAN FARMING DI KAMPOENG PINTAR OASE TEMBOK GEDE SURABAYA Kezia Rainy Putri Panggalaha; Ety Dwi Susanti
Kepariwisataan: Jurnal Ilmiah Vol 20, No 3 (2026): Kepariwisataan: Jurnal Ilmiah
Publisher : Sekolah Tinggi Pariwisata Ambarrukmo Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47256/kji.v20i3.1213

Abstract

AbstrakPartisipasi masyarakat merupakan faktor kunci keberlanjutan pariwisata berbasis komunitas, termasuk eduwisata urban farming yang dikembangkan di permukiman padat perkotaan. Penelitian ini bertujuan menganalisis bentuk, tingkat, faktor pendukung, dan faktor penghambat partisipasi masyarakat dalam pengembangan eduwisata urban farming di Kampoeng Pintar Oase Tembok Gede Surabaya. Penelitian menggunakan pendekatan deskriptif kualitatif. Informan yang terdiri atas pengelola, tokoh masyarakat, dan warga aktif dipilih secara purposif. Data dikumpulkan melalui observasi, wawancara mendalam, dan dokumentasi, diuji keabsahannya dengan triangulasi sumber dan teknik, serta dianalisis menggunakan model interaktif Miles, Huberman, dan Saldana. Hasil penelitian menunjukkan bahwa masyarakat berpartisipasi pada tahap perencanaan, pelaksanaan, pemanfaatan hasil, dan evaluasi, dengan intensitas tertinggi pada tahap pelaksanaan. Berdasarkan Tangga Partisipasi Arnstein, partisipasi berada pada tingkat consultation karena masyarakat dapat menyampaikan aspirasi, tetapi keputusan strategis masih didominasi pengurus dan kelompok aktif. Partisipasi didukung oleh modal sosial berupa kepercayaan, jaringan sosial, dan norma sosial, sedangkan hambatannya meliputi keterbatasan waktu, perbedaan tingkat kesadaran, dan keterlibatan yang belum merata. Disimpulkan bahwa partisipasi masyarakat telah aktif secara operasional, tetapi belum bersifat memberdayakan. Pengelola disarankan membentuk forum musyawarah yang lebih inklusif dan melibatkan warga yang belum aktif dalam pengambilan keputusan.Kata Kunci:  Eduwisata; Modal Sosial; Partisipasi Masyarakat; Pertaninan Perkotaan; Tangga Partisipasi ArnsteinAbstractCommunity participation is a key factor in sustaining community-based tourism, including urban farming edutourism developed in dense urban settlements. This study aims to analyze the forms, level, supporting factors, and inhibiting factors of community participation in developing urban farming edutourism at Kampoeng Pintar Oase Tembok Gede Surabaya. A descriptive qualitative approach was employed. Informants, consisting of managers, community leaders, and active residents, were selected purposively. Data were collected through observation, indepth interviews, and documentation, validated through source and technique triangulation, and analyzed using the Miles, Huberman, and Saldaña interactive model. The results show that residents participate in the planning, implementation, benefit-sharing, and evaluation stages, with the highest intensity in implementation. Based on Arnstein’s ladder, participation is at the consultation level, as residents can express their aspirations but strategic decisions remain dominated by administrators and active groups. Participation is supported by social capital in the form of trust, social networks, and social norms, whereas it is hindered by limited time, varying awareness, and uneven involvement. Participation is therefore operationally active but not yet empowering. Managers are advised to establish more inclusive deliberation forums and to involve inactive residents in decisionmaking.Keywords:  Arnstein's Ladder; Community Participation; Edutourism; Social Capital; Urban Farming