Main Article Content
Abstract
Digital Service is one of the units responsible for the readiness of digital facilities at Terminal 2 of Soekarno-Hatta International Airport. The implementation of digital technology in the Digital Service unit is expected to help improve efficiency and effectiveness in calculating First Baggage and Last Baggage, thereby minimizing delays in baggage delivery to passengers. According to PM No. 178 of 2015, baggage must be received by passengers within 40 minutes after the aircraft is on block. This study aims to determine the contribution of the Digital Service unit in improving baggage handling On Time Performance (OTP) for Batik Air and to find solutions to enhance operational performance at Soekarno-Hatta International Airport.
This research method uses mixed methods. This research was carried out in August-September 2024. Data collection techniques in this research used interviews, observation and documentation at the Digital Service Terminal 2 unit at Soekarno-Hatta International Airport.
The findings indicate that the optimal On Time Performance rate in August reached 86%. Efficient baggage handling services are crucial for enhancing passenger satisfaction. However, previous studies have shown that the speed and quality of services still need improvement, especially in manual baggage handling processes, which result in a lower satisfaction index. The integration of digital technology, such as the tracking system using the FARMS application and Smart Baggage, is expected to enhance speed, transparency, and reduce baggage loss. Therefore, this study does not only focus on technical aspects but also examines the impact of services on passenger experience.