IMPLEMENTATION OF PUBLIC SERVICE POLICY TO IMPROVE THE SERVICE QUALITY OF SISINGAMANGARAJA XII INTERNATIONAL AIRPORT

Abstract

The airport is the entrance to an area, region, or country and is the primary means of air transportation. Sisingamangaraja XII International Airport is a State-Owned Enterprise (BUMN) under the auspices of PT Angkasa Pura II. Sisingamangaraja XII International Airport has a public service standard policy as a form of commitment to users. In implementing public service standards policies, there are several challenges in improving the quality of public services. This study aims to identify and describe the implementation of public service standards policies at Sisingamangaraja XII International Airport. This study uses descriptive research methods through a qualitative approach. In collecting data, the researcher used the method of interview, observation, documentation using the theory of Van Meter and Van Horn. The theory consists of variables that can determine the effectiveness of implementation, namely policy standards and objectives, relationships between organizations, resources, characteristics of implementing agents, social, political, and economic conditions, and disposition of implementers. This research shows that the orientation of the implementation of public service standard policies at Sisingamangaraja XII International Airport is public satisfaction. The airport manager makes some effort, such as the provision of digital-based facilities, service efficiency, availability of facilities that are orientated to standards, and accordance with the availability of resources, characteristics of implementer organization, economic, social, and political conditions. However, the airport management is still experiencing problems in several aspects, such as coordination with related organizations and partnerships that have not been effective and the political impact of refusing to change the airport's name by the local community.