Analisis Kinerja Staf Terminal Service Officer dalam Melakukan Pengawasan terhadap Sisi Darat Bandar Udara Internasional Hang Nadim Batam

Hang Nadim Batam International Airport is one of the important air gateways in Indonesia that serves the growing passenger traffic. This requires the readiness of land-side facilities supported by optimal supervision by the Terminal Service Officer, in line with the advancement of digital technology. This study aims to analyze the performance of Terminal Service Officer staff in ground-side supervision and the implementation of digital-based Standard Operating Procedures. This study uses a descriptive qualitative method. The data collection technique uses an in-depth interview method of Terminal Service Officer staff, direct observation in the terminal area, and documentation in the form of Standard Operating Procedure document No: PM/BTH-ASS/LO-02 and PM Regulation No. 41 of 2023. The validity of the data is ensured through the integrity of the data from interviews and real-time field observations. The results of the study found that the performance of Terminal Service Officer staff is optimal in maintaining service standards through the use of precision measuring tools and digital reporting systems. The transformation to a digital platform has succeeded in accelerating response time to facility damage and improving data integrity. Management needs to maximize its management strategy during peak hours so that it does not become a decrease in the quality of service due to the surge in passengers in the terminal area