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Volume 4, Issue 10, October – 2019 International Journal of Innovative Science and Research Technology

ISSN No:-2456-2165

Airport Management to Improve the Quality of Public


Services in the Perspective of Good Corporate Governance
( Study in Passenger Terminals at Soekarno-Hatta Airport )
Sunarno1, Soesilo Zauhar2 Mardiyono3 Suryadi4
1
Authors : Sunarno 157030102112010 Doctor of Administrative Sciences, Brawijaya University
2,3,4
Promotors, Co-Promotor 1 & Co-Promotor 2 Doctor of Administrative Sciences, Brawijaya University

Abstract:- This study aims of analyze "Airport I. INTRODUCTION


Management to Improve the Quality of Public Services
in the Perspective of Good Corporate Governance." So  Background
that it can provide solutions and innovations to overcome Public service is an aspect that needs attention because
the problems faced. This study uses a type of qualitative it involves the public interest, even the interests of the
research (Qualitative Research), primary data collected people as a whole. Public service is one of the keys to
using structured interviews and supported success in various efforts to achieve a goal. This thinking
documentation, with informants in accordance with the cannot be separated from the meaning of public service. As
research objectives. Analysis of research data uses the said :
"Components of Data Analysis Interactive Model" taken
from the thoughts of Miles, Huberman and Saldana, "Service assisting or benefiting individuals through making
(2014). The results of this study prove in public services; useful things available to them. Whereas public service is
The principles of Transparency, Accountability, given meaning as something made available to the whole of
Responsibility, Independence and Equality and fairness population, and it involves things which people cannot
that have been implemented. The leadership applied is normally provide for themselves. people must pact
democratic, the internal control system is quite good, the collectively," (Lonsdale and Enyedi, 1991 in Zauhar, 2007).
public service strategy is appropriate. Public services
carried out manually and online have been supported by Thus it can be said that public service is an effort to
adequate infrastructure and quite sophisticated facilities. help or benefit the public through the provision of goods and
The service model found needs to be developed so that it or services needed. Attention to public services is not new,
can realize the concept of "Good Corporate but to realize quality services requires continuous study.
Governance", by building a "Conditional Structured Public services have long been experiencing various
Professional Bureaucracy" which will spearhead in developments that are not only seasonal or cyclical, but also
realizing "Excellent Service" in accordance with the structural, with increasing intensity”, (Frederickson, 2002).
concept of Good Corporate Governance which can be As the awareness of the state and society has increased,
implied by the term 3S + 1C namely : "Safety, Security, service has increased its position in the eyes of the
Services and Compliannes". Thus it is very supportive of community to become a right, as said that :
the achievement of services that provide more
guarantees for Safety, Security, Satisfaction and "The right to service so that in life people are never
Compliance. The next step is with the support of separated from various forms and types of services. Quality
delegated Structured Professional Bureaucracy, where a of service is an important discussion in the delivery of
decision does not always depend on the top level of services, including in government organizations or
management, so that things that are low-level institutions as public service providers. The state and the
operational can be decided by the lower management government system become the foundation for the service of
level. citizens in obtaining guarantees for their rights, therefore
improving the quality of services will be important",
Keywords:- Governance, Public Service, Good Corporate (Zauhar, 2007).
Governance.
There are public services provided by an agency that
have reached the quality that is confronted and those that are
still far from what the public expects. “In an effort to
improve the quality of public services comprehensively, it is
very important to use the principle of Good Corporate
Governance (GCG) as a perspective”. So as to provide a
holistic view and provide appropriate solutions, to a variety
of public service problems. Good Corporate Governance
(GCG) has a very close relationship with public services,

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where good governance will certainly be very responsive to Then in 1900, Goodnow, wrote "Politics and
the demands of the public who want to obtain a quantity of Administration", dividing the two functions of government,
service”, (Aktan, 2018). namely the political function to make policies, and the
administration that carries out these policies. Tylor wrote
The link between the two was also stated by Leautier, "Scientific Management" in 1912 which emphasized the
Vice President of the World Bank that : "poor governance ways of scientific management to create efficiency and
leads to weak delivery of vital public services and effectiveness. In 1922, Weber wrote about "Bureaucracy"
unwelcome outcomes for access to public services by the which emphasized the importance of organizational
poor and other disadvantaged members of the society such hierarchy, specia-lization, expertise, legality, and impersonal
as women, children, and minorities. "So that good relationships in achieving organizational goals. Finally in
institutions and companies are able to provide quality public 1920, the first textbook on public administration was written
services, including in this case the services of PT Angkasa by White, entitled "Introduction to The Study of Public
Pura II, the manager of Soekarno-Hatta Airport in Jakarta”, Adminis-tration". Over time, the writings in the study of
(Shah, 2005). public administration continued to develop until the 1990s,
(Shafritz and Hyde, 1997).
This needs to be examined considering the traffic and
services at the airport have increased every year, even in Argues that the administration of the classical model
2010 to 2017 the number of passengers at these proved to has principles that are still quite inherent, namely : “(1) The
exceed the capacity or airport capacity which is quite government organizes based on Max Weber's bureaucratic
significant and have an impact on public services. principles namely hierarchical principles, legalization,
specialization, competence, written and impersonal
 Problem Formulation documents. (2) The government will directly involve
Based on the description of the background which has providing various needs and services. (3) There is a
been described above, the formulation of the problem of this separation of politics and administration, where
research are: administration is a tool to carry out instructions, strategies
1. How is Soekarno-Hatta Airport's governance based on and policies set by political leaders. (4) Public
Good Corporate Governance in meeting public services ? administration is seen as a special form of administration,
2. What is a quality public service strategy based on Good which etymologically attaches the meaning of devotion to
Corporate Governance in meeting public services ? the authorities (politics)”, (Huges, 2006).
3. What factors support and hinder the realization of quality
public services based on Good Corporate Governance at The development of the paradigm of public
Soekarno Hatta Airport ? administration, according to Henry (2007) in his work
4. What is the quality public service model based on Good entitled : "Public Administration and Public Affairs, has
Corporate Governance (GCG) at Soekarno Hatta Airport revealed the arising paradigm of public administration
? science from time to time. The development of the public
administration paradigm can be described as follows”,
 Research Purposes (Henry, 2007).
In order to answer the problem formulation, the
purpose of this study is to: Service is any act or performance one party can offer
1. Analyzing Soekarno-Hatta airport governance based on to another that is essentially intangible and does not result in
Good Corporate Governance in meeting public services. the ownership of anything. Its production may or may not be
2. Analyzing quality public service strategies based on tied to a physical product”, (Denhardt, 2003).
Good Corporate Governance in meeting public services.
3. Analyze what factors support and hinder the realization
of quality public services based on Good Corporate
Governance at Soekarno Hatta Airport.
4. Finding a quality public service model based on Good
Corporate Governance (GCG) at Soekarno Hatta Airport.

II. LITERATURE REVIEW

Public administration as an instrument of the state is


expected to provide a fundamental basis for human
development, security, individual freedom, protection of Fig 1:- Administration Public Paradigm
human rights, ownership, justice, stability, peaceful Source : (Arifin, 2017).
resolution of conflicts”, (Wilson, 1997). "Administration is
the most obvious part of government, it is government in In general, public services are identical to the
action; it is the executive, the operative, the most visible side
representation of the existence of government bureaucracy,
of government, and it is of course as old as government “because it is directly related to one of the functions of
itself." government, namely providing services. Therefore, a quality
of public service is a reflection of a quality of government

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bureaucracy. In the past, the paradigm of public service gave 1. Transparency, is the openness of these characteristics in
a very large role to the government as the sole provider. The accordance with the spirit of the era that is completely
role of parties outside the govern-ment has never been given open due to the information revolution. This openness
a place or margi-nalized”, (Denhardt, 2003). covers all aspects of activities that concern the interests
of the company and the public, starting from the decision
The community and the private world have a slight making process, the use of public funds and the
role in the delivery of public services. The following figure disclosure of relevant material information about the
explains the basic concept of the role of government as a company”, (Shah, 2005).
public service provider and the role of citizens as users or
recipients of services as well as the role of assisting the 2. Accountability (accountability) every activity related to
delivery of public services (co-producer)”, (Sutopo and the public interest needs to be accounted for by the
Suryanto, 2012). company's management, so that the management of the
company is carried out effectively and economically,
also carried out by the stakeholders, including the wider
community. Theoretically, accountability itself can be
divided into five types, namely: organizational
accountability, legal accoun-tability, public
accountability, professional accountability, and moral
accountability”, (Shah, 2005).
3. Responsibility, i.e. the suitability of company
management with the applicable laws and regulations
and sound corporate principles, as well as being able to
capture the height and usefulness of the shareholders.
Fig 2:- Partisipasi Dalam Pelayanan Publik The effort to increase responsiveness is mainly aimed at
Source : (Suwarno and Yogi, 2005). the public sector which has tended to be closed, arrogant
and power oriented. To determine public satisfaction
Thus, it is clear that changes towards better GCG with the services provided by the public sector,
practices must include changes in the : “technical periodically a survey is needed to determine the level of
dimensions (systems and structures) and psychosocial customer satisfaction”, (Shah, 2005).
aspects (paradigms, visions, and values) of the organization, 4. Independence, which is a situation where changes are
changes in psychosocial dimensions, the role of leadership is managed professionally without conflicts of interest and
very important. Leadership in this case plays a major role in influence or pressure from any party that is not in
fostering aspirations, instilling value and fostering idealism accordance with applicable laws and regulations and
and awareness of the goals (sense of purpose) in company sound corporate principles”, (Shah, 2005).
members, (Indrawan (2017: 14). 5. Fairness (fairness), namely the application of a system of
justice and equality in fulfilling the rights of stakeholders
Implementation of Good Corporate Gover-nance that arise as a result of agreements and applicable laws
(GCG) : “requires good input so that the implementation of and regulations”, (Shah, 2005).
management runs according to plan, aspects, from the input
it can be hardware and software both of which will be In order for Good Governance (GG) to be
interconnected with each other so as to create the foundation implemented well and to provide welfare to the community,
of Good Corporate Governance. Hard component aspects “it is necessary prerequisites to make it happen. If you
include changes in the system, structure, and organizational examine the understanding of CG itself from UNDP (1997)
strategy, the system is a step taken by management in the that governance is the exercise of economic, political and
organization to achieve organizational or corporate goals”, administrative authority to manage the state affairs at all
(Aktan, 2018). Then the company structure will respond to levels an means by which states promote social cohesion,
the system, how to respond to this system will produce a integration and ensure the welt being of their population”,
strategy in the form of organizational design in utilizing (Shah, 2005).
resources to achieve goals.
The principle of “governance based on a functional
The principles of corporate governance (CG) : “in perspective is also often applied to other organizations, such
accordance with article 3 of the Regulation of the Minister as educational institutions, social institutions, and even
of State Enterprises No. Per-01 / MBU / 2011 dated 1 religious institutions”. This efficiency-oriented functional
August 2011 concerning the Implementation of Good approach is often referred to as a disciplined approach
Corporate Governance in SOEs”, it was stated that : because in order to keep efficiency efficient so that high
economic benefits can be achieved, discipline and
supervision are needed”, (Aktan, 2018).

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Fig 3:- Research Conceptual Framework


Source : (Researcher Processed, 2019)

III. RESEARCH METHOD

The type of research used is qualitative research, "developing concepts that help understand social phenomena in natural
settings, emphasizing understanding, experience and looking at participants", (Miles, Huberman dan Saldana, 2014).

Table 1:-Focus and Description of Focus


Source : (Researcher Processed, 2019)

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To obtain the data needed in this study, “the analysis in the study used the thinking model of Miles,
researchers used three techniques in collecting data Huberman and Saldana (2014)” in which the analysis was
according to the type of research, namely interviews, known as an interactive analysis model as presented in the
observation and documentation. The qualitative data following figure 4.

Fig 4:- Componen of data analysis Interactive


Source : (Miles, Huberman dan Saldana, 2014)

IV. RESULTS AND DISCUSSION II, the number is still relatively large. As is known, PT
Angkasa Pura II provides Contact Center 1500138 and
When looking into the number of complaints from Twitter @ contactap2 Social Media services to connect with
airport service users under the handling of PT Angkasa Pura airport users”, (Angkasapura, 2017).

Fig 5:- Research Conceptual Framework


Source : (Researcher Processed, 2019).

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The governance of Soekarno-Hatta airport is based on Strategy based on GCG, has not been achieved. Then the
Good Corporate Governance; more negative impact on the low quality of services
provided".
 Transparency Principle :
Easy access to information that is supported by modern Supporting and inhibiting factors to realize quality public
technology that is online and ontime. services based on Good Corporate Governance :

 The Principle of Accountability :  Supporting factors:


Duties and responsibilities of employees have been Clear information, adequate security and safety
carried out to the fullest facilities, modern facilities available by utilizing technology,
professional employee support.
 Responsibility Principle:
Employees are responsible for the tasks and providing  Inhibiting factors:
services - Queues at the immigration room, at the time of arrival or
departure at night
 Principle of Independence: - There is no control over taking items when checking out.
Siding is rarely found
C. Minor Proposition 3:
 Principle of Equality and Fairness “If the supporting and hindering factors to realize
Better treatment in fulfilling stakeholder rights in quality public services based on Good Corporate
accordance with applicable laws and regulations, leads to Governance have not been able to be overcome properly.
rights and obligations. Then the contribution of quality services according to public
expectations is increasingly difficult to realize ".
A. Minor Proposition 1:
“If airport management is based on Good Corporate A quality public service model based on Good
Governance, namely equality and fairness have not been Corporate Governance (GCG) A quality public service
fully achieved. Then the impact on the lower quality of model based on Good Corporate Governance (GCG) is
services provided". almost fulfilled by implementation ;
1. Principles of Transparency, accountability,
Quality public service strategy based on Good responsibility, Independence and Equality and fairness.
Corporate Governance : 2. Democratic leadership that considers internal and
1. Leadership in GCG Implementation at Soekarno Hatta external
Airport There is openness in leadership with democratic 3. Quantitatively reduced complaints from public service
leadership styles internally and externally users at the airport
2. Internal Control System Supervision and advice related 4. Improved public service management supports good
to the process of adequacy and fairness in the preparation service based on GCG
of the overall report and the service sector is also
considered D. Major Proposition 4:
3. Public Service Strategy based on GCG Transformation “Airport Governance Has a Significant Contribution to
(Change Management) public services support good the Quality of Public Services in the Perspective of Good
service based on GCG Corporate Governance at the Airport Passenger Terminal.
So that quality services can realize excellent service
B. Minor Proposition 2 : according to the principles of Good Corporate Governance.”
“If a quality public service strategy based on Good
Corporate Governance, namely Internal and Public Service

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Fi 6:-Recommended Model Penelitian


Source : (Researcher Processed, 2019).

V. CONCLUSION  Principle of Equality and Fairness


Better treatment in fulfilling stakeholder rights in
After conducting a study of : “the gover-nance of accordance with applicable laws and regulations, leads to
Soekarno Hatta Airport in the perspec-tive of Good rights and obligations.
Corporate Governance to improve service quality, the
conclusions that can be drawn are as follows” is the : These five principles of: “Good Corporate Governance
serve as a guideline for evaluating whether or not the
A. Soekarno-Hatta airport governance based on Good company is successful in realizing good corporate
Corporate Governance that : governance. The company is said to be good if it has
improved quality of service as well. And in realizing Good
 Transparency Principle: Corporate Governance, PT Angkasa Pura II has supporting
Easy access to information that is supported by modern factors in the form of high employee morale in carrying out
technology that is online and ontime its duties which remain in accordance with applicable
regulations”.
 Principle of Accountability:
Duties and responsibilities of employees have been B. A quality public service strategy based on Good
carried out to the fullest Corporate Governance, that:

 Responsibility Principle:  Leadership in GCG Implementation at Soekarno Hatta


Employees are responsible for the tasks and providing Airport There is openness in leadership with democratic
services leadership styles internally and externally
 Internal Control System Supervision and advice related
 Principle of Independence: to the process of adequacy and fairness in the preparation
Siding is rarely found of the overall report and the service sector is also
considered

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 Public Service Strategy based on GCG Transformation can run its business well and generate profits / funds that are
(Change Management) of public services supports good needed by the state.
services based on GCG
D. A quality public service model based on Good Corporate
The strategy in conducting : “public service policies Governance (GCG), that : “A quality public service
carried out by PT Angkasa Pura II (Persero) views that model based on Good Corporate Governance (GCG) is
customers or users of airport services are the main almost fulfilled by implementation; Principles of
stakeholders that support the Company's business Transparency, accountability, responsibility,
sustainability. For this reason, the Company always Independence and Equality and fairness”. Democratic
optimizes service performance and quality and facilitates leadership that considers internal and external. In terms
access to airport information to meet customer of reduced number of complaints from public service
expectations”. The Company prioritizes the provision of all users at the airport, “improved public service
airport service needs and facilities to facilitate customers in management supports good service based on GCG. The
using all types of Company-owned services. Angkasa Pura public service model implemented at the airport as the
II implements strategic service measures, namely : main entry point for air transport service users is an
“providing security guarantees for airport service users by organic design model emphasizing decentra-lization, so
giving special places to certain areas for consumers, that public sector organizations are located as non-
improving the quality of services provided to customers, monolithic regulators, namely as framers and implement
increasing the ease of access to information and airport services by giving authority to units executive apparatus,
services, and providing customer complaints centers such as while the position of the community as subjects who
website, telephone complaints and the availability of jointly organize services”.
customer complaint reporting places”.
VI. SUGGESTIONS
C. Supporting and inhibiting factors to realize quality
public services based on Good Corporate Governance, 1. Soekarno-Hatta airport governance based on Good
that : Corporate Governance, that;
a. The aspect of transparency, “guarantees access or
 Supporting factors : freedom for everyone to obtain information about the
“Clear information, adequate security and safety administration of government, namely information about
facilities, modern facilities available by utilizing technology, policies, the process of making and implementing them,
professional employee support”. as well as the results achieved. Transparency is an open
policy for supervision”.
 Obstacle factor : b. Accountability aspect, “refers to the obligations of each
“Queues at the immigration room, at the time of arrival individual, group or institution to fulfill the
or departure at night - There is no control over taking items responsibilities that are mandated. This mandate
when checking out PT. Angkasa Pura II as a state company guarantees the realization of public values”.
is one of the economic actors that has a very important c. Responsibility aspect, “makes the company aware that in
function and role in economic development for the welfare its operational activities, the company also has a role to
of the people”. be accountable to shareholders as well as to other stake-
holders”.
In the current global financial crisis, PT. Angkasa Pura d. The independent aspect, “is very important in public
II is also expected to generate profits or funds that are services. In essence, being neutral is a very difficult
needed by the state. So that this role can be implemented, thing, where when faced with two choices, namely
PT. Angkasa Pura II must be managed well, based on the between right and wrong, between the interests of many
principles of good corporate governance (GCG) in order to people or business interests, between government
become an effective, efficient, professional, and able to policies/regulations or company policies, between
compete in the business world at the national, regional and corporate interests or interests of parties outside the
international levels. “The regulation does not only cover company, and others. Then partisanship is something that
internal balance that regulates the relationship between PT. cannot be avoided, in the sense of whether or not
Angkasa Pura II in a corporate structure, but also an external partisanship must occur”.
balance that emphasizes PT. Angkasa Pura II to pay
attention to the relationship with all stakehol-ders as an This aspect of : “equality and fairness requires fair
embodiment of fulfilling the company's responsibilities”. In treatment in fulfilling stakeholder rights in accordance with
the external balance, the external relations between PT. applicable laws and regulations. It is expected that fairness
Angkasa Pura II with secondary stakeholders including can be a motivating factor that can monitor and guarantee
corporate social responsibility (CSR). However, the fair treatment among various interests within the company”.
implementation of CSR must also consider the principles of The application of this principle in the company will
sound company management so that PT. Angkasa Pura II prohibit insulting practices carried out by insiders that harm
other parties.

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2. A quality public service strategy based on Good Compliance. Therefore; "It needs the support of
Corporate Governance, that: delegated structured professional bureaucracy". The
a. Attention to “achieve a balance between strength and understanding is that a decision does not always depend
authority of the company (leadership) in providing on the top level of management, so that things that are
accountability to shareholders in particular, and low-level operational can be decided by the middle level
stakeholders in general. Of course this is intended to down.
regulate the authority of directors, managers,
shareholders, and other related parties, transformational 5. Theoretical Implications
leadership is better applied to achieve quality services
based on Good Corporate Governance”.  Bureaucratic Theory
b. Internal control “while maintaining super-vision related The point of view of the bureaucracy, Weber (1978)
to the process of adequacy and fairness in the preparation and Wilson (1989) that public service as a bridge that
of financial statements, risk management by observing connects the government with the community, so that
the precautionary principle”. Implement an internal Professionally Bureaucratic or professional bureaucracy that
control system through the imple-mentation of “company is conditional can support two dimensions to see the
policies and proce-dures consistently and meet meaning of closeness between public organizations and
compliance with applicable regulations, including those community, namely : “ a).Normative closeness, means the
related to company business activities and risk extent to which policies or rules are made that voice the
management, strategic plans, division of tasks, delegation wishes, interests of the community, and closeness in the
of authority and adequate accounting policies”. area, which means that for that closeness there needs to be
c. The public service strategy adopted is main-tained and organizational units that can be easily reached by the
can be developed by taking into account the aspects of community; b). Bureaucracy must be able and willing to
weaknesses and strengths of ; “the principles of make changes to the system and work procedures that are
transparency, accountability, responsibility, more oriented to the characteristics of modern organizations,
independence and equality and fairness that have been among others, namely fast, precise, accurate, open service
implemented. Efforts that can be made are evaluating the while maintaining the quality of service”.
results achieved, measuring the performance that has
been produced in the perspective of the organization  Public Service Theory
employees and consumers public”. As a blade developed the theory of public service from
Henry, (2004), Fredrickson, (2003), and Denhardt, (2007).
3. Upporting and inhibiting factors to realize quality public “As much as possible public services as an activity to
services based on Good Corporate Governance, that : provide convenience to the community in order to meet their
a. Supporting factors, “providing improved services by needs according to the paradigm of reinventing government
presenting clear information, adequate security and and good governance, by maximizing the principles of
safety facilities, modern facilities available by utilizing quality service, namely through Excellent Services
technology, professional employee support”. according to the Concept of Good Corporate Governance
b. Inhibiting factors, “overcoming the smallest possible "which can be implied by the term (3S + 1C ) namely
queues in the immigration room, at the time of arrival or "Safety, Scurity, Satisfaction and Comfortable" which is the
departure at night by adding officers from immigrants achievement of services that provide more guarantees for
who are really able to carry out the work as well as Safety, Security, Satisfaction and Comfort”.
possible. Arranging plans and policies to control the
collection of goods at check-out so as not to bring  Theory of Good Corporate Governance As the
negative impacts so that the safety of passengers can be development of good corporate governance thought
better guaranteed”. Aldridge, E.John (2005) that GCG is a set of rules,
“practices and processes of corporate control by
4. A quality public service model based on Good Corporate involving the balancing of the interests of corporate
Governance (GCG), that : ”To achieve quality services stakeholders, such as shareholders, management,
based on the concept of Good Corporate Governance. consumers, the suppliers, financiers, the government, and
The thinking from here suggests that the next step is to the community. So Good Corporate Governance (GCG)
build a Conditional Structured Professional Burea-ucracy requires good input so that the implementation of
which will spearhead in realizing Excellent Service in management runs according to plan, aspects, from the
accordance with the Good Corporate Governance input can be in the form of hardware (hardware) and
Concept which can be implied by the term 3S + 1C”, software (software) both will be related to each other so
namely "Safety, Security, Services and Compliennes". as to create the foundation of Good Corporate
Namely the achievement of services that provide more Governance”.
guarantees for Safety, Security, Satisfaction and

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