The Impact of The Quantity Of Customer Service Officers (CSO) at Minangkabau International Airport on Passenger Information Services

Abstract

In airport operations, there are several interconnected parts, one of which is the Customer Service Officer (CSO). This research adopted a quantitative approach by taking samples from 7 CSO staff and 487 passengers. The calculation results show that the number of Customer Service Officer (CSO) personnel has an influence of 8.51% on variable Y (quality of information service to passengers). The simple regression equation obtained is Y = 5.117 + 0.851X, which shows that the number of CSO personnel has a positive influence on the quality of service at Minangkabau International Airport. Therefore, more Customer Service Officer (CSO) personnel improve the quality of service provided to passengers without being affected by the number of passengers.