Managing Customer Service In Sukarno Hatta International Airport Of Cengkareng Jakarta Viewed By Good Corporate Governance (Gcg) Perspective

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Mardiyono , Sunarno , Sigit Wahyudi


Background: In recent years, service quality and customer satisfaction have declined due to various changes that have raised public concerns about the quality of public services. GCG perspective sounds urgent to improve customer service and to give problem solution comprehensively. GCG has close relations to corporate customer service.

Purpose: the aims of this research is to Manage Customer Service in Sukarno Hatta International Airport of Cengkareng Jakarta Viewed By Good Corporate Governance (GCG) Perspective

Method: This research type is descriptive and its approach is post positivism. The research focus is to describe, exploit and analyze the management of Soekarno-Hatta International Airport in the fulfillment of quality customer service. Data collection technique uses indepth interview, open-ended observation and documentation study.

Results: the results shows that Good Corporate Governance in Soekarno Hatta International Airport based its implementation on enforcement of Good Corporate Governance princiles, i.e. Transparency, Independence, Accountability, Responsibility, and Fairness. Five Good Corporate Governance principles make corporate assessment guidance upon success or fail in the realization of GCG application.

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