Analisis Penerapan Prosedur Security Screening dalam Menunjang Pelayanan Kargo pada PT. Angkasa Pura Manado

Abstract

Air cargo security screening is mandatory before cargo is loaded onto aircraft, while cargo services are expected to remain fast. This study aimed to describe the implementation of general cargo screening procedures, the readiness of facilities and human resources, factors hindering cargo flow, and managerial efforts to maintain service smoothness at the cargo terminal of PT Angkasa Pura Indonesia, Sam Ratulangi International Airport Manado Branch. A descriptive qualitative approach was used. Data were collected through structured interviews with four purposively selected informants and direct observation on 16 and 24 September 2026, analyzed using the interactive model of Miles, Huberman, and Saldaña, with source and technique triangulation. Findings showed that screening was conducted in layers, comprising document verification, X-ray scanning, and hand search when required. Facility and personnel readiness was maintained through pre-shift equipment checks, periodic capacity evaluation, and personnel rolling. Hindering factors included hidden dangerous goods, unpredictable flight schedules, and congestion at the inbound breakdown and X-ray areas. Managerial efforts comprised first-in-first-out flow arrangement, personnel adjustment, and inter-unit coordination. These findings are limited because internal documents were inaccessible and service time was not measured directly. Future research should measure service time directly and involve service users.