ANALISIS PERAN UNIT SEKRETARIS GENERAL MANAGER DALAM PENINGKATAN KUALITAS PELAYANAN ADMINISTRASI DI PT ANGKASA PURA INDONESIA

Abstrak

Penelitian ini menganalisis peran Unit Sekretaris General Manager dalam meningkatkan kualitas pelayanan administrasi di PT Angkasa Pura Indonesia dengan menggunakan pendekatan kualitatif deskriptif melalui wawancara, observasi, dan dokumentasi pada Bandar Udara I Gusti Ngurah Rai–Bali. Berdasarkan Teori Peran Biddle (1986), temuan menunjukkan bahwa indikator role expectation, role performance, role conflict, dan role clarity berkontribusi signifikan terhadap efisiensi administratif, antara lain melalui pengurangan duplikasi tugas, peningkatan ketepatan waktu, dan perbaikan koordinasi. Unit sekretaris berfungsi sebagai mitra strategis pimpinan yang memfasilitasi komunikasi efektif dan koordinasi lintas unit, sehingga meningkatkan akurasi dokumen dan responsivitas operasional bandara, dengan role performance dan role clarity sebagai kekuatan utama sementara role conflict diminimalkan melalui penetapan prioritas tugas, pembagian kerja yang jelas, dan dukungan organisasi. Kesimpulan menegaskan bahwa sekretaris telah berevolusi dari pelaksana administratif menjadi elemen penting good corporate governance, dengan rekomendasi penguatan kapasitas profesional, penyempurnaan SOP, dan penguatan mekanisme koordinasi untuk menjaga keberlanjutan peningkatan kualitas pelayanan administrasi, serta saran penelitian lanjutan berupa analisis kuantitatif terhadap dampaknya pada produktivitas organisasi.

This research analyzes the role of the General Manager's Secretariat Unit in enhancing the quality of administrative services at PT Angkasa Pura Indonesia, employing a qualitative descriptive approach through interviews, observations, and documentation at I Gusti Ngurah Rai Airport–Bali. Based on Biddle's Role Theory (1986), the findings indicate that the indicators of role expectation, role performance, role conflict, and role clarity significantly contribute to administrative efficiency, including through task duplication reduction, improved timeliness, and enhanced coordination. The secretariat unit functions as a strategic partner to leadership, facilitating effective communication and cross-unit coordination, thereby boosting document accuracy and operational responsiveness at the airport, with role performance and role clarity as primary strengths while role conflict is mitigated through task prioritization, clear work division, and organizational support. The conclusion affirms that secretaries have evolved from administrative executors to key elements of good corporate governance, with recommendations for strengthening professional capacity, refining SOPs, and bolstering coordination mechanisms to sustain improvements in administrative service quality, alongside suggestions for future quantitative research on its impact on organizational productivity.