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With the increasing number of airlines, competition in passenger growth and retention has become increasingly tight. Citilink, one of the leading airlines, understands the importance of providing the best service to its passengers, especially during the check-in process before flights. This research aims to analyze the quality of service provided by check-in counter staff at Citilink, particularly at PT. Gapura Angkasa at Zainuddin Abdul Madjid International Airport, Lombok.Through qualitative research methods including observation, interviews, and documentation, this study aims to understand the level of satisfaction and identify areas for improvement in the check-in counter service. Findings indicate that Citilink has implemented various strategies to enhance passenger experience, including the use of automated information systems and routine training programs for staff. The services provided adhere to established SOPs, demonstrating the airline's commitment to providing consistent, professional, and standards-compliant service.

This research is a type of quantitative descriptive research, namely a researcher who describes the research variables using a quantitative approach. The population in this study were all employees totaling 17 employees. The sample in this study used a saturated sample, namely the entire population was used as a sample. Data collection used a questionnaire method. The questionnaire method was carried out to obtain respondents' responses regarding the variables of Employee Competence and Service Quality. Data analysis used to test the hypothesis in this study was using Simple Linear Regression analysis found in the SPSS v. 19 program. The results of this study are that Employee Competence significantly influences Service Quality with a positive coefficient, which explains that there is a directly proportional relationship between the two variables. With the Regression Coefficient of the Employee Competence Variable (X) of 0.321, meaning that if X is increased by 1 then Y will increase by 0.321, this shows that the better the employee's competence, the better the quality of service at the Rakam Lombok Timur Village Office. The sig value of 0.038 illustrates that Employee Competence has a positive and significant influence on Service Quality, meaning that the better the Employee Competence, the Service Quality will increase. Service is said to be of quality or satisfactory if the community is satisfied with the service provided and can meet the expectations of the community.

Archives as a memory center and as a source of written information must be available when needed in order to provide effective service. Therefore, in managing archives, the archiving system must be considered with the state of the organization in achieving its goals. The effectiveness of archiving management is also influenced by employees working in the archiving unit, the facilities used and the funds available for maintaining archives. This study is a type of quantitative descriptive research, namely research that describes research variables using a quantitative approach. The population in this study were all Satpol PP employees 320. The sample in this study used a Nonprobability sampling sample, a sampling technique that does not provide the same opportunity/chance as the accidental sampling technique, namely anyone he meets becomes a sample. The number of samples in this study was 76 respondents. Data collection used a questionnaire method. The questionnaire method was carried out to obtain respondents' responses regarding work facilities and archiving management. Data analysis used to test the hypothesis in this study was using Simple Linear Regression analysis found in the SPSS v. 1.0 program. 19 The results of the study show that work facilities significantly influence archive management with a positive coefficient, which explains that there is a directly proportional relationship between the two variables. With the Regression Coefficient of the Work Facilities Variable (X1) of 0.949 with a sig value of 0.000, it illustrates that Work Facilities have a positive and significant influence on archive management, meaning that the more complete the work facilities owned by the agency, the easier it will be to manage its archives.