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This study aims to explore the implementation of Standard Operating Procedures for immigration services at TPI Tanjung Priok Port and examine its impact on service effectiveness in Indonesia's maritime sector. The research employed a qualitative approach to analyse the gap between formal SOP guidelines and on-the-ground practices, examining internal and external factors, including resource limitations, technological constraints, and inter-agency coordination issues. The findings reveal significant disparities that lead to both positive and negative discretion amongst frontline Immigration officers, influencing service consistency, efficiency, and transparency. Negative discretion results in procedural deviations that compromise reliability and potentially foster corruption, delays, and inefficiencies. In contrast, positive discretion emerges as adaptive responses indicating weaknesses in SOP design or infrastructure. The study concludes that enhancing frontline officers' competence, motivation, and accountability is essential for achieving desired outcomes, whilst integrating technological solutions such as digital documentation and real-time monitoring is vital for streamlined, transparent, and accountable procedures. Improving SOP adherence, coupled with better resource allocation and inter-institutional cooperation, can significantly reduce vessel turnaround times, lower logistics costs, and bolster maritime competitiveness. The research advocates for dedicated training programmes, supervisory systems, and technological innovations to ensure SOP compliance, minimise discretion-driven deviations, and promote accountability, thereby optimising maritime service delivery and supporting Indonesia's strategic maritime development objectives.

Airport Operation Landside and Terminal (Aolt) officers still often find field inspections and find findings stating that the facilities in the airport terminal area are functioning normally, the facilities are normal and the toilets are clean and fragrant and dry, all findings are documented to be reported and repairs are carried out by the relevant units to carry out checks and all activities and findings regarding damage to facilities are reported in the manual log book recording and the my inspection application. This researcher aims 1). Knowing the performance of AOLT officers at Adisutjipto Yogyakarta International Airport.2). Find out what the role of officers is in inspecting facilities at the Yogyakarta Adisutjipto International Airport terminal. 3). Knowing the efforts of AOLT officers in overcoming obstacles to inspection of facilities at Adisutjipto International Airport. This research uses qualitative methods. Research subjects and objects, researchers are supported by data collectors using observation methods, interview methods, and documentation methods with supporting documents at the Airport Operation Landside and Terminal (Aolt) units to answer the research problem formulation, the researchers carried out 3 stages of data analysis techniques consisting of data reduction, data presentation, and conclusions and verification. The results of this research show that 1) AOLT officers have compliance with good inspection procedures, adequate abilities in identifying problems, and effective reporting and communication processes, 2) Airport Operation Lanside and Terminal officers at Adisutjipto Yogyakarta International Airport have a major role in monitoring facility conditions, reporting findings, corrective actions, and coordinating with related parties. 3) In handling facilities, the solutions implemented must focus on expanding facilities, regular maintenance, improving services, and collaborating with related parties. In this way, airport toilets can become more comfortable facilities and meet higher standards.

Air transportation is any activity that uses aircraft to transport passengers or goods or cargo for one or more airport trips that is time efficient and more effective, and still prioritizes safety to this day. On time performance has a very important influence in the world of aviation. This research uses descriptive qualitative research methods, sources those interviewed were members of Apron Movement Control. The results of this research show that the number of parking stands to achieve on time performance (OTP) at Husein Sastranegara Bandung International Airport has been fulfilled. Apron Movement Control (AMC) officers in optimizing the number of parking stands to achieve On Time Performance (OTP) for flights at Husein Sastranegara Bandung International Airport optimize the use of parking stands that can be used, First Come First Service, Good Communication and Coordination with units related, and Placing the aircraft parking position not too close to the terminal (Remote Stand).    

To achieve excellent service, a company’s employees must possess certain qualities, such as a passion for work and an attitude of always being ready to assist as well as having the capacity to handle customer complaints professionally. Service to service users at Yogyakarta International Airport, both at the departure terminal and arrival terminals, is critical for passengers. One of these is transit and transfer services for passengers. The purpose of this research is to find out the impact of Transit and Transfer officers’ service quality on passenger satisfaction and to identify what service quality attributes transit and transfer officers at Yogyakarta International Airport should develop. This research employed the importance-performance analysis (IPA) approach. The sample size was 100 respondents, obtained by distributing questionnaires to 100 respondents who were in transit or transferring at Yogyakarta International Airport and measured using the Slovin formula. The data were analyzed using Gap analysis with the SERVQUAL method and importance-performance analysis (IPA). The research results show that the analysis of the level of conformance and the reality-expectation gap based on the five SERVQUAL dimensions of the service quality of Transit and Transfer officers at Yogyakarta International Airport is good in satisfying passenger expectations. The average gap dimension analysis indicates that the service of Transit and Transfer officers are providing satisfactory service based on passengers’ perceptions, with an average score of <-1. Based on the Cartesian diagram mapping, 6 attributes are considered important by passengers and need priority action and carry out evaluations and improvements based on the mapping results through importance-performance analysis, with the physical evidence dimension resulting in the lowest quality dimension and requiring priority improvement action.

This research aims to find out: how regular monitoring of waiting room facilities by the terminal service officer unit is important to ensure that waiting room facilities are comfortable for passengers to use. If the terminal service office officers are negligent or do not adhere to the SOP guidelines in carrying out supervision, it can result in the functions of the waiting room facilities not being properly monitored so that when there are damaged facilities and so on they cannot be handled quickly which results in passengers experiencing problems. Disappointment This study used qualitative research methods. The data collection techniques used were observation, interviews, documents, and documentation along with observations. The researcher directly carried out observations, the researcher also explained the results of the data taken during the interviews and observations. For the interview, the researcher interviewed the terminal service office officers 3 sources with the document data obtained researcher from documentation of the activities of terminal service office officers when carrying out duties and responsibilities in the field and also in the form of implementation documents for the data analysis techniques used, namely data collection, data reduction, data presentation, discussion, and conclusions. The role of the performance of Terminal Service office officers in carrying out their duties and responsibilities to carry out operational activities for all facilities by the Standard Operational Procedures in the terminal service office By providing all facilities, especially in the departure and arrival areas, which makes service users feel satisfied. Obstacles faced by Terminal service office Based on the results of observations or field observations, it is the lack of personnel and lack of coordination with related units in carrying out operational activities which is the cause of the failure to fulfill the maximum performance of Terminal Service office officers to support security, comfort, smoothness, and safety of anyone at the airport.

The Terminal Service Officer, or better known as the Terminal Inspection Service, is a work unit tasked with supervising all facilities in the Land Side area of the airport, curb/sidewalk, parking area and terminal building. Before the airport operates, the Terminal Service Officer ensures or checks in advance whether all facilities are ready to operate or not, if one of these facilities is not ready, it will affect the operational processes of El Tari Kupang International Airport and can also pose a risk to the performance of TSO officers. . The purpose of this research is to find out the performance and efforts of Terminal Service Officers in resolving obstacles to facility monitoring at El Tari Kupang International Airport. This study used a qualitative descriptive method using data from interviews with 3 Terminal Service Officers, observation and documentation. The data analysis technique used in this study is data reduction, data presentation and drawing conclusions. Based on the results of this study, Terminal Service Officers (TSO) have duties and responsibilities that are in accordance with Standard Operating Procedures including facilities that are the responsibility of Terminal Service Officers, especially the land side area, passenger terminal and departure/arrival area, carry out routine checks supporting facilities to keep them operating properly. If in carrying out the supervision there is a damaged facility, it will be immediately coordinated with the unit concerned and repaired immediately.