Analysis of the Implementation of Sign Language Education and Training for Frontline Staff at PT Angkasa Pura Indonesia

Abstract

This study aims to analyze the implementation of sign language education and training for frontline staff at PT Angkasa Pura Indonesia at I Gusti Ngurah Rai International Airport, Bali, and its contribution to enhancing staff performance in delivering inclusive services. A qualitative approach with a descriptive method was employed. The study involved six informants—comprising one Human Capital Development representative, one Customer Service Officer Leader, two Customer Service officers, and two Aviation Security (AVSEC) officers—selected using purposive sampling. Data were collected through observation, in-depth interviews, and documentation, then analyzed using data reduction, data presentation, and conclusion-drawing techniques. The results indicate that the sign language education and training were conducted systematically, encompassing training needs analysis, participant selection, material development, training delivery, and evaluation of training outcomes. The discussion reveals that the training contributed to enhancing frontline staff competence, evidenced by improved sign language understanding, the ability to communicate with passengers with hearing impairments, increased confidence in service delivery, and the creation of more responsive and inclusive services. In conclusion, sign language education and training contribute to improving the competence and performance of frontline staff while supporting the realization of more inclusive airport services for all service users.