ANALISIS PERFORMA KUALITAS LAYANAN INTERNAL MENGGUNAKAN METODE INTQUAL DAN PENDEKATAN ERGONOMI PARTISIPATORI PT KREASI BISNIS NUSANTARA

Unzhurna Asiyam, NIM.: 22106060025 (2026) ANALISIS PERFORMA KUALITAS LAYANAN INTERNAL MENGGUNAKAN METODE INTQUAL DAN PENDEKATAN ERGONOMI PARTISIPATORI PT KREASI BISNIS NUSANTARA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

PT Kreasi Bisnis Nusantara, a company in the Food and Beverage sector, experienced an increase in order errors exceeding the company's target, allegedly due to employee dissatisfaction with internal services that have not been systematically measured. This study aims to analyze the level of employee satisfaction with internal service quality, identify priority dimensions for improvement, and formulate solution recommendations using a Participatory Ergonomics approach and the Delphi method. Satisfaction measurement was conducted using the Internal Service Quality (Intqual) method through a questionnaire distributed to 35 employees. Importance-Performance Analysis (IPA) was employed to map the gaps between perception and expectation. The results indicate that all internal service dimensions have negative gap values, with the Teamwork dimension being the top priority for improvement (gap -1.49). The critical attribute is the lack of clarity in task division during product updates (X3, gap -0.54), which falls into Quadrant I of the IPA. Through participatory discussions involving HR management, shift employees, and the product development team, three improvement proposals were formulated: developing participatory product update SOPs, conducting limited shift tryout simulations, and implementing mandatory 10-minute shift briefings with a checklist. The Delphi method, conducted over two rounds, established the solution priorities in order: participatory SOP development (priority 1), shift simulation (priority 2), and mandatory briefing (priority 3). These recommendations are expected to enhance employee job satisfaction and the company's operational stability sustainably.

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