ANALISIS KEPATUHAN KARYAWAN TERHADAP PENERAPAN STANDAR OPERASIONAL PROSEDUR (SOP) PELAYANAN DI PT. ASTRINDO SATRYA KHARISMA CABANG PLAZA OLEOS

SYARIFATUNNISA, . (2024) ANALISIS KEPATUHAN KARYAWAN TERHADAP PENERAPAN STANDAR OPERASIONAL PROSEDUR (SOP) PELAYANAN DI PT. ASTRINDO SATRYA KHARISMA CABANG PLAZA OLEOS. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Standar Operasional Prosedur (SOP) adalah pedoman tertulis yang berisi prosedur-prosedur operasional standar di dalam suatu organisasi yang digunakan untuk memastikan bahwa semua keputusan dan tindakan, serta penggunaan fasilitas-fasilitas proses yang dilakukan oleh orang-orang di dalam organisasi berjalan efektif dan efisien serta untuk mencapai tujuan organisasi. Dalam memberikan pelayanan, khususnya dalam bidang jasa diharapkan memberikan pelayanan yang terbaik dengan cara menjalankan tugasnya sesuai dengan standar operasional prosedur (SOP). Dengan menerapkan Standar Operasional Prosedur (SOP) diharapkan akan membantu mencapai tujuan perusahaan dan sebagai pedoman karyawan dalam melakukan tugasnya agar meminimalisir kesalahan karyawan dalam mengerjakan pekerjaannya. Penelitian ini bertujuan untuk mengetahui sejauh mana tingkat kepatuhan karyawan terhadap Standar Operasional Prosedur (SOP) di PT. Astrindo Satrya Kharisma Cabang Plaza Oleos dan Untuk mengetahui faktor apa saja yang mendukung dan menghambat tingkat kepatuhan karyawan terhadap Standar Operasional Prosedur (SOP) dalam meningkatkan kualitas pelayanan di PT. Astrindo Satrya Kharisma Cabang Plaza Oleos. Metode penelitian yang digunakan adalah deskriptif kualitatif dengan teknik pengumpulan data menggunakan observasi, wawancara, dan dokumentas. Hasil penelitian ini menunjukan bahwa masih terdapat karyawan yang tidak patuh terhadap Standar Operasional Prosedur (SOP). Kesimpulan dari penelitian ini adalah tingkat kepatuhan karyawan terhadap Standar Operasional Prosedur (SOP) masih kurang optimal. Kata Kunci: Kepatuhan Karyawan, Standar Operasional Prosedur (SOP), Kualitas Pelayanan ***** Standard Operating Procedures (SOP) are written guidelines containing standard operational procedures within an organization which are used to ensure that all decisions and actions, as well as the use of process facilities carried out by people within the organization are effective and efficient and to achieve organizational goals. In providing services, especially in the service sector, it is hoped that they will provide the best service by carrying out their duties in accordance with standard operating procedures (SOP). By implementing Standard Operating Procedures (SOP), it is hoped that it will help achieve company goals and serve as a guide for employees in carrying out their duties in order to minimize employee errors in carrying out their work. This research aims to determine the extent of employee compliance with Standard Operating Procedures (SOP) at PT. Astrindo Satrya Kharisma Plaza Oleos Branch and To find out what factors support and hinder the level of employee compliance with Standard Operating Procedures (SOP) in improving service quality at PT. Astrindo Satrya Kharisma Plaza Oleos Branch. The research method used is descriptive qualitative with data collection techniques using observation, interviews and documentation. The results of this research show that there are still employees who do not comply with Standard Operating Procedures (SOP). The conclusion of this research is that the level of employee compliance with Standard Operating Procedures (SOP) is still less than optimal. Keywords: Employee Compliance, Standard Operating Procedures (SOP), Service Quality

Item Type:	Thesis (Sarjana)
Additional Information:	1). Rahmat Darmawan, S.Pd.,M.M.Par. ; 2). Heryanti Utami, S.ST.,M.M.Par.
Subjects:	Ilmu Sosial > Ilmu Sosial (Umum) Manajemen > Manajemen Sumber Daya Manusia
Divisions:	FIS > D IV Usaha Perjalanan Wisata
Depositing User:	Users 22603 not found.
Date Deposited:	22 Jul 2024 04:37
Last Modified:	22 Jul 2024 04:37
URI:	http://repository.unj.ac.id/id/eprint/45860

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