Analisis Kualitas Pelayanan Internal pada PT XYZ
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pelayanan internal,
BUMD
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Abstract
Abstrak
Penelitian ini menganalisis kualitas pelayanan internal di PT XYZ, Badan Usaha Milik Daerah di sektor Niaga Gas dan Minyak Bumi. Pendekatan kualitatif digunakan melalui wawancara mendalam dengan 10 responden dari berbagai departemen. Analisis hasil wawancara mengidentifikasi lima aspek utama yang memengaruhi kualitas pelayanan internal: keandalan, daya tanggap, kompetensi karyawan, dukungan infrastruktur, dan budaya organisasi. Temuan menunjukkan bahwa pelayanan internal masih menghadapi kendala pada ketepatan waktu, responsivitas, dan keterbatasan infrastruktur komunikasi. Selain itu, keterampilan komunikasi dan kolaborasi antar-karyawan perlu ditingkatkan, sementara budaya organisasi kurang mendukung interaksi lintas-departemen. Untuk memperbaiki kualitas pelayanan, disarankan agar PT XYZ menetapkan standar waktu pelayanan, mengadakan pelatihan keterampilan interpersonal, dan memperbarui infrastruktur teknologi. Dengan demikian, perbaikan pada aspek-aspek ini diharapkan dapat meningkatkan kualitas pelayanan internal, yang pada akhirnya berdampak positif pada kinerja perusahaan.
Kata Kunci:
Kualitas Pelayanan; Pelayanan Internal; BUMD
Abstract
This study analyzes the quality of internal service at PT XYZ, a Regional State-Owned Enterprise in the Gas and Oil Trading sector. A qualitative approach was employed through in-depth interviews with 10 respondents from various departments. Analysis of the interview results identified five key aspects affecting the quality of internal service: reliability, responsiveness, employee competency, infrastructure support, and organizational culture. The findings indicate that internal service still faces challenges in terms of timeliness, responsiveness, and limitations in communication infrastructure. Additionally, communication and collaboration skills among employees need improvement, while the organizational culture does not sufficiently support cross-departmental interactions. To enhance service quality, it is recommended that PT XYZ establish service time standards, conduct interpersonal skills training, and upgrade technological infrastructure. Thus, improvements in these areas are expected to enhance the quality of internal service, ultimately positively impacting the company's performance.
Keywords:
Service Quality; Internal Service; BUMD
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