The Effect of Standard Operating Procedures (SOP) on Service Quality at KFC in Baubau City

Muhammad Makrifat Adnan; Al Hasin

doi:10.55927/ajabm.v4i4.607

Authors

Muhammad Makrifat Adnan Universitas Islam Indonesia
Al Hasin Universitas Islam Indonesia

DOI:

https://doi.org/10.55927/ajabm.v4i4.607

Keywords:

Cleanliness SOP, Customer Service SOP, Food Serving SOP, and Complaint Handling SOP, Service Quality

Abstract

This study aims to determine the effect of the Cleanliness Standard Operating Procedure (SOP) on service quality at KFC Baubau City, to examine the effect of the Customer Service SOP on service quality at KFC Baubau City, to analyze the effect of the Food Serving SOP on service quality at KFC Baubau City, and to identify the effect of the Complaint Handling SOP on service quality at KFC Baubau City. The study employs a quantitative approach, with data collected through questionnaires distributed to consumers who have visited, purchased products, and experienced services at KFC Baubau City. The total sample in this research consists of 200 respondents. Data analysis was conducted using SPSS software with relevant statistical tests to examine the relationships between variables. The independent variables in this study include the Customer Service SOP, Cleanliness SOP, Food Serving SOP, and Complaint Handling SOP, while the dependent variable is Service Quality. The results of the study indicate that the Customer Service SOP, Cleanliness SOP, Food Serving SOP, and Complaint Handling SOP have a positive and significant influence on service quality.

References

A.A. Istri Ngurah Dyah Prami, Ni Putu Widiasturi, & I Kadek Ardi Ariestawa. (2021). Pengaruh Standar Operasional Prosedur Terhadap Kualitas Pelayanan Room Attendant Pada Alam Boutique Resort Umalas Seminyak. Journal of Applied Management Studies, 2(2), 107–120. https://doi.org/10.51713/jamms.v2i2.37

Ambarwati, R., & Supardi. (2021). Manajemen Operasional dan Implementasi dalam Industri. Penerbit Pustaka Rumah C1nta.

Apriyani, D. A. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen. Jurnal Administrasi Bisnis, 51(2), 1–7.

Arnina, P. (2016). Langkah-Langkah Efektif Menyusun SOP. Huta Publisher.

Chapitoline, G. G. (2024). Pengaruh Standar Operasional Prosedur (Sop) Terhadap Kualitas Pelayanan Kafe Fifty Fifty Jember.

Danuri, & Maisaroh, S. (2019). METODOLOGI PENELITIAN PENDIDIKAN (A. C (ed.)). Penerbit Samudra Biru.

Dewangkara, P., & Hasin, A. (2023). Pengaruh Standar Operasional Prosedur (SOP) terhadap Kualitas Layanan (Studi Pada Balakosa.Co). Selekta Manajemen: Jurnal Mahasiswa Bisnis Dan Manajemen, 02(02), 8–19. https://journal.uii.ac.id/selma/index

Fajar Nur’aini D. F., M. P. (2019). Panduan Lengkap Menyusun SOP & KPI. Anak Hebat Indonesia. https://books.google.co.id/books?id=94P1DwAAQBAJ

Ghozali, I. (2021). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 26. In Seminar Nasional Hasil Penelitian-Stimik Handayani Denpasar (10th ed.). Universitas Diponegoro.

Hari, P. (2017). Manajemen Operasi. In CV.SIGMA.

Heizer, J., & Render, B. (2015). Manajemen Operasi: Manajemen Kebarlangsungan dan Rantai Pasaokan (11th ed.). Salemba Empat.

Hurriyati, R. (2005). Bauran pemasaran dan loyalitas konsumen. Alfabeta.

Kotler, P., & Keller, K. L. (2016). Marketing Management. Pearson India Education Services. https://books.google.co.id/books?id=5-U5zgEACAAJ

Luthfiyah, M. F. (2018). Metodologi penelitian: penelitian kualitatif, tindakan kelas & studi kasus. CV Jejak (Jejak Publisher). https://books.google.co.id/books?id=UVRtDwAAQBAJ

Noor, H. R. Z. Z. (2020). Metodologi penelitian kualitatif dan kuantitatif: petunjuk praktis untuk penyusunan skripsi, tesis, dan disertasi : tahun 2015. Deepublish. https://books.google.co.id/books?id=v37LEAAAQBAJ

Novitasari, D. (2022). Manajemen Operasi: Konsep dan Esensi. In Salemba Empat.

Prof. Dr. Ir. Untung Rahardja, M. T. I. M. M., Dr. Ir. Sudaryono, M. P. M. T. I., & Dr. Ir. Mochamad Heru Riza Chakim, M. M. (2023). Statistik Deskriptif Teori. Rumus. Kasus Untuk Penelitian. Asosiasi Pendidikan Tinggi Informatika dan Komputer (APTIKOM). https://books.google.co.id/books?id=VF_UEAAAQBAJ

Putra, I. M. (2020). Panduan Mudah Menyusun SOP: Langkah Utama Menciptakan Pengendalian Mutu yang Baik. Anak Hebat Indonesia. https://books.google.co.id/books?id=RX9OEAAAQBAJ

Refaldi, A. M., & Purnama, N. bani. (2022). Pengaruh Standar Operasional Prosedur (SOP) terhadap Kualitas Pengiriman di J&T Express Kota Yogyakarta. Selekta Manajemen: Jurnal Mahasiswa Bisnis & Manajemen, 01(06), 101–111. https://journal.uii.ac.id/selma/index

Sailendra, A. (2015). Langkah-langkah praktis membuat SOP. Trans Idea Publishing.

Saputra, D., Berry, Y., Hamali, S., Gaspersz, V., Syamil, A., Ubud, S., Waty, E., Rahadian, D., Ali, A., & Marpaung, A. B. (2023). MANAJEMEN OPERASI: Inovasi, Peluang, dan Tantangan Ekonomi Kreatif di Indonesia. PT. Sonpedia Publishing Indonesia.

Soemohadiwidjojo, A. T. (2014). Mudah Menyusun SOP (Andriansyah (ed.)). Penebar PLUS+. https://books.google.co.id/books?id=g3VmCAAAQBAJ

Sugiyono. (2023). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.

Tanjung, Y. O., Zain, J., & Brown, A. (2017). PENGARUH PENERAPAN STANDAR OPERASIONAL PROSEDUR TERHADAP KUALITAS PELAYANAN DI PELABUHAN PERIKANAN NUSANTARA SIBOLGA PROVINSI SUMATERA UTARA.

Tjiptono, F., & Chandra, G. (2016). Service, Quality dan Statisfaction (4th ed.). C.V ANDI OFFSET.

Umar, H. (2002). Metode riset bisnis: panduan mahasiswa untuk melaksanakan riset dilengkapi contoh proposal dan hasil riset bidang manajemen dan akuntansi. Gramedia Pustaka Utama. https://books.google.co.id/books?id=ihn8T5S8HaQC

Utama, R. E., Gani, N. A., Jaharuddin, & Priharta, A. (2019). Manajemen Operasi. UM Jakarta Press.

Zeithaml, V. A., & Bitner, M. J. (1996). Services Marketing. McGraw Hill.