Kualitas Pelayanan Internal Divisi Finance Logistik : Analisis SERVQUAL pada Administrasi Pengadaan di Perusahaan Manufaktur di PT.XXX

Abstract

Internal service quality is an important aspect of supporting operational efficiency and employee performance in a company. The Finance Logistics Division at PT. XXX provides procurement administration services to various divisions, including Purchase Request (PR) processing, document verification, Purchase Order (PO) issuance, and coordination with related parties. This study aims to analyze the service quality of the Finance Logistics Division, identify the challenges encountered during the service process, and examine the efforts made to improve internal service quality. This study used a descriptive qualitative approach. Data were collected through observation and interviews with three informants selected using purposive sampling, consisting of a service provider, a coordinator of users’ needs, and an internal service user. The data were analyzed using the Miles and Huberman model, which includes data reduction, data display, and conclusion drawing, with the five SERVQUAL dimensions—tangibles, reliability, responsiveness, assurance, and empathy—as the analytical framework. The results show that internal services generally run effectively. The tangibles dimension is supported by adequate work facilities, the Accurate system, organized archives, and operational mobile phones that support administrative activities and coordination. The reliability dimension is shown by consistent PR verification before PO issuance, although revisions are still needed due to inaccurate information and sudden procurement needs. The responsiveness dimension is reflected in the follow-up of PRs and communication when document revisions are needed. Assurance and empathy are reflected in employees’ understanding of procedures and attention to users’ needs. The findings show that service quality is not only influenced by the Finance Logistics Division but also by the accuracy of information and coordination among units throughout the PR-to-PO process. Therefore, improving cross-unit coordination and the accuracy of procurement requests is important to increase the effectiveness of internal procurement administration.