Peningkatan Kualitas Layanan Jasa Perbaikan Kapal di PT Ganesha Energi Indonesia melalui Audit Kepatuhan terhadap Implementasi Standar Operasional Prosedur (SOP)
DOI:
https://doi.org/10.30651/jms.v9i5.24782Abstract
Penelitian ini bertujuan untuk mengevaluasi penerapan Standar Operasional Prosedur (SOP) di PT Ganesha Energi Indonesia dalam rangka meningkatkan kualitas layanan jasa perbaikan kapal. Menggunakan pendekatan kualitatif, penelitian ini menggabungkan wawancara mendalam, pengamatan langsung, dan analisis dokumen SOP. Hasil penelitian menunjukkan bahwa kepatuhan teknisi terhadap SOP sudah memadai pada beberapa tahapan, seperti persiapan pekerjaan dan pemasangan panel listrik. Namun, terdapat ketidakpatuhan pada tahap penyambungan kabel dan pemasangan komponen, serta pelanggaran terkait penggunaan alat pelindung diri (PPE) yang meningkatkan risiko kecelakaan. Kendala utama penerapan SOP meliputi keterlambatan pengadaan material, pengawasan yang kurang rutin, dan minimnya pelatihan berkelanjutan untuk teknisi. Dampaknya, kualitas layanan menurun, dengan keterlambatan pengerjaan dan hasil perbaikan yang tidak optimal, yang berpotensi merugikan kepuasan pelanggan. Penelitian ini merekomendasikan peningkatan pengawasan lapangan, pelatihan teknisi yang lebih intensif, serta perbaikan manajemen logistik pengadaan material untuk memperbaiki kualitas layanan, menjaga kepuasan pelanggan, dan memperkuat daya saing perusahaan.
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