Analisa Kepuasan Internal User terhadap Kualitas Pelayanan Divisi Material Management SCM menggunakan Metode SERVQUAL dan Importance Performance Analysis
DOI:
https://doi.org/10.59024/jisi.v4i4.2547Keywords:
Importance Performance Analysis, Internal Service Quality, Material Management, SERVQUAL, Supply Chain ManagementAbstract
The Material Management Division under the Supply Chain Management (SCM) Department of PT XYZ serves as a central internal service unit responsible for material procurement, storage, and distribution to internal user divisions in mining and nickel processing operations. Delays or inaccuracies in service may contribute to equipment downtime and reduced production output, while systematic measurement of internal service quality in Indonesia’s mining sector remains limited. This study integrates the SERVQUAL model with Importance Performance Analysis (IPA) within an internal business to business (B2B) mining logistics context. A quantitative descriptive approach was applied to 35 purposively sampled internal users using a 25 item questionnaire covering five SERVQUAL dimensions. Data were analyzed using Pearson product-moment validity testing, Cronbach’s Alpha reliability testing, SERVQUAL gap analysis, the Shapiro-Wilk normality test, the Wilcoxon signed rank test, and IPA quadrant mapping. All 25 items were valid (r-count > 0.334) and highly reliable (Cronbach’s Alpha 0.966–0.976). All SERVQUAL dimensions showed negative gaps, with an overall gap of -0.431; Responsiveness recorded the largest gap (-0.537), followed by Reliability (-0.520). Twenty-three of 25 gaps were statistically significant (p < 0.05). IPA placed material specification accuracy, on time delivery, and communication response speed in Quadrant I as top improvement priorities. These findings provide an actionable roadmap for internal service quality improvement in heavy-industry supply chains.
References
Andrianto, et al. (2026). Analisis kinerja produksi untuk peningkatan output menggunakan theory of constraints di PT XYZ. Jurnal Ilmiah Teknik Industri dan Inovasi, 4(3). https://doi.org/10.59024/jisi.v4i3.1754
de Bruin, L., Roberts-Lombard, M., & de Meyer-Heydenrych, C. (2021). The interrelationship between internal marketing, employee perceived quality and customer satisfaction: A conventional banking perspective. Cogent Business & Management, 8(1), Article 1872887. https://doi.org/10.1080/23311975.2021.1872887
Hutabarat, R., Sitompul, C., & Pratama, A. (2025). Evaluasi kelengkapan dokumen administrasi pada proses pengadaan barang di industri manufaktur. Jurnal Manajemen Rantai Pasok, 6(1), 15–24. https://doi.org/10.30587/jmrp.v6i1.5521
Ivander, et al. (2026). Analisis pengendalian cacat produk pada proses assembly sepatu kulit menggunakan metode DMAIC, FMEA, dan cost of quality. Jurnal Ilmiah Teknik Industri dan Inovasi, 4(3). https://doi.org/10.59024/jisi.v4i3.1787
Jusufbašić, A., & Stević, Ž. (2023). Measuring logistics service quality using the SERVQUAL model. Journal of Intelligent Management Decision, 2(1), 1–10. https://doi.org/10.56578/jimd020101
Kusumawardhana, W. R. (2025). Literature review: Metode Webqual 4.0 dalam pengukuran kualitas website. SABER: Jurnal Teknik Informatika, Sains dan Ilmu Komunikasi, 3(3), 334–340. https://doi.org/10.59841/saber.v3i3.3112
Lu, S.-J., Kao, H.-O., Chang, B.-L., Gong, S.-I., Liu, S.-M., Ku, S.-C., & Jerng, J.-S. (2020). Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: A prospective study at a medical center in Taiwan. BMC Health Services Research, 20, Article 908. https://doi.org/10.1186/s12913-020-05764-8
Martilla, J. A., & James, J. C. (1977). Importance-performance analysis. Journal of Marketing, 41(1), 77–79. https://doi.org/10.1177/002224297704100112
Mathong, N., Sirisawat, P., Kiatcharoenpol, T., & Chaikittiporn, C. (2020). The assessment of service quality for third-party logistics providers in the beverage industry. Cogent Engineering, 7(1), Article 1785214. https://doi.org/10.1080/23311916.2020.1785214
Mujahidin, A. (2019). Analisis kualitas layanan pergudangan menggunakan metode SERVQUAL pada perusahaan distribusi nasional. Jurnal Teknik Industri, 21(2), 101–110. https://doi.org/10.9744/jti.21.2.101-110
Murgani, R., & Hasibuan, S. (2022). Peningkatan kualitas layanan penyedia layanan logistik berdasarkan integrasi SERVQUAL dan QFD. Jurnal Rekayasa Sistem Industri, 11(2), 229–242. https://doi.org/10.26593/jrsi.v11i2.5253.229-242
Nugraha, A. R., Dzikron, M., & Bachtiar, I. (2023). Usulan perbaikan kualitas pelayanan jasa menggunakan metode service quality (SERVQUAL) dan model Importance Performance Analysis (IPA). Jurnal Riset Teknik Industri, 3(1), 9–16. https://doi.org/10.29313/jrti.v3i1.1830
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Pasha, A., Sinaga, Y. A. K., & Manalu, B. H. (2026). Analisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan menggunakan metode SERVQUAL. Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan, 5(3), 697–708. https://doi.org/10.55606/jempper.v5i3.8107
Putra, et al. (2026). Service quality analysis to improve driving customer satisfaction using SERVQUAL and IPA methods. IJAETech: International Journal of Advanced Engineering and Technology, 2(1). https://doi.org/10.63956/ijaetech.v2i1.53
Qohar, A., & Fauziyah, N. (2024). Uji reliabilitas Cronbach's alpha pada instrumen penelitian survei berbasis skala Likert. Jurnal Metodologi Penelitian, 12(1), 33–41. https://doi.org/10.21831/jmp.v12i1.4210
Razali, N. M., & Wah, Y. B. (2011). Power comparisons of Shapiro-Wilk, Kolmogorov-Smirnov, Lilliefors and Anderson-Darling tests. Journal of Statistical Modeling and Analytics, 2(1), 21–33.
Safira, N., Ikhwan, A., & Ramadhan, F. (2023). Analisis kepuasan pengguna aplikasi menggunakan metode SERVQUAL. CESS (Journal of Computer Engineering System and Science), 8(2), 512–523. https://doi.org/10.24114/cess.v8i2.66903
Saidatuningtyas, I., & Rizal, M. A. (2024). Analisis perbaikan kualitas pelayanan jasa penyewaan gudang menggunakan metode service quality dan Importance Performance Analysis. INVENTORY: Industrial Vocational E-Journal on Agroindustry, 5(1), 1–12. https://doi.org/10.52759/inventory.v5i1.186
Siegel, S., & Castellan, N. J. (1988). Nonparametric statistics for the behavioral sciences (2nd ed.). McGraw-Hill.
Singarimbun, M., & Effendi, S. (1995). Metode penelitian survai. LP3ES.
Stanley, L. L., & Wisner, J. D. (2001). Service quality along the supply chain: Implications for purchasing. Journal of Operations Management, 19(3), 287–306. https://doi.org/10.1016/S0272-6963(00)00052-8
Utami, Y. (2023). Uji validitas dan uji reliabilitas instrumen penilaian kinerja dosen. Jurnal Sains dan Teknologi, 4(2), 21–24. https://doi.org/10.55338/saintek.v4i2.730
Utari, D., & Kampana, I. (2014). Peran papan informasi operasional terhadap kelancaran komunikasi kerja di lingkungan pergudangan. Jurnal Administrasi Bisnis, 10(2), 88–96.
Uvet, H. (2020). Importance of logistics service quality in customer satisfaction: An empirical study. Operations and Supply Chain Management: An International Journal, 13(1), 1–10. https://doi.org/10.31387/oscm0400248
Wibowo, S., & Muflihah, N. (2022). Analisis kualitas pelayanan terhadap kepuasan pelanggan menggunakan metode SERVQUAL di Sanjaya Fitness Jombang. Jurnal Penelitian Bidang Inovasi & Pengelolaan Industri, 1(2), 61–68. https://doi.org/10.33752/invantri.v1i2.2324
Wulandari, S., Prasetyo, B., & Handayani, T. (2024). Exploring the Wilcoxon test in science education. Indonesian Journal of Educational Studies, 27(2), 145–156. https://doi.org/10.26858/ijes.v27i2.4712
Zeng, L., Liu, S. Q., Kozan, E., Corry, P., & Masoud, M. (2021). A comprehensive interdisciplinary review of mine supply chain management. Resources Policy, 74, Article 102274. https://doi.org/10.1016/j.resourpol.2021.102274
Downloads
Published
Issue
Section
License
Copyright (c) 2026 JURNAL ILMIAH TEKNIK INDUSTRI DAN INOVASI
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
