Summary: | The implementation of shared service concept in Information Technology
Department needs a valid measurement in order to improve the quality of
services. PT Pertamina (Persero) has implemented the concept of shared
services through its department called Shared Processing Center (SPC). SPC is
a function formed in Pertamina to centralized SAP data processing from either
headquarter or subsidiaries. It�s provide data processing services in SAP system.
The purpose of this study is to evaluate SPC performance based on services
quality gap. This study is also purposed to formulate strategies to improve SPC
performance based on services quality.
This study is using SERVQUAL metodh to measure services quality gap.
SERVQUAL is effective that it covers services quality dimensions such as
tangibles, reliability, responsiveness, assurance, and empathy. Data has been
collected through questionnaire from SPC�s client, management, and employees.
SERVQUAL score then analyzed by the SERVQUAL gap analysis and quadrant
analysis.
The result of this study shows that there�s -0.4968 on services quality
gap. It shows that SPC has not yet met customer expectations. Moreover, this
study also found that the services quality gap caused by employee factor.
Employees have not met the performance standard set by the management.
Strategies to improve the service quality are formulated by reducing the gap
from management and employees.
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