Pengaruh SOP Implementation dan Process Quality Control terhadap Service Operational Performance - Ahmad Maulana; Tasya Aspiranti; Umari Abdurrahim Abi Anwar (UPT Publikasi Ilmiah Unisba, 2026)
Abstract. This study investigates the simultaneous influence of SOP Implementation and Process Quality Control (PQC) on Service Operational Performance within a technology-based service firm. Employing a quantitative approach with a cross-sectional survey, data were collected from all 32 back-office employees of PT XYZ via census sampling. Multiple linear regression analysis revealed that while both variables collectively explain 71.9% of performance variance (F = 37.051; p = 0.001), only PQC exerts a significant positive influence as the dominant factor (β = 0.794; p = 0.001). SOP Implementation Quality showed no significant partial effect (β = 0.073; p = 0.610). These findings challenge conventional Total Quality Management (TQM) assumptions, emphasizing that in Knowledge-Intensive Business Services (KIBS), dynamic process control mechanisms outweigh the impact of formal procedural documentation. The study offers crucial managerial insights for resource allocation in service quality enhancement. Abstrak. Penelitian ini menguji pengaruh simultan Implementasi SOP dan Pengendalian Mutu Proses (PQC) terhadap Kinerja Operasional Layanan pada perusahaan jasa berbasis teknologi. Dengan pendekatan kuantitatif dan desain survei cross-sectional, data dikumpulkan dari seluruh 32 karyawan backoffice PT XYZ melalui sensus. Analisis regresi linear berganda menunjukkan bahwa meskipun kedua variabel secara bersama menjelaskan 71,9% variasi kinerja (F = 37,051; p = 0,001), hanya PQC yang berpengaruh positif signifikan sebagai faktor dominan (β = 0,794; p = 0,001). Kualitas Implementasi SOP tidak berpengaruh signifikan secara parsial (β = 0,073; p = 0,610). Temuan ini menantang asumsi tradisional Total Quality Management (TQM) dengan menegaskan bahwa dalam layanan berbasis pengetahuan (KIBS), mekanisme pengendalian proses yang dinamis lebih menentukan daripada dokumentasi prosedural formal. Studi ini memberikan implikasi manajerial penting untuk alokasi sumber daya dalam peningkatan mutu layanan.