<![CDATA[Penelitian ini mengkaji secara mendalam Implementasi Internal Dealer Facility Audit (IDFA) sebagai instrumen strategis dalam meningkatkan kualitas layanan dan kepuasan pelanggan di PT Bosowa Berlian Motor Makassar, salah satu dealer resmi Mitsubishi di kawasan Indonesia Timur. Dalam lingkungan industri otomotif yang semakin kompetitif, kualitas layanan menjadi faktor penentu dalam membentuk persepsi dan loyalitas pelanggan, sehingga organisasi perlu memastikan bahwa seluruh proses operasional berjalan sesuai standar yang ditetapkan oleh Agen Pemegang Merek (APM), yaitu Krama Yudha Tiga Berlian (KTB) dan Mitsubishi Motors Krama Yudha Sales Indonesia (MMKSI). IDFA berfungsi sebagai mekanisme audit internal yang menilai kelayakan fasilitas, kepatuhan terhadap prosedur operasional standar, kinerja sumber daya manusia, serta respons terhadap keluhan pelanggan. Penelitian ini menggunakan pendekatan deskriptif kualitatif dengan metode studi kasus melalui wawancara mendalam, observasi lapangan, dan penelusuran dokumen internal perusahaan. Hasil penelitian menunjukkan bahwa IDFA memberikan kontribusi signifikan dalam meningkatkan kesadaran manajemen mengenai pentingnya konsistensi layanan yang berorientasi pada mutu. Meskipun demikian, sejumlah tantangan masih ditemukan, seperti keterbatasan kompetensi SDM, kurang optimalnya koordinasi antarunit, lemahnya monitoring tindak lanjut audit, serta resistensi terhadap budaya audit internal. Temuan penelitian ini memperkuat relevansi Total Quality Management (TQM), SERVQUAL, dan model perubahan organisasi Kurt Lewin sebagai kerangka teoritis dalam pengembangan mutu berkelanjutan. Rekomendasi strategis menekankan perlunya peningkatan kompetensi SDM, digitalisasi sistem audit, serta penguatan budaya mutu yang terintegrasi pada seluruh level organisasi. This study provides an in-depth analysis of the Implementation of the Internal Dealer Facility Audit (IDFA) as a strategic effort to enhance service quality and customer satisfaction at PT Bosowa Berlian Motor Makassar, an authorized Mitsubishi dealer operating in Eastern Indonesia. In an increasingly competitive automotive industry, service quality has become a critical determinant of customer perception and loyalty, requiring organizations to ensure that operational processes meet the standards set by the Authorized Brand Holder, namely Krama Yudha Tiga Berlian (KTB) and Mitsubishi Motors Krama Yudha Sales Indonesia (MMKSI). The IDFA serves as an internal audit mechanism designed to evaluate facility readiness, compliance with standard operating procedures, staff performance, and responsiveness to customer complaints. This research employs a qualitative descriptive approach using a case study method, including in-depth interviews, field observations, and the examination of internal documentation. The findings reveal that IDFA has significantly strengthened managerial awareness of the importance of standardized, customer-oriented service delivery. However, several challenges continue to hinder optimal implementation, including limited staff competence, inadequate interdepartmental integration, weak post-audit monitoring, and resistance to internal audit culture. The results further reinforce the relevance of Total Quality Management (TQM), SERVQUAL, and Kurt Lewin's organizational change model as theoretical foundations for continuous quality improvement. Strategic recommendations highlight the need for enhanced human resource development, digital transformation of audit systems, and the cultivation of a stronger quality-oriented organizational culture.]]>
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