Implementasi SOP Pada Esa Tour And Travel dalam Meningkatkan Kepuasan Pelanggan

This study aims to analyze the implementation of Standard Operating Procedures (SOP) at ESA Tour and Travel to improve customer satisfaction. The research method uses a qualitative approach with data collection techniques including in-depth interviews, direct observation, and documentation involving management and several customers of ESA Tour and Travel. The results show that the implementation of SOPs covers processes such as ticket booking services, tour packages, and systematic complaint handling. This SOP implementation accelerates service delivery, reduces errors, and increases customer trust. The conclusion of this study confirms that the existence and consistent implementation of SOPs play a crucial role in enhancing customer satisfaction at ESA Tour and Travel. The company is advised to continuously update the SOPs in line with customer needs and tourism trends to maintain customer satisfaction. Keywords: Service Standards, Service Quality, Travel Agency.