Analisa Kepuasan Internal User terhadap Kualitas Pelayanan Divisi Material Management SCM menggunakan Metode SERVQUAL dan Importance Performance Analysis

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.