ANALISIS JABATAN PADA POSISI CREWSTORE DALAM MENINGKATKAN KUALITAS PELAYANAN STUDI KASUS PADA MIXUE CABANG BANDUNG

Abstract

Abstract The crew store position plays a key role in service quality within the food and beverage industry due to its direct customer contact. This descriptive qualitative study examines job analysis implementation, duties, service quality, and challenges of crew store staff at Mixue's Bandung branch, through observation, interviews, and documentation with supervisors, crew store staff, and customers. Results show job analysis is not formally documented but operates through SOPs and direct training, keeping duties clear. Service quality was rated positively across all SERVQUAL dimensions, despite challenges like customer surges and understaffing. Informal job analysis proved effective in supporting service quality improvement. Abstrak Posisi crew store memiliki peran penting dalam kualitas pelayanan bisnis food and beverage karena berhubungan langsung dengan pelanggan. Penelitian deskriptif kualitatif ini bertujuan mengetahui pelaksanaan analisis jabatan, tugas, kualitas pelayanan, dan kendala crew store di Mixue Cabang Bandung, melalui observasi, wawancara, dan dokumentasi dengan supervisor, crew store, dan pelanggan. Hasil menunjukkan analisis jabatan tidak terdokumentasi formal, namun berjalan melalui SOP dan pelatihan langsung, sehingga tugas dan tanggung jawab tetap jelas. Kualitas pelayanan dinilai baik pada seluruh dimensi SERVQUAL, meski masih ada kendala seperti lonjakan pelanggan dan keterbatasan crew. Analisis jabatan informal terbukti tetap mendukung peningkatan kualitas pelayanan.