Model peningkatan kinerja perusahaan logistik kurir dengan key performance indicators operasional dan service level agreement melalui sistem manajemen operasional
DOI:
https://doi.org/10.47065/imj.v6i2.554Keywords:
Key Performance Indicators, Service Level Agreement, Sistem Manajemen Operasional, Kinerja Perusahaan, Logistik KurirAbstract
ertumbuhan industri logistik kurir di Indonesia yang didorong oleh perkembangan e-commerce dan digitalisasi bisnis menuntut perusahaan untuk meningkatkan kualitas layanan dan kinerja operasional. Penelitian ini bertujuan menganalisis pengaruh Key Performance Indicators Operasional dan Service Level Agreement terhadap Kinerja Perusahaan melalui Sistem Manajemen Operasional pada perusahaan logistik kurir anggota ASPERINDO. Metode penelitian yang digunakan adalah survei dengan pendekatan kuantitatif. Data dikumpulkan melalui kuesioner yang disebarkan kepada manajemen perusahaan logistik kurir yang memiliki proses operasional first mile, middle mile, dan last mile. Analisis data dilakukan menggunakan metode Partial Least Squares Structural Equation Modeling (PLS-SEM) dengan bantuan perangkat lunak SmartPLS 3. Hasil penelitian menunjukkan bahwa key performance indicator operasional tidak berpengaruh signifikan terhadap sistem manajemen operasional maupun kinerja perusahaan. Demikian pula, service level agreement tidak berpengaruh signifikan secara langsung terhadap kinerja perusahaan. namun, service level agreement terbukti berpengaruh positif dan signifikan terhadap sistem manajemen operasional, sedangkan sistem manajemen operasional berpengaruh positif dan signifikan terhadap kinerja perusahaan. Selain itu, sistem manajemen operasional terbukti memediasi secara signifikan pengaruh service level agreement terhadap kinerja perusahaan, tetapi tidak memediasi pengaruh key performance indicator operasional terhadap kinerja perusahaan. Nilai R-Square pada sistem manajemen operasional dan pada kinerja perusahaan menunjukkan bahwa model memiliki kemampuan prediksi yang baik. Temuan penelitian menegaskan bahwa peningkatan kinerja perusahaan logistik kurir lebih efektif dilakukan melalui penguatan sistem manajemen operasional yang didukung oleh penerapan SLA yang konsisten, terukur, dan terintegrasi. Rekomendasi penelitian ini adalah perusahan logistik kurir dapat menerapkan standar key performance indicator operasional dan service level agreement untuk setiap proses operasionalnya dari firstmile, midlemile hingga lastmile, sehingga pelayanan perusahaan logistik kurir menjadi standar secara nasional sesuai harapan Peraturan Menteri Komdigi No 08 Tahun 2025.
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