Analysis of Online Order Training on Service Improvement among Employees at PT Sumber Alfaria Trijaya Tbk

Abstract

This study aims to analyze the implementation of Online Order Training and its impact on improving service quality among employees at PT Sumber Alfaria Trijaya Tbk, Medan Branch. This study employed a qualitative approach, with data collected through interviews, observations, and documentation. The research informants consisted of store leaders and store crew members who were directly involved in providing online order services. The findings indicate that the Online Order Training program has been implemented effectively and has contributed positively to improving employees’ competencies in operating the online ordering system. After participating in the training, employees demonstrated a better understanding of operational procedures, greater proficiency in using the SAPA application, and improved speed and accuracy in processing customer orders. The training also contributed to improved service quality by enabling employees to provide faster, more accurate services in accordance with the company’s standard operating procedures. Furthermore, the training enhanced coordination among employees, making the order fulfillment process more effective and efficient. Nevertheless, several challenges remain in the implementation of online order services, including internet connectivity disruptions, discrepancies between inventory data and the actual physical stock available in stores, insufficient staffing during certain hours, and application system updates that require employees to readjust to the changes. However, these challenges are primarily influenced by technical and operational factors rather than employees’ capabilities.