Key Performance Indicator Analysis on Customer Service at Kiaracondong Station

Abstract

This study aims to identify the key assessment points required to fulfill the Key Performance Indicator (KPI) at Kiaracondong Station, to examine how Customer Service officers comply with existing customer service procedures, and to analyze their role in meeting the KPI targets. This scientific research uses a descriptive qualitative method. Data collection was conducted in a natural setting using primary data sources and various techniques, including participant observation, in-depth interviews, and documentation. The data presented was gathered directly from the research location and informants, consisting of: Informant 1 (Customer Care Supervisor), and Informants 2 and 3 (Customer Service Officers). The results of this study indicate that the Customer Service at Kiaracondong Station complies with KPI elements, including service SOP’s, the 7S Culture, grooming standards, and the AKHLAK core values. Officers consistently follow SOPs and represent the company in building customer satisfaction. They also act as a bridge between the system and customers, demonstrating high loyalty despite limited personnel. Regular evaluations and the application of AKHLAK values reinforce the work culture and support strategic KPI achievement.