Analysis Of The Quality Of Service Of SPHP Rice Distribution In The Distribution Network (TPK And RPK) In Perum Bulog Regional Office Yogyakarta

Rizqika Farhan; Nursya’bani Purnama

doi:10.63922/ijebir.v4i04.2035

Rizqika Farhan Department of Management, Department of Management, Faculty of Business and Economics University of Islam Indonesia, Indonesia.
Nursya’bani Purnama Department of Management, Department of Management, Faculty of Business and Economics University of Islam Indonesia, Indonesia.

DOI: https://doi.org/10.63922/ijebir.v4i04.2035

Keywords: Service quality, SPHP rice distribution, Perum BULOG, SERVQUAL, TPK and RPK

Abstract

This study aims to analyze the quality of rice distribution services in the Food Supply and Price Stabilization Program (SPHP) carried out by Perum BULOG Kanwil Yogyakarta through the Rumah Pangan Kita (RPK) and Toko Pangan Kita (TPK) distribution networks. This study uses a quantitative approach with data collection techniques through closed questionnaires distributed to 100 distributors as respondents. The analysis was carried out using the SERVQUAL model which includes five dimensions of service quality: reliability, responsiveness, assurance, empathy, and tangibles. The results showed that all dimensions of service quality were in the "good" category with an overall average score of 4.14, which reflects the level of distributor satisfaction with BULOG's services. However, the assurance dimension obtained the lowest relative score, indicating the need for improvements in the aspects of trust and competence of officers in maintaining rice quality. The implications of this study are the importance of improving officer training, strengthening communication with distributors, and handling complaints more responsively in order to increase distribution effectiveness and strengthen partner trust in supporting national food security.

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