Implementation of Standard Operating Procedures (SOP) in Improving Service Quality at the Sis Collection Jcity Medan Johor Cosmetics Store in 2025

Fidela Ahdawi Siboro; Rachel Charalita Simanungkalit; Senia Putri Ayu; Putri Sosanti Sembiring

Authors

Fidela Ahdawi Siboro MICE Business Administration
Rachel Charalita Simanungkalit MICE Business Administration
Senia Putri Ayu MICE Business Administration
Putri Sosanti Sembiring MICE Business Administration

Keywords:

SOP, Service Quality , Customer Satisfaction , Cosmetic Store

Abstract

The current research focuses on the effectiveness of the implementation of Standard Operating Procedure (SOP) to improve service quality in Sis Collection, a cosmetics retailer located in the city of JCity Medan Johor, during the year 2025. The study follows a descriptive quantitative design, and data are gathered using a structured questionnaire that was given to five employees in the store. The domain of the study is to determine whether SOPs lead to efficiency, consistency, and customer satisfaction in day-to-day service delivery. The empirical evidence has shown that most of the employees view SOPs as useful in providing faster and more organized services, especially when dealing with customer complaints. Employees reported that SOPs minimize mistakes, provide a more orderly workflow and build confidence in working with customers. Nevertheless, there are still difficulties, since not all staff members said they were properly exposed to SOPs, and procedures were not actively communicated and enforced in a consistent way. Such gaps highlight the significance of ongoing training and regular distribution of SOP guidelines to maintain consistency in their usage throughout the organization. Overall, the findings suggest that SOPs have significant potential to improve the quality of service; however, their performance depends on their regular use and continued organizational investment in employees.

References

Adler, P. S., & Borys, B. (1996). Two types of bureaucracy: Enabling and coercive. Administrative Science Quarterly, 41(1), 61–89. https://doi.org/10.2307/2393986

Akech, V. (2023). Standard operating procedures (SOPs) for banana breeding and data management. Introductory paper at the Faculty of Landscape Architecture, Horticulture and Crop Production Science, (2023: 3).

Azzahra, S. F., & Usman, O. (2024, August). Analysis of Customer Complaints Management in The Customer Care Department at PT X. In International Student Conference on Business, Education, Economics, Accounting, and Management (ISC-BEAM) (Vol. 2, No. 1). http://dx.doi.org/10.21009/ISC-BEAM.012.188

Dameri, M., Cirmena, G., Ravera, F., Ferrando, L., Cuccarolo, P., Stabile, M., ... & Zoppoli, G. (2023). Standard Operating Procedures (SOPs) for non-invasive multiple biomarkers detection in an academic setting: A critical review of the literature for the RENOVATE study protocol. Critical Reviews in Oncology/Hematology, 185, 103963. https://doi.org/10.1016/j.critrevonc.2023.103963

Dekker, S. (2014). Drift into failure: From hunting broken components to understanding complex systems. CRC Press.

Deming, W. E. (1986). Out of the crisis. MIT Press.

Dzreke, S. S. (2025). Developing holistic customer experience frameworks: Integrating journey management for enhanced service quality, satisfaction, and loyalty. Frontiers in Research, 2(1), 90-115. http://dx.doi.org/10.71350/30624533110

Eddine, B. A. S., & Fared, M. A. (2024). Enterprise Strategy to Sustain Continuous Innovation and Product Quality Consistency in a Saturated Market. Bulletin of Science, Technology and Society, 3(3), 55-61.

Geiger, D. (2022). Routine dynamics and paradox: a revised research agenda. Scandinavian Journal of Management, 38(4), 101244. https://doi.org/10.1016/j.scaman.2022.101244

Grote, G. (2012). Safety management in different high-risk domains – All the same? Safety Science, 50(10), 1983–1992. https://doi.org/10.1016/j.ssci.2011.07.017

Hale, A., & Borys, D. (2013). Working to rule, or working safely? Part 1: A state of the art review. Safety Science, 55, 207–221. https://doi.org/10.1016/j.ssci.2012.05.011

Hale, A., Borys, D., & Adams, M. (2007). Safety regulation: The lessons of workplace compliance practices. Safety Science, 45(6), 639–657. https://doi.org/10.1016/j.ssci.2006.07.012

Hawkins, D. L., & Hoon, S. (2019). The impact of customer retention strategies and the survival of small service-based businesses. Available at SSRN 3445173. http://dx.doi.org/10.2139/ssrn.3445173

Karchin, L., & Horvath, D. (2023). Cosmetics marketing: strategy and innovation in the beauty industry. Bloomsbury Publishing.

Lammers, J. C., & Barbour, J. B. (2006). An institutional theory of organizational communication. Communication Theory, 16(3), 356–377. https://doi.org/10.1111/j.1468-2885.2006.00274.x

Mintzberg, H. (1993). Structure in fives: Designing effective organizations. Prentice-Hall.

Naufal, D., & Aryono, G. D. P. (2025). Policy Analysis of the SRIKANDI Archiving System in Banten Province. Jurnal Ilmu Administrasi Negara (JUAN), 13(1), 27-34. https://doi.org/10.31629/juan.v13i1.7069

Park, Y. W., & Hong, P. (2024). Beauty Reimagined: Navigating the Cosmetic Industry's Digital Transformation. In Cosmetics marketing strategy in the era of the digital ecosystem: Revolutionizing beauty in the new market frontier (pp. 47-74). Singapore: Springer Nature Singapore. http://dx.doi.org/10.1007/978-981-97-3674-4_3

Rukmana, F. I. (2023). Implementation Of Standard Operational Procedure (Sop) In Improving Service Efficiency In The Banking Industry. Journal of Law and Social Politics, 1(2), 108-119. https://doi.org/10.46799/jlsp.v1i2.15

Sahabuddin, S., Jumady, E., & Fajriah, Y. (2025). Qualitative Study on the Effect of Workload and Motivation on Performance with Supervision and SOP as Mediator Variables. Golden Ratio of Human Resource Management, 5(1), 241-250. https://doi.org/10.52970/grhrm.v5i1.863

Sandra, H. F., Rahmi, P. P., & Herlina, L. (2022). The Effect Of Supervision, Work Discipline, Organizational Commitment And Standard Operational Procedures (Sop) On Employee Performance At Pt Qualitech Indopiranti Bandung Branch. Journal of Business and Management Inaba, 1(1), 24-34. https://doi.org/10.56956/jbmi.v1i1.4

Schein, E. H. (2010). Organizational culture and leadership (4th ed.). Jossey-Bass.

Shaban, I., Farshad, A., Yarahmadi, R., Mansourian, M., Kharghani Moghadam, S. M., Abedi, K., & Ebrahimi, H. (2021). Exploring the viewpoint of oil industry employees about factors affecting the success of standard operating procedures. Archives of Occupational Health, 5(3), 1059-1067. http://dx.doi.org/10.18502/aoh.v5i3.7162

Singh, V., Sharma, M. P., Jayapriya, K., Kumar, B. K., Chander, M. A. R. N., & Kumar, B. R. (2023). Service quality, customer satisfaction and customer loyalty: A comprehensive literature review. Journal of Survey in Fisheries Sciences, 10(4S), 3457-3464. http://dx.doi.org/10.53555/sfs.v10i4S.2218

Varga, D., Van Vaerenbergh, Y., & Debrabandere, C. (2025). Stop being so rude! How customer reprimands attenuate the impact of customer mistreatment. Journal Of Services Marketing. https://doi.org/10.1108/JSM-01-2025-0061

Vidani, J. (2024). Service Quality Dimensions in Banking: A Comprehensive Literature Review. Available at SSRN 4848171.

Wald, D. J., Worden, C. B., Thompson, E. M., & Hearne, M. (2022). ShakeMap operations, policies, and procedures. Earthquake Spectra, 38(1), 756-777. https://doi.org/10.1177/87552930211030298

Weick, K. E., & Sutcliffe, K. M. (2015). Managing the unexpected: Sustained performance in a complex world (3rd ed.). Wiley.

Yolanda, N., Izzati, D., Zahrani, V., Delani, M., & Aliah, N. (2024). Literature Study on the Application of Financial Accounting Standarts for Micro, Small and Madium-Sized Entities (Sak EMKM) to Assess the Fairness of UMKM Financial Statements. Jurnal Akuntansi, Manajemen, Dan Perencanaan Kebijakan, 2(2), 12-12. https://doi.org/10.47134/jampk.v2i2.492

Zam, S. Z., Nongkeng, H., Mulat, T. C., Ardian Priyambodo, R., Yusriadi, Y., Nasirin, C., & Kurniawan, R. (2021). The influence of organizational culture and work environment on improving service quality through infection prevention at regional general hospitals. In Proceedings of the International Conference on Industrial Engineering and Operations Management (pp. 7248-7254). http://dx.doi.org/10.46254/AN11.20211267