Evaluasi SOP Layanan Antar Alfagift dalam Meningkatkan Efisiensi Operasional dan Kepuasan Konsumen Toko Sapa Alfamart Nguwok

Abstract

This study aims to evaluate the Standard Operating Procedures (SOP) implemented through the Online Order Application (Aplikasi Pesanan Online / APO) at Toko SAPA Alfamart Nguwok to enhance operational efficiency and customer satisfaction. Amid the growing trend of online shopping via Alfagift, the role of the SAPA (Siap Antar Pesanan Anda) delivery service has become a crucial instrument in driving store performance, as measured by Sales Per Day (SPD), Struck Transaction Day (STD), and Average Purchase Customer (APC). This research utilizes a descriptive qualitative method supported by quantitative data, incorporating APO workflow observations, internal document analysis, and a direct survey of 43 active Alfagift customers in the Nguwok region during June 2026 to measure real-time customer satisfaction levels. The evaluation focuses on the implementation of the five stages of delivery communication standards, ranging from pre-delivery coordination to final system confirmation on APO. The results reveal that 74.5% of respondents received their orders within less than 45 minutes, 6.9% received them within 45–60 minutes, while 18.6% experienced waiting times exceeding 60 minutes. Although staff friendliness received the highest rating, operational issues were still identified regarding the separation of food and non-food products, item accuracy, and order management during peak hours.