An Analysis of the Employee Performance Management System at the Jember Branch of PT Shafira Tour & Travel
Keywords:
performance management system, performance evaluation, employees, Hajj and Umrah travel, service qualityAbstract
The increasingly competitive Hajj and Umrah travel industry requires companies to implement an effective performance management system to maintain service quality for pilgrims. This study aims to analyze the implementation of employee performance management systems, performance evaluation processes, challenges encountered, and performance appraisal instruments used at PT Shafira Tour & Travel Jember Branch. This research employed a descriptive qualitative approach conducted at PT Shafira Tour & Travel Jember Branch. The research informants consisted of the branch manager and five employees selected through purposive sampling. Data were collected through observation, interviews, and documentation, and were analyzed using data reduction, data presentation, and conclusion drawing techniques. Data validity was ensured through source triangulation and technique triangulation. The findings indicate that the performance management system at PT Shafira Tour & Travel Jember Branch is implemented through work planning, task execution, supervision, and performance evaluation stages. Performance evaluation is carried out continuously by involving supervisors, co-workers, and feedback from pilgrims. The challenges identified include competition among travel agencies, digital technology developments, pilgrim data administration errors, marketing targets, and communication with pilgrims. The performance appraisal instruments used by the company include discipline, responsibility, communication skills, service quality, and teamwork. These findings demonstrate the importance of a structured performance management system in supporting employee performance and improving service quality for pilgrims.
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