Implementation of Human Resource Recruitment and Selection to Ensure Employee Capacity and Capabilities for Improving Service Quality at Chiasankara Wedding Organizer
DOI:
https://doi.org/10.24256/kharaj.v8i2.10579Keywords:
recruitment, selection, HR capacity, HR capability, service qualityAbstract
This study aims to analyze the implementation of human resource recruitment and selection in fulfilling employee capacity and capability, and its implications for service quality at Chiasankara Wedding Organizer. Chiasankara is a wedding service company established in 2023 in Gresik, East Java, which has handled over 300 clients in a short period. The study employs a qualitative approach using a case study method. Data were collected through in-depth interviews, observation, and documentation involving five informants: the CEO, Manager, HRD, and two clients. Triangulation was used to validate the data. Results indicate: (1) recruitment and selection processes have been systematically implemented via social media, administrative screening, interviews, and On-the-Job Training (OJT), though inconsistently and reactively; (2) a significant gap exists between the capacity (quantity) and capability (quality) of human resources; (3) this gap directly impacts service quality across the SERVQUAL dimensions. The study recommends establishing formal SOPs, regular HR forecasting, talent pool development, and structured training programs.
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