Surabaya, East Java— The Influence of
Interpersonal Relationships, Work Experience, and Work Shift System on Barista
Performance at PT. XYZ. This research was conducted by Hilda Febrianti Sukma
and Kustini from the Management Study Program, Faculty of Economics and
Business, East Java Veteran National Development University (UPN Veteran East
Java), in a scientific article published in the East Asian Journal of
Multidisciplinary Research (EAJMR) in 2026.
Research conducted by Hilda Febrianti
Sukma and Kustini revealed that the quality of relationships between employees
and work schedule management has a significant influence on barista
performance, while work experience does not show a significant influence in the
operational context of PT. XYZ.
Declining performance
and challenges of the café industry
This study
stems from the phenomenon of declining performance at PT. XYZ, a café company
that is growing in Surabaya. The company's internal data shows that sales
realization fell from 88.12% in 2022 to 87.68% in 2023, then declined sharply
to 69.41% in 2024.
In addition,
customer reviews on Google Maps show an increase in complaints related to the
cleanliness of the service area and the attitude of employees who are
considered unfriendly. This rating decline is a signal that there are internal
problems that have a direct impact on customer satisfaction.
In the food and
beverage (FnB) industry, baristas play a central role because they interact
directly with consumers. When their performance declines, the impact is not
only on operations, but also on brand reputation.
Testing
three performance determinants
The study
involved 42 baristas who all worked in the operational department of PT. XYZ.
Data was collected through observation, interviews, documentation, and Google
Form-based questionnaires with an assessment scale. The analysis was carried
out using the Structural Equation Modeling–Partial Least Squares (SEM-PLS)
method.
The research
team tested three key variables that are thought to affect barista's performance:
- Human relations
- Work experience
- Shift-based work system
Work
relationship and shift are the main determinants
The study noted
at least three important findings:
- Interpersonal relationships have a positive and
significant effect on performance.
The culture of mutual respect between employees is the strongest indicator. However, communication with superiors and coordination between shifts still need to be improved. The lack of routine briefings leads to misinformation related to stocks and work instructions. - The shift work system has the strongest influence
on performance.
The distribution of the number of workers in each shift helps reduce workload and burnout. When the schedule is neatly arranged and the number of teams is adequate, operations become more stable and services are more consistent. - Work experience does not have a significant
effect.
Although some baristas have experience in the field of FnB, this experience is general and not specific to specialty coffee. In addition, companies do not require special technical skills in the recruitment process, so experience is not a performance differentiator.
These findings
show that long working hours do not automatically guarantee better performance
if they are not supported by a healthy work system and team relationships.
Cross-shift
communication is still a challenge
The study also
found "shift hopping" practices and the uncertainty of break
schedules had an impact on employee sleep quality and stamina. This condition
has the potential to reduce service consistency.
According to
Sukma and Kustini from UPN Veteran East Java, strengthening cross-shift
communication through regular briefings is a strategic step to prevent
miscommunication. Complete and well-conveyed information will increase work
efficiency and reduce the potential for repeated errors.
Implications
for management and business actors
The results of
this study send a clear message to café business owners and human resources
managers: investing in work systems and team culture is more urgent than simply
pursuing experienced candidates.
Some of the
strategic steps recommended by the researcher include:
- Build a culture of open communication between superiors and employees.
- Establish regular briefings between shifts to ensure continuity of information.
- Develop a stable and transparent shift schedule.
- Avoid overly fast or unplanned shift rotations.
- Ensure a balanced distribution of the number of workers at every operational time.
This approach
is considered more effective in maintaining service quality and maintaining
customer loyalty in a highly competitive industry.
Wider
relevance in the service sector
Although the
focus of the research is on baristas at PT. XYZ, these findings are relevant
for various service sectors that rely on direct interaction with consumers,
such as restaurants, hotels, retail, and healthcare.
This research
reinforces the view that internal organizational factors—such as interpersonal
relationships and schedule management—are often more decisive than individual
variables such as work experience.
Author
profile
Hilda
Febrianti Sukma- Universitas Pembangunan Nasional Veteran Jawa
Timur.
Kustini- Universitas
Pembangunan Nasional Veteran Jawa Timur.
Research
source
Sukma, H. F., &
Kustini. (2026). The Influence of Human Relation, Work Experience and Work
Shifts on Barista Performance at PT. XYZ.
East Asian Journal of
Multidisciplinary Research (EAJMR), Vol. 5 No. 2, pp. 571–580.
DOI: https://doi.org/10.55927/eajmr.v5i2.17
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