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All Journal Jurnal Ekonomi Modernisasi Jurnal Pengabdian Masyarakat Bangsa
Iva Nurdiana Nurfarida
Universitas PGRI Kanjuruhan Malang, Indonesia
Agriculture, Biological Sciences & Forestry Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Health Professions Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Nursing Physics Public Health Social Sciences

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Peningkatan Kualitas Layanan dan Pemasaran untuk Meningkatkan Kepuasan Pelanggan pada UMKM Bakso di Malang Yoan Santosa Putra; Affan Afian; Iva Nurdiana Nurfarida; Lina Kartika Ningrum
Jurnal Pengabdian Masyarakat Bangsa Vol. 4 No. 5 (2026): Juli
Publisher : Amirul Bangun Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59837/jpmba.v4i4.4645

Abstract

Kegiatan pengabdian kepada masyarakat ini bertujuan meningkatkan kualitas layanan dan pemasaran untuk meningkatkan kepuasan pelanggan pada UMKM warung bakso di Kota Malang. Program dilaksanakan pada 14 UMKM bakso pedagang menetap selama tiga bulan melalui pendekatan partisipatif. Metode pelaksanaan meliputi identifikasi kebutuhan mitra, sosialisasi program, pelatihan pelayanan prima, pelatihan pemasaran digital, implementasi sistem pelayanan dan strategi pemasaran, pendampingan, serta monitoring dan evaluasi berkala. Intervensi bidang pelayanan difokuskan pada peningkatan keterampilan komunikasi staf dan penerapan sistem antrian yang lebih terstruktur. Intervensi bidang pemasaran dilakukan melalui optimalisasi media sosial dan penyusunan strategi promosi yang terencana. Hasil kegiatan menunjukkan bahwa kepuasan pelanggan terhadap keramahan dan profesionalisme pelayanan meningkat dari 71,4% menjadi 84,8%, sedangkan keluhan pelanggan menurun sebesar 62,5%. Rata-rata waktu tunggu pelanggan berkurang dari 14 menit menjadi 9 menit atau turun sebesar 35,7%. Pada aspek pemasaran, jumlah pengikut media sosial meningkat sebesar 56,3%, interaksi pelanggan meningkat sebesar 57,3%, pelanggan yang datang karena promosi meningkat sebesar 24,6%, dan omzet rata-rata UMKM meningkat sebesar 26,5%. Program ini terbukti mampu meningkatkan daya saing dan mendukung keberlanjutan usaha UMKM bakso di Kota Malang.
Strategic entrepreneurship and SMEs performance: The mediation effect of competitive advantage Endi Sarwoko; Iva Nurdiana Nurfarida; Aria Ganna Henryanto
Jurnal Ekonomi Modernisasi Vol. 21 No. 3 (2025)
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21067/jem.v21i3.14624

Abstract

The aim of the study is to examine the effect of entrepreneurial leadership and entrepreneurial mindset on competitive advantage and business performance using a strategic entrepreneurship model in the context of SMEs. This study uses a survey method, data were collected using a questionnaire from 258 SME owner/managers in Indonesia. The proportional random sampling technique was used to select the sample, and PLS-SEM was used for data analysis. The study reveals that entrepreneurial leadership and entrepreneurial mindset had a positive effect on SME performance. The mediating role of competitive advantage was also explained in the relationship between entrepreneurial leadership, entrepreneurial mindset and SME performance. According to the dynamic capability theory, SME possessed the ability to change through strategic entrepreneurial choices. This research was conducted in one country and the results were difficult to generalize. Power distance or decision-making authority was not considered in leadership. Therefore, other results are needed from countries with different cultural contexts to expand the generalization of the research. This research offers novel insights of the importance of strategic entrepreneurship to enhance competitive advantage and business performance in the context of SMEs.
Co-Authors Affan Afian Aria Ganna Henryanto Endi Sarwoko Lina Kartika Ningrum Yoan Santosa Putra