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All Journal Penamas: Journal of Community Service ADILLA: Jurnal Ilmiah Ekonomi Syari'ah
Gautama Sastra Waskita
Fakultas Ekonomi, Universitas Tulungagung
Religion Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Social Sciences Other

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Co-Creating Operational Service Excellence In SMES: Integrating Academic Insights And Sharia Banking Practices Through Service-Dominant Logic Denny Rakhmad Widi Ashari; Gautama Sastra Waskita; Nurani; Ahmad Rifa’i; Muhammad Syahrul Hidayat
ADILLA : Jurnal Ilmiah Ekonomi Syari'ah Vol. 9 No. 1 (2026): Januari
Publisher : Universitas Islam Darul 'ulum Lamongan

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Abstract

Small and medium-sized enterprises (SMEs) face increasing pressure to enhance service quality within market uncertainty, limited resources, and rapid digital transformation. However, many SMEs struggle to develop sustainable service excellence due to fragmented capabilities and the absence of structured cross-sector collaboration. This study aims to investigate how co-creation between SMEs, academic institutions, and the banking industry can jointly drive service excellence by adopting the principles of Service-Dominant Logic (SDL). A qualitative exploratory design was employed, using in-depth interviews, expert discussions, and document analysis to examine the interplay of knowledge exchange, resource integration, and collaborative service innovation across the three stakeholder groups. The findings reveal that service excellence emerges through co-created value rather than isolated organizational initiatives. Academic institutions contribute theoretical frameworks and analytical tools, while the banking sector provides financial expertise, risk management practices, and customer service models. SMEs, in turn, integrate these resources to build adaptive capabilities, elevate customer experience, and strengthen operational resilience. The study demonstrates that triadic collaboration enables SMEs to transition toward customer-centric service models, leverage digital technologies, and develop more robust financial and managerial competencies. These insights extend the SDL framework by highlighting the role of multi-actor ecosystems in shaping service innovation within resource-constrained contexts. The implications underscore the need for structured co-creation platforms, capacity-building initiatives, and long-term partnerships to scale SME service excellence. The study further recommends exploring broader ecosystem actors and mixed-method approaches to deepen theoretical and managerial understanding of co-creation-driven service transformation.
From sensory evaluation to operational excellence: A capacity-building program in Tulungagung’s Robusta and Arabica coffee sector Gautama Sastra Waskita; Nurani; Atina Hidayati; Sutantri; Denny Rakhmad Widi Ashari
Penamas: Journal of Community Service Vol. 6 No. 2 (2026): Penamas: Journal of Community Service
Publisher : Nur Science Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53088/penamas.v6i2.3128

Abstract

The growing demand for industry-ready human resources in Indonesia’s coffee sector requires vocational students to possess competencies in sensory evaluation and operational coffee skills. This community engagement program aimed to enhance vocational capacity through hedonic–organoleptic assessment and basic barista training among 33 students of the Agricultural Product Quality Control Department at SMKN 1 Tulungagung. The program employed an experiential learning approach integrating training, continuous education, and the Specialty Coffee Association (SCA) cupping protocol. Data were collected using pre-test and post-test assessments, practical observations, and participant feedback. The results demonstrated significant improvements in students’ understanding of sensory attributes, cupping procedures, and coffee operational skills, with increased confidence and competency in evaluating Robusta and Arabica coffee. The program also strengthened participants’ awareness of Indonesia’s coffee industry and vocational readiness. These findings suggest that industry-oriented experiential training effectively supports operational excellence and capacity building in vocational coffee education.
Co-Authors Ahmad Rifa’i Atina Hidayati Denny Rakhmad Widi Ashari Denny Rakhmad Widi Ashari Muhammad Syahrul Hidayat Nurani Sutantri