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All Journal Journal of Management Branding
Desi Rachmawati, Desi
Jurusan PGSD FIP Unesa
Economics, Econometrics & Finance

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Analisis Manajemen Operasional dalam Meningkatkan Kualitas Layanan Pelanggan pada Warung Madura di Purwokerto Rachmawati, Desi; Syahrinullah, Syahrinullah
Journal of Management Branding Vol. 1 No. 2 (2024): Journal Of Management Branding
Publisher : Pascasarjana Universitas Muhammadiyah Mamuju

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71326/jmb.v1i2.43

Abstract

This study aims to analyse operational management in improving customer service quality at Warung Madura in Purwokerto. With the increasingly fierce competition in the culinary industry, service quality is a key factor in attracting and retaining customers. This research uses a qualitative method with a case study approach on several Warung Madura located in Purwokerto. Data was collected through in-depth interviews with stall owners, direct observation. The results showed that the implementation of good operational management, such as raw material stock management, and employee training, has a positive impact on the quality of service perceived by customers. Customers feel more satisfied with the fast service, cleanliness of the stall, and friendliness of the employees. In addition, the study also found that innovations in menus and customisation to local preferences can increase the attractiveness of stalls. In conclusion, improving overall operational management can be an effective strategy to improve the quality of customer service at Warung Madura in Purwokerto, which in turn can increase customer loyalty and the competitiveness of the stall
Co-Authors Syahrinullah, Syahrinullah