Article Per Year (5 Year)
p-Index From 2021 - 2026
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All Journal Journal of Economics Business Finance and Accounting
Ricky Arnold Nggili
Politeknik Bhakti Semesta
Arts Economics, Econometrics & Finance Environmental Science Social Sciences Other

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Emotional Labour Dalam Pelayanan dan Pengaruhnya Kepada Pelanggan di Kafe Yege Resto Di Salatiga Ricky Arnold Nggili; Ignatius Bias Galih Prasadhya; Dinda Rahma Hidayah; Abdenigara Ahma Hutari
Journal of Economics Business Finance and Accounting Vol. 2 No. 1 (2024): Journal of Economics Business Finance and Accounting
Publisher : Nur Science Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53088/jebfa.v2i1.2349

Abstract

This study aims to analyze the impact of employees’ emotional labour on customer experience at Yege Resto & Cafe in Salatiga. The research is grounded in the significance of employee–customer interactions in the culinary industry, where both verbal and non-verbal service quality play a critical role in determining customer satisfaction and loyalty. A qualitative approach with a descriptive method was employed, using non-participant observation of five employees and several customers over three operational days. Data were collected through observations of employee behavior, customer responses, and feedback regarding service and product quality. The findings reveal that employees who successfully apply deep acting—demonstrating genuine friendliness, empathy, and interpersonal communication—are able to create positive customer experiences, enhancing comfort and trust. In contrast, service interactions perceived as merely formal or lacking in empathy tend to weaken the emotional connection with customers. Additionally, purchasing decisions are influenced not only by service quality but also by factors such as pricing and perceived product value. These findings emphasize that a combination of emotional labour skills and responsive service strategies is essential for building customer satisfaction and loyalty, while also strengthening Yege Resto & Cafe’s brand image amid intense competition in the café industry.
Implementasi Marketing Mix dengan Pendekatan SWOT di UMKM Tradisional: Studi Kasus Gethuk Kethek Satu Rasa Salatiga Ignatius Bias Galih Prasadhya; Ricky Arnold Nggili; Yoga Rizqi Prasmana; Big Greogory Kaitelapatay
Journal of Economics Business Finance and Accounting Vol. 2 No. 2 (2024): Journal of Economics Business Finance and Accounting
Publisher : Nur Science Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53088/jebfa.v2i2.2367

Abstract

Traditional culinary MSMEs, such as Gethuk Kethek Satu Rasa in Salatiga, play an important role in preserving Javanese culture and supporting the local economy, yet face challenges of competition and limited digital adoption. This study analyzes the application of the 7P marketing mix (Product, Price, Place, Promotion, People, Physical Evidence, Process) to enhance competitiveness and brand visibility. Using a descriptive qualitative approach, data were collected through semi-structured interviews with the owner and employees, supported by document analysis of the 2024 sales report and Instagram posts. The results highlight strengths in authentic cassava-based products (750 boxes/month), competitive pricing (IDR 16,000/box), strategic location attracting 60% of tourists, and customer satisfaction reaching 90%. Weaknesses include weak digital promotion (2–3 Instagram posts/month), fragile packaging, and manual production processes. SWOT analysis reveals opportunities from increasing tourist demand, digital training programs, and e-commerce collaboration, while threats stem from fast-food competition and a 15% rise in raw material prices since 2024. The study proposes strategies such as product diversification, digital marketing enhancement, entry into GoFood/Shopee, eco-friendly packaging, and adoption of packaging technology. These findings provide practical insights for traditional culinary MSMEs to integrate cultural heritage with digital innovation, offering relevance for both practitioners and academics.
Co-Authors Abdenigara Ahma Hutari Big Greogory Kaitelapatay Dinda Rahma Hidayah Ignatius Bias Galih Prasadhya Yoga Rizqi Prasmana