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All Journal Jurnal Bina Bangsa Ekonomika Indonesian Journal of Innovation Studies
Febriana, Vinni
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Computer Science & IT Economics, Econometrics & Finance Education Engineering Law, Crime, Criminology & Criminal Justice

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ANALISIS DIMENSI KUALITAS PELAYANAN PADA USAHA LAUNDRY UNTUK MENINGKATKAN KEPUASAN PELANGGAN: STUDI KASUS SAHABAT LAUNDRY COIN MEDAN Febriana, Vinni; Juliana, Juliana; Rahmatillah, Riska; Akbar, Fatawil; Hayati, Fitri
Jurnal Bina Bangsa Ekonomika Vol. 18 No. 1 (2025): Jurnal Bina Bangsa Ekonomika (JBBE)
Publisher : LP2M Universitas Bina Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46306/jbbe.v18i1.849

Abstract

Service quality is one of the key factors in determining customer satisfaction, especially in service businesses such as laundry. This study aims to analyze the quality of services provided by Sahabat Laundry Coin and its impact on customer satisfaction. The research approach used is qualitative with data collection methods in the form of interviews, observations, and documentation. The analysis was carried out using five dimensions of service quality triggered by Parasuraman, namely reliability, responsiveness, assurance, empathy, and tangibles. The results of the study show that Sahabat Laundry Coin is able to provide good service by highlighting performance in completing work on time, quick response to complaints, and quality assurance through responsibility for mistakes that occur. Empathy and attention to the specific needs of customers are also a plus, supported by adequate physical facilities and professional employee performance. This research provides insight for laundry business actors in developing strategies to improve service quality to face increasingly fierce competition.
Digital Supply Chain Integration in Tofu MSMEs of Rambung Merah Village: Integrasi Rantai Pasokan Digital di UMKM Tahu Desa Rambung Merah Febriana, Vinni; Rahmani, Nur Ahmadi Bi; Silalahi, Purnama Ramadani
Indonesian Journal of Innovation Studies Vol. 26 No. 3 (2025): July
Publisher : Universitas Muhammadiyah Sidoarjo

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Abstract

General Background: Micro, Small, and Medium Enterprises (MSMEs) play a pivotal role in Indonesia’s economy, particularly in rural areas. Specific Background: Tofu MSMEs in Rambung Merah Village contribute significantly to the local economy but face persistent operational inefficiencies. Knowledge Gap: Despite existing studies on supply chain practices, limited research addresses digital-driven SCM models in rural MSME contexts. Aims: This study aims to analyze the supply chain management (SCM) practices of tofu MSMEs in Rambung Merah Village and identify strategic opportunities to enhance operational efficiency. Results: Findings indicate that while the current SCM involves structured flows from suppliers to end consumers, it remains traditional and constrained by payment delays, logistical issues, and market competition. Novelty: This research introduces a digital integration model into SCM for rural MSMEs, combining qualitative insights with strategic recommendations for technology adoption. Implications: Implementing digital tools—such as e-commerce and social media—supported by digital literacy and logistics training from local authorities, could significantly improve supply chain efficiency, competitiveness, and sustainability of tofu MSMEs in the digital era.Highlight : SCM helps streamline the tofu production and distribution in Rambung Merah. Challenges include late payments, lost equipment, and limited logistics. Digital solutions and training can improve MSME efficiency and competitiveness.   Keywords : Supply Chain Management, MSMEs, Operational Efficiency, Tofu, Rambung Merah
Co-Authors Akbar, Fatawil Fitri Hayati Juliana Juliana Rahmani, Nur Ahmadi Bi Rahmatillah, Riska Silalahi, Purnama Ramadani