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All Journal Jurnal Digital Bisnis, Modal Manusia, Marketing, Entrepreneurship, Finance, & Strategi Bisnis
Audina, Septi
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Economics, Econometrics & Finance Other

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Peran Pemangku Kepentingan dalam Tata Kelola Angka Sembilan Coffee Audina, Septi; Yanti, Rumapea Devi; Agniah, Neng Gita Siti; Amelia, Resti; Aisyah, Nur
Jurnal Digital Bisnis, Modal Manusia, Marketing, Entrepreneurship, Finance, & Strategi Bisnis (DImmensi) Vol 5 No 2 (2025): JURNAL DIMMENSI
Publisher : Prodi S1 Administrasi Bisnis Universitas Sangga Buana YPKP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32897/dimmensi.v5i2.4584

Abstract

Effective business governance requires active involvement from all stakeholders. In the context of Angka Sembilan Coffee, the roles of owners, employees, and customers are key factors in supporting operational sustainability. The owner acts as the strategic guide and leader who aligns the business vision with daily implementation. Employees play an important role in providing services, maintaining quality, and contributing to innovation. Customers, in addition to being consumers, also serve as a source of feedback and a channel for promotion through digital interactions. This study adopts a qualitative approach using a case study method to understand the relationships between these three parties through in-depth interviews and observations. The analysis results indicate that collaboration between the owner, employees, and customers creates a governance system that is participatory, adaptive, and responsive to market dynamics. These findings strengthen the application of stakeholder theory in managing MSMEs that prioritize values and the involvement of all related parties.
Peran Kualitas Pelayanan Dalam Meningkatkan Kepuasan Pelanggan Pada UMKM Eagle Decal Trisfani, Amelia; Hersusetiyati, Hersusetiyati`; Aisyah, Nur; Audina, Septi
Jurnal Digital Bisnis, Modal Manusia, Marketing, Entrepreneurship, Finance, & Strategi Bisnis (DImmensi) Vol 6 No 1 (2026): JURNAL DIMMENSI
Publisher : Prodi S1 Administrasi Bisnis Universitas Sangga Buana YPKP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32897/dimmensi.v6i1.5313

Abstract

This study aims to analyze the role of service quality in enhancing customer satisfaction at Eagle Decal SMEs located in Bandung Regency. This research uses a descriptive qualitative method with data collection through observation, interviews, and documentation involving owners, customer service staff, and several customers. The results of the study indicate that service quality dimensions such as reliability, empathy, and assurance have been applied quite well, while responsiveness remains the main weakness. Customer satisfaction tends to increase when services are delivered in a friendly and informative manner, but slow responses reduce customer loyalty. The conclusion highlights the importance of improving response speed and consistency in customer service. Training for staff and the development of standard operating procedures (SOP) are recommended as strategies to enhance service quality and strengthen customer loyalty.
Co-Authors Agniah, Neng Gita Siti Amelia, Resti Hersusetiyati, Hersusetiyati` Nur Aisyah Trisfani, Amelia Yanti, Rumapea Devi