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All Journal Jurnal Abdimas Kartika Wijayakusuma Jurnal Komputer Bisnis
Dwiyanti, Ully
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Humanities Computer Science & IT Economics, Econometrics & Finance Education Environmental Science Social Sciences Other

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An Analysis of the Impact of Customer Service Quality on Customer Satisfaction at Sephora, Summarecon Mall Bandung Hendriana, Tengku Ine; Dwiyanti, Ully; Maharani, Luthfika Dewi; Maipalna, Pepen; Faturrohman, Faturrohman; Susilawati Sugiana, Neng Susi
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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Abstract

This study aims to explore the dimensions of service quality and their impact on customer satisfaction within a retail service context. As consumer expectations continue to rise alongside the growth of the business sector in Indonesia, understanding customer perceptions has become increasingly critical for sustaining competitive advantage. The research adopts a qualitative approach to gain in-depth insights, involving semi-structured interviews with 20 respondents who have experienced direct service interactions in a prominent retail company. Data were analyzed using thematic content analysis to identify recurring themes related to service quality, responsiveness, and customer loyalty. The findings reveal that five key factors reliability, responsiveness, empathy, assurance, and tangibles play a significant role in shaping customer satisfaction. Among these, responsiveness and empathy emerged as the most influential in creating a positive service experience. Additionally, the study highlights how personalized communication and consistent service delivery contribute to long-term customer retention. From a practical standpoint, the results suggest that retail businesses should invest in employee training programs that enhance interpersonal skills and customer empathy. The unique contribution of this study lies in its qualitative focus within a largely quantitative research domain, offering rich, narrative- based insights that deepen understanding of service quality dynamics. This research contributes to the broader field of service management by offering actionable strategies for improving customer satisfaction through tailored service improvements.
Transformasi Digital UMKM Siomay Oishii: Pemanfaatan Marketplace Shopee, Penguatan Laporan Keuangan, dan Strategi Branding Produk WK, Wahyu Nurjaya; Putra, Irsan Herlandi; Simamora, IR. Sihar NMP; Dewi, Rahil Alya; Dwiyanti, Ully
Jurnal Abdimas Kartika Wijayakusuma Vol 6 No 4 (2025): Jurnal Abdimas Kartika Wijayakusuma
Publisher : LPPM Universitas Jenderal Achmad Yani

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26874/jakw.v6i4.1097

Abstract

Siomay Oishii merupakan industri rumah tangga berbasis ikan yang berkoordinasi dengan 12 UMKM mitra. Produksi mencapai 1.000 pcs/hari dengan jam operasional Senin–Sabtu (09:00–17:30) dan Minggu (06:00–10:00). Pemasaran masih terbatas pada WhatsApp dan promosi mulut ke mulut, padahal konsumen kini lebih banyak beralih ke e-commerce. Program pengabdian ini fokus pada dua aspek: (1) manajemen usaha (pencatatan standar, produksi, dan stok); (2) pemasaran produk (Shopee, branding, promosi digital). Tujuannya adalah memberdayakan mitra dalam transformasi digital pemasaran, meningkatkan kemampuan pencatatan keuangan sederhana, serta mengembangkan strategi branding dan desain kemasan kompetitif. Metode pelaksanaan meliputi lima tahapan: sosialisasi, pelatihan, penerapan teknologi, pendampingan dan evaluasi, serta keberlanjutan program. Hasilnya, 13 mitra UMKM telah menggunakan pencatatan digital, menerapkan SOP sehingga efisiensi produksi meningkat 20%, penjualan naik lebih dari 20%, seluruh produk menggunakan kemasan, dan tercipta 104 konten media sosial yang menaikkan followers 20%. Capaian positif meliputi pencatatan standar (85%), manajemen produksi dan stok (75%), pemanfaatan Shopee (90%), branding produk (80%), dan promosi digital (70%). Program ini berhasil mendorong transformasi digital UMKM mitra melalui manajemen usaha dan pemasaran berbasis marketplace, sehingga meningkatkan efisiensi, jangkauan pasar, dan daya saing produk.
Co-Authors Dewi, Rahil Alya Faturrohman, Faturrohman Hendriana, Tengku Ine Maharani, Luthfika Dewi Maipalna, Pepen Putra, Irsan Herlandi Simamora, IR. Sihar NMP Susilawati Sugiana, Neng Susi WAHYU NURJAYA WK