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All Journal Jurnal Pengabdian Kepada Masyarakat Journal of Studies in Academic, Humanities, Research, and Innovation
William Suryanto Limoa
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Religion Agriculture, Biological Sciences & Forestry Chemistry Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Library & Information Science Mathematics Social Sciences Other

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Brewing The Experiences: Mapping Service Quality And Consumer Behavior In Coffeeshops Through SERVQUAL And Importance Performance Analysis Achmad Ridha; William Suryanto Limoa
Journal of Studies in Academic, Humanities, Research, and Innovation Vol. 2 No. 2 (2025): December 2025
Publisher : Ponpes As-Salafiyyah Asy-Syafi'iyyah

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71305/sahri.v2i2.600

Abstract

This study aims to analyze service quality and consumer behavior among Generation Z customers visiting coffeeshops in Makassar using the SERVQUAL and Importance–Performance Analysis (IPA) models. The research adopts a quantitative descriptive approach with a sample of 100 Gen Z respondents who frequently visit popular and social media–visible coffeeshops. Data were collected using a structured questionnaire adapted from the SERVQUAL framework developed by Parasuraman et al. (1988), comprising 22 indicators distributed across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The validity and reliability tests confirmed all indicators were valid (r > 0.197) and reliable (Cronbach’s Alpha = 0.903 for perception, 0.866 for expectation). The SERVQUAL analysis revealed negative gap values in all dimensions, indicating that service performance has not fully met customer expectations. The largest gap appeared in responsiveness (–0.49), showing that service promptness and attentiveness require improvement, while tangibles (–0.13) and assurance (–0.05) were relatively better. The IPA results mapped responsiveness indicators into the “Concentrate Here” quadrant, highlighting the need for managerial action, while tangibles and empathy were placed in “Keep Up the Good Work.” Overall, the findings emphasize that Gen Z consumers value fast, interactive, and personalized service experiences, underscoring the urgency for coffeeshop managers to enhance operational agility and technological adaptation to strengthen satisfaction and loyalty.
Peningkatan Pemahaman Manajemen Usaha bagi Pelaku UMKM Pemula di Kota Makassar William Suryanto Limoa; Achmad Ridha
Jurnal Pengabdian Kepada Masyarakat Vol. 2 No. 2 (2026): Jurnal Pengabdian Kepada Masyarakat
Publisher : CV. Era Digital Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59066/jpkm.v2i2.2165

Abstract

Usaha Mikro, Kecil, dan Menengah (UMKM) memiliki peran penting dalam pembangunan ekonomi daerah, namun pelaku UMKM pemula masih menghadapi berbagai kendala dalam pengelolaan usaha, khususnya terkait pemahaman manajemen usaha. Di Kota Makassar, sebagian besar UMKM pemula dikelola secara berbasis keluarga dengan pola pengelolaan yang masih informal dan belum terstruktur. Kegiatan pengabdian kepada masyarakat ini bertujuan untuk meningkatkan pemahaman manajemen usaha bagi pelaku UMKM pemula melalui kegiatan sosialisasi. Kegiatan dilaksanakan dengan pendekatan edukatif-partisipatif dan melibatkan 20 pelaku UMKM pemula. Tahapan kegiatan meliputi pre-test, penyampaian materi secara interaktif, diskusi, dan post-test. Hasil evaluasi menunjukkan adanya peningkatan pemahaman peserta yang ditunjukkan oleh kenaikan skor post-test dibandingkan skor pre-test pada seluruh peserta. Temuan ini menunjukkan bahwa kegiatan sosialisasi manajemen usaha efektif dalam meningkatkan pemahaman manajerial pelaku UMKM pemula. Kegiatan ini diharapkan dapat menjadi langkah awal dalam membangun kesadaran manajemen usaha serta mendukung keberlanjutan UMKM pemula di Kota Makassar.
Co-Authors Achmad Ridha