Pengukuran Implementasi Service Operations Managament Terhadap Usaha Mikro, Kecil, dan Menangah

Izzulhaq, Alya Aqilah (2024) Pengukuran Implementasi Service Operations Managament Terhadap Usaha Mikro, Kecil, dan Menangah. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Selama dua dekade terakhir, UMKM telah menunjukkan kontribusi signifikan dalam perkembangan ekonomi di negara maju dan berkembang. Namun, banyak UMKM yang tidak mencapai potensi maksimalnya karena berbagai tantangan, termasuk keterbatasan sumber daya keuangan, teknologi, tenaga kerja terampil, serta akses dan informasi pasar. Pemerintah tentunya melakukan berbagai inisiatif untuk berusaha membina UMKM dengan meningkatkan pengetahuan dan keterampilan mereka. Service Operation Management (SOM) merupakan solusi efektif untuk membantu UMKM mengatasi masalah peningkatan layanan. Penelitian ini bertujuan mengukur implementasi SOM terhadap UMKM binaan dan memberikan saran untuk mempertahankan keunggulan kompetitif SOM. Metode kuantitatif digunakan dengan pengumpulan data melalui kuesioner hardcopy dan google form dari 90 responden, kemudian diolah menggunakan Importance Performance Analysis (IPA). Hasilnya menunjukkan bahwa kemampuan finansial, pengelolaan risiko, kerja sama dengan pihak yang bersangkutan, dan kepuasan pelanggan perlu menjadi prioritas perbaikan. Dari analisis ini, empat usulan perbaikan ditujukan kepada UKM binaan: mengkaji ulang pemahaman tentang kemampuan finansial, meningkatkan kesadaran dan pencegahan risiko melalui pelatihan, mengoptimalkan kerja sama dengan pihak terkait, dan mengembangkan nilai produk berkelanjutan untuk mempertahankan kepuasan pelanggan UMKM.
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Over the past two decades, MSMEs have made significant contributions to economic development in both developed and developing countries. However, many MSMEs are not reaching their full potential due to various challenges, including limited financial resources, technology, skilled labour, and market access and information. The government has certainly undertaken various initiatives to try to nurture MSMEs by improving their knowledge and skills. Service Operation Management (SOM) is an effective solution to help MSMEs address service improvement issues. This study aims to measure the implementation of SOM to fostered MSMEs and provide suggestions to maintain the competitive advantage of SOM. Quantitative method was used by collecting data through hardcopy and google form questionnaires from 90 respondents, then processed using Importance Performance Analysis (IPA). The results showed that financial capability, risk management, cooperation with relevant parties, and customer satisfaction need to be prioritised for improvement. From this analysis, four suggestions for improvement were addressed to the assisted SMEs: reviewing the understanding of financial capability, increasing risk awareness and prevention through training, optimising cooperation with relevant parties, and developing sustainable product value to maintain MSME customer satisfaction.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Corporate Social Responsibility (CSR), Micro, Small, and Medium Enterprises (MSME’s), Service, Service Operations Management (SOM).
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control.
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Alya Aqilah Izzulhaq
Date Deposited:	08 Aug 2024 08:33
Last Modified:	08 Aug 2024 08:33
URI:	http://repository.its.ac.id/id/eprint/112471

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