Optimalisasi Kualitas Pelayanan pada UMKM Mars Chicks
DOI:
https://doi.org/10.37481/sjr.v9i4.1760Keywords:
Service Quality, MSMEs, SERVQUAL, Service SOP, Customer ServiceAbstract
Service quality is an important factor in maintaining customer satisfaction and competitiveness among culinary micro, small, and medium enterprises (MSMEs). MARS CHICKS, a fast-food MSME in Bogor Regency with three outlets in Ciawi, Seuseupan, and Puncak, faces service quality problems, including inconsistent service procedures, slow responses during busy periods, inadequate cleanliness, and limited employee knowledge of products. This community service activity aimed to identify service quality problems based on the SERVQUAL dimensions and implement practical improvements suited to the operational conditions of the partner. The activity used a participatory descriptive qualitative approach involving observation, semi-structured interviews, discussions, problem analysis, and implementation. The findings identified four relevant service quality dimensions: reliability, responsiveness, tangibles, and assurance. The improvement program resulted in the development and implementation of employee SOP posters, a customer complaint handling flow, a cleanliness SOP, and a product menu poster. These supporting media provided clearer service guidelines, strengthened employee readiness, and supported greater consistency in service processes. The activity demonstrates that simple, practical, and low-cost interventions can support service quality improvement in culinary MSMEs when adapted to the partner's actual needs.
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