Evaluasi Kualitas Layanan pada Unit Pengembangan UMKM: Studi Kasus Community Development Center Telkom Witel Surabaya Selatan
Submission Date: 2020-01-27 12:52:21
Accepted Date: 2020-07-30 00:00:00
Abstract
Peran Business Development Service Provider (BDS-P) dalam membantu mengembangkan dan meningkatkan daya saing UMKM telah banyak dirasakan oleh UMKM. Namun demikian, BDS-P sering kali gagal dalam menyediakan program atau layanan sesuai dengan kebutuhan dari UMKM ditengah kondisi lingkungan yang sangat dinamis. Community Development Center (CDC) Telkom Witel Surabaya Selatan merupakan BDS-P yang dimiliki oleh PT Telekomunikasi Indonesia Tbk yang dibentuk dengan tujuan untuk melaksanakan pembinaan UMKM di daerah Surabaya. Penelitian ini menggunakan metode Importance Performance Analysis (IPA). Data pada penelitian ini diperoleh dari 60 UMKM binaan pada periode Januari – September 2019. Hasil Importance Performance Analysis diketahui bahwa terdapat lima atribut yang berada dalam kuadran I. Atribut tersebut terdiri dari: 1) akses untuk memasarkan produk secara online, 2) akses untuk mempertemukan UMKM dengan potensial buyer (pembeli), 3) edukasi untuk mengelola social media, 4) edukasi untuk menggunakan aplikasi penunjang kegiatan usaha, 5) bantuan dalam pembuatan logo, desain kemasan, dan foto produk.
Keywords
Business Development Service Provider; Importance Performance Analysis; Kualitas Layanan.
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