Peran Kualitas Pelayanan terhadap Kepuasan UMKM Binaan Rumah BUMN Medan

Abstract

The satisfaction of MSMEs as beneficiaries of coaching programs is critical to ensure the success and sustainability of small and medium enterprise development. Good service quality, including reliability, responsiveness, assurance, empathy, and physical evidence, is a major factor in building MSMEs’ satisfaction and trust in Rumah BUMN Medan. This study aims to determine and analyze how the role of service quality provided by Rumah BUMN Medan can increase the satisfaction of its fostered MSMEs. This research uses a qualitative approach with data collection methods through questionnaires with MSMEs fostered by Rumah BUMN Medan. The results showed that the quality of services provided by the Rumah BUMN Medan plays an important role in increasing the satisfaction of MSMEs, especially in terms of providing information, training, business assistance, and easy access to services. However, there are still some obstacles such as limited resources and variations in MSME needs that need attention. Based on these findings, it is recommended that Rumah BUMN Medan continue to improve service quality on an ongoing basis and tailor coaching programs to the specific needs of the assisted MSMEs. Improved service quality is expected to create more independent, productive, and competitive MSMEs.