Pelatihan Peningkatan Kualitas Pelayanan Pegawai di Koperasi di Desa Merah Putih Desa Mulya Sari

Efan Elpanso; Dina Mellita; Heriyanto Heriyanto; Andrian Noviardy; Fitriasuri Fitriasuri; Ve Rinda Febrika Aulia

doi:10.62951/karyanyata.v3i1.2827

Authors

Efan Elpanso Universitas Bina Darma
Dina Mellita Universitas Bina Darma
Heriyanto Heriyanto Universitas Bina Darma
Andrian Noviardy Universitas Bina Darma
Fitriasuri Fitriasuri Universitas Bina Darma
Ve Rinda Febrika Aulia Universitas Bina Darma

DOI:

https://doi.org/10.62951/karyanyata.v3i1.2827

Keywords:

Administrative Management, Service Excellence, Service Quality, Training Program, Village Cooperative

Abstract

Service quality is a crucial factor in improving public trust and satisfaction toward village economic institutions, including village cooperatives. The Merah Putih Village Cooperative in Mulya Sari Village still faces several service-related challenges, such as limited understanding of service excellence principles among employees, unstandardized service procedures, and inadequate communication and administrative skills. This study aims to improve employee service quality through service excellence training to enhance professionalism and service effectiveness at the cooperative. The method used is a descriptive qualitative approach involving observation, interviews, training sessions, service simulations, and direct field assistance. The training focused on service excellence concepts, service ethics, effective communication, implementation of standard operating procedures (SOPs), and administrative management. The results indicate an improvement in employees’ understanding and behavior, reflected in more polite, responsive, and professional service delivery to cooperative members. In addition, administrative management became more organized, contributing to faster and more efficient services. This activity demonstrates that service quality training has a positive impact on improving cooperative service performance. The implications of this study suggest that continuous service training can foster a sustainable service-oriented culture and enhance member satisfaction, thereby strengthening the institutional capacity of village cooperatives

References

Arzewinata, A., & Zulkarnain, Z. (2025). Peran koperasi desa dalam penguatan ekonomi kerakyatan berbasis potensi lokal. Jurnal Ekonomi Kerakyatan, 10(1), 45–56.

Hardiansyah. (2018). Kualitas pelayanan publik: Konsep, dimensi, indikator, dan implementasinya. Yogyakarta: Gava Media.

Hidayati, S. N. (2016). Pengaruh pendekatan kepemimpinan terhadap kepuasan kerja karyawan. Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship, 5(2), 57–66. https://doi.org/10.30588/SOSHUMDIK.v5i2.164

Jurnal Maksipreneur, 5(1), 1–23. https://doi.org/10.30588/SOSHUMDIK.v5i1.142

Jurnal Manajemen dan Bisnis, 7(1), 30–41.

Kasmir. (2017). Customer service excellent: Teori dan praktik. Jakarta: Rajawali Pers.

Kementerian Koperasi dan Usaha Kecil dan Menengah Republik Indonesia. (2025). Petunjuk pelaksanaan pembentukan Koperasi Desa Merah Putih. Jakarta: KemenKop UKM RI.

Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education. Lupiyoadi, R. (2018). Manajemen pemasaran jasa (edisi revisi). Jakarta: Salemba Empat. Moenir, H. A. S. (2015). Manajemen pelayanan umum di Indonesia. Jakarta: Bumi Aksara.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Ratminto, & Winarsih, A. S. (2016). Manajemen pelayanan. Yogyakarta: Pustaka Pelajar. Risdwiyanto, A., & Kurniyati, Y. (2015). Strategi pemasaran berbasis rangsangan pemasaran.

Sahputra, R., Hidayat, T., & Lestari, D. (2025). Kualitas pelayanan publik desa dalam meningkatkan kepuasan masyarakat. Jurnal Administrasi Publik, 9(2), 112–123.

Sedarmayanti. (2017). Sumber daya manusia dan produktivitas kerja. Bandung: Mandar Maju. Sinambela, L. P. (2019). Reformasi pelayanan publik. Jakarta: Bumi Aksara.

Sulaeman, S., & Maulana, R. (2025). Pemberdayaan ekonomi masyarakat melalui koperasi desa.

Tjiptono, F. (2019). Service management: Mewujudkan layanan prima. Yogyakarta: Andi. Undang-Undang Republik Indonesia Nomor 25 Tahun 1992 tentang Perkoperasian.

Widodo, J. (2020). Manajemen pelayanan publik di era reformasi birokrasi. Jurnal Ilmu Administrasi Negara, 8(1), 1–12.

Yamit, Z. (2018). Manajemen kualitas produk dan jasa. Yogyakarta: Ekonisia.

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm. McGraw-Hill Education.