Analysis of Human Resource Quality in Maintaining Customer Satisfaction at Kopi Kenangan in Pamekasan through the Total Quality Management Approach

Abstract

This study aims to analyze the quality of human resources (HR) in maintaining customer satisfaction at Kopi Kenangan in Pamekasan through the Total Quality Management (TQM) approach. This study is motivated by the increasing competition in the coffee shop business, which requires companies to be able to provide quality service to maintain customer satisfaction. In the service industry, HR quality is a critical factor because employees interact directly with customers and influence the quality of service provided. The research method used is a qualitative descriptive method. Data collection techniques were conducted through observation, interviews, documentation, and literature review. The research subjects consisted of managers, employees, and customers of Kopi Kenangan Pamekasan. Data were analyzed using the Miles and Huberman data analysis technique, which includes data reduction, data presentation, and drawing conclusions. The research results indicate that the quality of human resources at Kopi Kenangan Pamekasan is already quite good. This is evident from the employees’ communication skills, friendly attitude, work discipline, and ability to collaborate as a team in providing service to customers. Additionally, the principles of Total Quality Management have been implemented through the application of standard operating procedures (SOPs), employee training, and regular service evaluations. High-quality service has a positive impact on customer satisfaction, as customers feel comfortable and satisfied with the service provided. However, this study also identified several challenges, particularly during peak hours when customer queues increase, leading to slower service. Therefore, the company needs to enhance the effectiveness of HR management and service delivery to ensure service quality remains consistent under various conditions. Thus, it can be concluded that the quality of human resources is closely linked to customer satisfaction, and the implementation of Total Quality Management can help the company improve service quality sustainably.