The Role of Human Resource Management in Improving the Performance of UMKM Kedai Waleho Kopitiam
Peranan Manajemen Sumber Daya Manusia Dalam Rangka Meningkatkan Kinerja UMKM Kedai Waleho Kopitiam
DOI:
https://doi.org/10.21070/ups.8930Keywords:
Human Resource Management, MSME Performance, Kedai Waleho Kopitiam, Employee Productivity, Service Quality, Customer SatisfactionAbstract
Human Resource Management (HRM) plays a vital role in enhancing the performance and sustainability of Micro, Small, and Medium Enterprises (MSMEs), particularly in the culinary sector. This study explores how HRM practices contribute to improving employee productivity, service quality, and customer satisfaction at Kedai Waleho Kopitiam, a thematic café in Sidoarjo that adopts a nostalgic 1990s-style kopitiam concept. Using a qualitative descriptive approach, data were collected through in-depth interviews, direct observation, and documentation. The findings reveal that although HRM at Kedai Waleho is managed informally, it effectively incorporates key HR functions such as recruitment, training, performance evaluation, motivation, and workplace relationships. These practices foster a supportive and adaptive work environment, which positively impacts operational efficiency and customer loyalty. The study concludes that contextual and humanistic HRM strategies can significantly improve the performance of MSMEs, even in small-scale, family-oriented business settings
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