From Compliance to Culture: Elevating Service Quality and Courier Professionalism in Last-Mile Delivery MSMEs

Nuning Nurna Dewi; Rudi Wibowo; Mega Barokatul Fajri; Damis Veri Budianto; Imransyah Imransyah; Noer Rafikah Zulyanti; Elliv Hidayatul Lailiyah

doi:10.61987/communautaire.v5i2.3107

Authors

Nuning Nurna Dewi Universitas Muhammadiyah Lamongan, Indonesia
Rudi Wibowo Universitas Muhammadiyah Lamongan, Indonesia
Mega Barokatul Fajri Universitas Muhammadiyah Lamongan, Indonesia
Damis Veri Budianto Universitas Muhammadiyah Lamongan, Indonesia
Imransyah Imransyah Universitas Muhammadiyah Lamongan, Indonesia
Noer Rafikah Zulyanti Universitas Muhammadiyah Lamongan, Indonesia
Elliv Hidayatul Lailiyah Universitas Muhammadiyah Lamongan, Indonesia

DOI:

https://doi.org/10.61987/communautaire.v5i2.3107

Keywords:

Standard Operating Procedure, Employee Compliance , Service Quality , Mentoring , MSMEs

Abstract

This study aims to improve the effectiveness of Standard Operating Procedure (SOP) implementation, employee compliance, and service quality in a micro, small, and medium-sized enterprise (MSME) in the delivery service sector. The study addresses several operational challenges, including inconsistent SOP implementation, inadequate courier work discipline, limited service communication skills, and the absence of a structured performance evaluation system. The study used a descriptive qualitative approach with a participatory strategy, including observation, interviews, problem identification, mentoring, training, monitoring, and evaluation. These activities involved employees in identifying operational problems and developing practical improvements to strengthen work performance. The results indicate that mentoring and training improved employees’ understanding of SOPs, strengthened work discipline, and enhanced service communication skills. Furthermore, these interventions supported the development of a more focused operational evaluation system. SOP implementation gradually shifted from an administrative requirement to a practical guideline for employee behavior and delivery operations. These findings imply that integrating SOP reinforcement with human resource capacity development can strengthen operational consistency, employee professionalism, and service quality. The participatory mentoring model also offers a practical and adaptable approach for other service-oriented MSMEs seeking to improve operational management, establish systematic performance evaluation, and sustain continuous service quality improvement.

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