Innovation of Digital Ordering and Payment System for Operational Efficiency and Competitiveness of Culinary MSMEs (Case Study of Yens Cafe 165 Tangerang)
Abstract
This study was conducted to analyze the impact of implementing digital ordering and payment systems on the operational efficiency and competitiveness of Yens Cafe 165, a culinary MSME adapting to technological advancements and changing consumer behavior. The rapid development of digital platforms has led customers to increasingly prioritize fast, convenient, and application-based services, making digitalization an essential requirement in the food service sector. Previous literature indicates that digital innovations such as online ordering and electronic payment systems can enhance process effectiveness, reduce operational errors, accelerate service time, and strengthen business reputation through accessible customer ratings and reviews. Based on this theoretical foundation, the study aims to assess the extent to which the use of GoFood, GrabFood, and QRIS contributes to improving service quality and business performance at Yens Cafe 165. The research employs a descriptive qualitative approach using secondary data, including customer reviews, transaction histories from digital platforms, QRIS payment records, and direct observations of daily operational activities. The findings reveal that digital ordering improves order accuracy, speeds up service processes, and creates a more efficient workflow with fewer errors. Meanwhile, QRIS payments accelerate transaction time, increase the accuracy of financial recording, and provide added convenience for customers. Digitalization also expands online visibility, broadens market reach, and strengthens the cafe’s digital reputation. Overall, digital innovation has a positive influence on operational efficiency, customer satisfaction, and the competitiveness of Yens Cafe 165.
Keywords: digital innovation, operational efficiency, competitiveness, online ordering, digital payment.
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Open Access
HUMANIS (Humanities, Management and Science Proceedings) is a national peer reviewed and open access journal that publishes significant and important research from all area of agroindustry.
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