Pemaknaan Stres dan Strategi Coping Pelaku UMKM dalam Menjaga Kualitas Pelayanan Konsumen
DOI:
https://doi.org/10.35719/psychospiritual.v5i2.412Keywords:
Coping strategies; Meaning-making; MSMEs; Religiosity; StressAbstract
This study aims to explore the meaning of stress experiences and coping strategies among Micro, Small, and Medium Enterprise (MSME) owners in maintaining service quality for consumers. MSME owners often face psychological pressures arising from customer demands, operational challenges, and limited business resources. This research employed a qualitative approach using Interpretative Phenomenological Analysis (IPA). Five MSME owners were selected through purposive sampling based on their experience in dealing with consumer-related pressures. Data were collected through semi-structured interviews and analyzed using IPA procedures. The findings revealed three main themes: forms of stress in consumer service, coping strategies in dealing with business-related stress, and the impact of coping on service quality and business sustainability. Participants experienced stress due to customer complaints, unmet expectations, and operational constraints. To manage these pressures, they utilized meaning-focused and religious coping, problem-focused coping, and emotion-focused coping. The findings further indicate that stress was not merely perceived as a business challenge but also as a personal and spiritual experience. Religiosity functioned as a source of meaning that helped participants maintain hope, while adaptive coping may supported professionalism, customer trust, and business continuity. This study highlights that coping among MSME owners represents not only a stress-management mechanism but also a meaning-making process shaped by personal identity, spiritual values, and business experiences.
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