Strategi Kepemimpinan dalam Pengelolaan Sumber Daya Manusia untuk Pengembangan Usaha Jasa

Abstract

The growth of informal service businesses has created new employment opportunities, particularly for university students seeking flexible sources of income. Bantu Kamu Jember is a multi-service business established to provide various on-demand services while offering alternative employment opportunities for students. As the business expanded, challenges related to leadership, human resource management, and organizational sustainability became increasingly evident. This study aims to describe and analyze the leadership strategies implemented in managing human resources to support the development of Bantu Kamu Jember. This study employed a qualitative approach with a phenomenological design. Data were collected through in-depth interviews, participant observation, and documentation. Data credibility was ensured through source, method, and theoretical triangulation. The analysis was conducted using Anthony Giddens' Structuration Theory to examine the reciprocal relationship between organizational structure and individual agency in shaping leadership practices and organizational development. The findings indicate that leadership played a central role in developing the organizational structure, coordinating human resources, and maintaining operational performance. The organization evolved from an informal structure based on personal networks into a more structured system with clearer roles and responsibilities. Leadership strategies emphasized participatory decision-making, flexible problem-solving, interpersonal communication, and the implementation of standard operating procedures to improve service quality. However, the business faced challenges, including workers' dual roles as university students, inconsistent participation, communication barriers, operational inefficiencies, and limited market reach. This study concludes that effective leadership is essential for strengthening human resource management and organizational sustainability. Adaptive leadership, effective communication, employee commitment, and transparent coordination are key factors supporting the development of informal service businesses.