DOI:

This research is motivated by the need to improve operational efficiency and service quality at Ella Digital

Printing, which still faces obstacles in the form of unstructured workflows, overlapping employee tasks, and the

absence of standard service procedures. This research aims to develop a Service Blueprint as an effort to improve

operational efficiency and customer satisfaction at Ella Digital Printing. This research uses the Research and

customer satisfaction, especially in aspects of service speed, clarity of process flow, and print quality. This study

concludes that the development of the Service Blueprint is effective as a business development approach to

improve operational efficiency and customer satisfaction at Ella Digital Printing. This research is recommended

to be further developed on a wider business object and scale to obtain more comprehensive results.

iterative refinement to ensure the product’s validity and utility. Such a structured process is particularly

A Service Blueprint consists of five interconnected main components that form the basic structure of a service

Operational efficiency is an organization's ability to optimally utilize resources to produce maximum output with

minimal use of costs, time, and energy. Operational efficiency in service organizations is closely associated with

process optimization, resource utilization, and service consistency. Wang et al. (2012) argue that effective

operational management enhances service performance by minimizing process variability and improving

coordination across functional units. In service-based businesses, efficiency is not limited to cost reduction but

extends to reducing service delays, eliminating redundant procedures, and improving responsiveness.

Consequently, operational efficiency becomes a strategic capability that directly influences organizational

performance and customer perception. Research by Amissah et al. (2024) shows that implementing good quality

control in digital printing businesses can increase production efficiency and reduce waste, thereby supporting

the achievement of more effective operational performance.

Research conducted by Rafiki & Pratama (2024) shows that service efficiency has a significant influence on

In line with these findings, operational efficiency refers to a company's ability to optimally utilize resources

through the application of appropriate technology, effective time management, and strict quality control.

Operational efficiency not only increases internal productivity but also has a direct impact on customer

satisfaction, thus becoming the main focus of this study.

Customer satisfaction is a measure of the extent to which a product or service meets or exceeds customer

expectations. In the digital printing industry, customer satisfaction is heavily influenced by product quality, speed

of service, and interaction with staff. Service quality dimensions such as reliability, responsiveness, assurance,

empathy, and tangibles significantly influence customer satisfaction levels in digital printing services (Setiono

& Hidayat, 2022). This finding aligns with the conceptual framework in this study, which argues that improving

service quality will impact customer perceptions of the overall service experience.

Supporting this perspective, Fida et al. (2020)(Setiawan et al., 2025) empirically confirmed that service quality

and work efficiency have a direct and significant effect on customer satisfaction, which acts as a mediating

variable in increasing customer loyalty. The findings emphasize that efficiency in service delivery—such as

faster processing time, accuracy of service execution, and systematic work coordination—enhances customers’

This study used a mixed methods design without hypothesis formulation because it focused on developing and

evaluating product effectiveness in the form of Service Blueprints and standard operating procedures (SOPs),

not on testing relationships between variables. Quantitative data was used descriptively as a measure of

operational efficiency and customer satisfaction, not for hypothesis testing.

relevant for producing a Service Blueprint and Standard Operating Procedures (SOPs) for the Ella Digital

Printing business.

4. Implementation (Product Implementation)

The implementation stage was conducted through a limited trial by implementing the Service Blueprint and SOP

at Ella Digital Printing. The trial aimed to assess the feasibility of the service flow, employee readiness, and

involved in the service process. The owners and employees were chosen as subjects because they play a role in

implementing operations and providing information related to workflows and service constraints, while

customers act as service recipients who assess service quality and satisfaction. The object of this study is a

development product in the form of a Service Blueprint and standard operating procedures (SOP) designed to

map the service flow comprehensively, including customer activities, frontstage, backstage, supporting

processes, and physical evidence as a guideline for service standards at Ella Digital Printing.

The trial subjects of this research aimed to ensure that the Service Blueprint and SOP products were theoretically

valid, operationally feasible, and effective in improving service quality. The trial subjects included experts and

practitioners as validators to assess product feasibility, the owners and employees of Ella Digital Printing as

limited trial subjects in operational implementation, and customers as field trial subjects who assessed the

product's effectiveness through a satisfaction questionnaire. The involvement of these three groups enabled the

acquisition of comprehensive data from academic, operational, and customer experience aspects.

using descriptive statistics through the calculation of Respondent Achievement Rate (TCR) to describe the

achievement of operational efficiency and customer satisfaction after the implementation of the Service

Blueprint.

At the development stage, the Service Blueprint and SOP were validated by three expert validators consisting of

a work system design expert, a management expert and a digital printing practitioner.

Table 1 Summary of expert validation

the quality control and design confirmation processes. The revisions resulted in a final blueprint that was more

comprehensive, applicable, and ready for implementation.

The implementation phase was conducted through a limited trial at Ella Digital Printing. Implementation

observations indicated that the new service flow was well-implemented. The processes of receiving customers,

recording orders using order forms, design and proof confirmation, production, quality control, and delivery of

printed products were more orderly and coordinated. Employee task allocation became clearer, and overlapping

work was minimized, although employees were still adapting to the initial implementation phase.

Evaluation of service effectiveness was conducted through a questionnaire to 30 customers.

Table 2 Customer Satisfaction Analysis After Implementation

The results show that the average score obtained from 30 respondents was 138.56 out of a maximum score of

150. This indicates a percentage achievement of 92.37%, which falls into the "Very Good" category. The findings

demonstrate that customers perceived significant improvements in service clarity, speed of process, order

recording accuracy, and overall print quality after the implementation of the Service Blueprint.

Overall, the research results indicate that the implementation of the Service Blueprint and SOP has had a positive

impact on operational efficiency and customer satisfaction at Ella Digital Printing. The developed product was

deemed effective, feasible, and can be used as a permanent operational guideline to support more professional,

consistent, and customer-oriented service.

The findings of this study align with those of Kraus et al. (2022) which showed that systems-based business

management and the use of digital approaches can improve the performance and success of MSMEs. The

task allocation, and increased speed and accuracy of service. These improvements directly impacted operational

efficiency and customer satisfaction, thus strengthening the business's position in the competitive digital printing

service market.

Prior to the blueprint implementation, the service flow was unstructured, leading to overlapping work and delays.

Visual service mapping helped uncover inefficiencies and provide a basis for work process improvements, in

line with the findings of Hidayat et al. (2023).

The Service Blueprint design contributed to increased operational efficiency through clear division of tasks and

employee workflows. The separation of front-stage and back-stage activities helped create a more orderly service

process, reduced customer waiting time, and minimized production errors. These findings align with Dewi et al.

(2022), who stated that Service Blueprints can improve service efficiency by streamlining workflows and

reducing non-value-added activities.

These findings are consistent with Berlianto, Berlianto et al. (2024) ,who found that operational efficiency and

service quality significantly influence competitiveness through customer satisfaction as a mediating variable.

Blueprints play a crucial role in SOP development and service quality control.

The Service Blueprint design in this study serves a similar function to the study by Hidayat et al. (2023) as a tool

for improving service flow and increasing operational efficiency. The present findings resonate with broader

developments in service design literature indicating the transformative role of service design practices in

enhancing user experience and organizational quality. Palazzo et al. (2024) conducted a systemic review on

service design applications and found that structured service design interventions—grounded in co-design and

holistic stakeholder engagement—can improve the overall quality of user experiences and organizational

performance.

This supports the idea that improving service processes through intentional design frameworks, such as service

blueprinting integrated with ADDIE, has the potential to yield positive outcomes in both operational and

supporting processes in a structured manner. The clarity of the division of roles and responsibilities in the

blueprint reduces overlapping work, strengthens work coordination, and places proofing and quality control

stages as error prevention mechanisms. In addition, the integration of the order recording and tracking system