Kepuasan Pelanggan Pada Kedai Kopi Aceh di Kota Palembang


  • Candra Astra Terenggana * Mail Universitas Katolik Musi Charitas, Palembang, Indonesia
  • (*) Corresponding Author
Keywords: Physical Evidence; Reliability; Responsiveness; Assurance; Empathy; Customer Satisfaction

Abstract

In the city of Palembang there are many coffee shops from the Nangroe Aceh Darussalam area known as kedai kopi Aceh  or Kopi Gayo. With its uniqueness, namely the quality of coffee beans, how to brew coffee, taste and friendliness of barista communication, Aceh coffee shops dare to compete with local Palembang coffee shops even with national and international branded coffee shops. The purpose of this study was to measure the performance of kedai kopi Aceh in the city of Palembang based on customer satisfaction. Customer satisfaction is measured based on service quality using physical evidence, reliability, responsiveness, assurance, and empathy variables. The data collection technique used is a survey. The sampling technique used purposive sampling with the number of respondents as many as 97 people. Multiple regression analysis was used to examine the effect of five service quality variables on customer satisfaction. The results showed that all variables of the service quality (Includes: physical evidence, reliability, responsiveness, assurance, and empathy) of kedai kopi Aceh coffee shops had a positive and significant effect on customer satisfaction. Although the customers of kedai kopi Aceh in Palembang are satisfied with the quality of service provided by kedai kopi Aceh, it is very necessary to improve the quality of the existing physical facilities as well as interior and exterior decorations, considering that competition between coffee providers (Coffee shop) in Palembang does not only rely on the taste of the coffee but also on the facilities,  in-store atmosphere and entertainment to satisfy customers.

Downloads

Download data is not yet available.

References

Affandi, Azhar, Achmad Rozi, dan Denok Sunarsi. (2021). Manajemen SDM Strategik: Strategi Mengelola Karyawan di Era 4.0. Banten: Bintang Visitama Publisher.

Agustinawati. (2016). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Bisnis Kuliner dengan Pendekatan SERVQUAL. Jurnal Visioner & Strategis, Vol. 5, No. 2, September 2016, ISSN: 2338-2864, p. 33-39.

Firmansyah, Anang. (2018). Perilaku Konsumen (Sikap dan Pemasaran). Yogyakarta: Deepublish Publisher.

Fatihudin, Didin dan Anang Firmansyah. (2019). Pemasaran Jasa (Strategi Mengukur Kepuasan dan Loyalitas Pelanggan). Yogyakarta: Deepublish Publisher.

Ghozali, Imam. (2016). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 23, Edisi 8. Badan Penerbit Universitas Diponegoro. Semarang.

Ibrahim, Mar’ie, Lisbeth Mananeke dan Djurwati Soepeno. (2018). Analisis Tata Letak Ruang dan Fungsionalitas Restoran Rumah Kopi Billy Terhadap Kepuasan Pelanggan. Jurnal EMBA Vol 6 no 4, September 2018, hal. 3572-3582, ISSN: 2303-1174.

Indrasari, Meithiana. (2019). Pemasaran dan Kepuasan Pelanggan. Surabaya: Unitomo Press.

Irawan dan Dwijayanti (2020), Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan pada PT. Kartika Cipta Anugrah Bandung, ATRABIS: Jurnal Administrasi Bisnis, Vol. 6 No.2, pp.154-162.

Kaihatu, Thomas S., Achmad Daengs, dan Agoes Tinus Lis Indrianto. (2015). Manajemen Komplain. Yogyakarta: Andi.

Katadata. (2018). 2021, Konsumsi Kopi Indonesia diprediksi Mencapai 380 Ribu Ton. Diakses dari https://databoks.katadata.co.id/datapublish/2018/07/31/2021-konsumsi-kopi-indonesia-diprediksi-mencapai-370-ribu-ton, pada 15 April 2021.

Michelli, Joseph A. (2007). The Starbucks Experience: 5 Prinsip Untuk Mengubah Hal Biasa Menjadi Luar Biasa. Jakarta: Penerbit Erlangga.

Monther, Wessam dan Ananthlakshmi Mahadevan. (2019). The Impact of Service Quality on Customer Satisfaction: A Study of Arab Restaurants in Malaysia. International Journal of Accounting & Business Management, Vol. 7, No. 1, April 2019, ISSN: 2289-4519.

Mu’tashim, Mush’ab Ihsan dan Alim Setiawan Slamet. (2019). Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Konsumen (Studi Kasus Pada Coffee Shop di Kota Bogor). Jurnal Manajemen dan Organisasi (JMO), Vol 10, No 2, Agustus 2019, Hal. 118-132, P-ISSN: 2088-9372, E-ISSN: 2527-8991.

Murad, Shaher. (2015). Impact of Service Quality on Customer Satisfaction in Restaurant Industry. Singaporean Journal of Business Economics, and Management Studies Vol. 4, No. 6, 2015.

Rangkuti, Freddy. (2017). Customer Care Excellence: Meningkatkan Kinerja Perusahaan Melalui Pelayanan Prima. Jakarta: PT. Gramedia Pustaka Utama.

Riyanto, Slamet dan Aglis Andhita Hatmawan. (2020). Metode Riset Penelitian Kuantitatif Penelitian di Bidang Manajemen, Teknik, Pendidikan dan Eksperimen. Yogyakarta: Deepublish Publisher.

Suatmodjo, Fabe Angelin Tandjung. (2017). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Café Zybrick Coffee & Cantina., Jurnal AGORA Vol. 5, No. 3, 2017.

Sugiyono. (2016). Metode Penelitian Manajemen. Bandung: Alfabeta.

Taseng, Yanuarius Sefryjons dan Candra Wijayangka. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Ngopi Doeloe Cabang Burangrang Bandung. e-Proceeding of Management: Vol. 4, No. 1 April 2017, Page 726, ISSN: 2355-9357.

Tjiptono, Fandy. (2015). Strategi Pemasaran. Yogyakarta: Andi.

Tjiptono, Fandy dan Gregorius Chandra. (2016). Service, Quality & Satisfaction. Yogyakarta: Andi.

Wiranata, Ardhi. (2020). Pengaruh Harga, Kualitas Produk, dan Lokasi Terhadap Kepuasan Pelanggan pada Kafe RS Kopi. Jurnal Ilmu dan Riset Manajemen vol 9 no 3, Maret 2020, e-ISSN: 2461-0593.

Zeithaml, Valarie A, Mary Jo Bitner dan Dwayne D. Gremler. Service Marketing: Integrating Customer Focus Acroos The Firm. Dubuque: McGraw-Hill Education.


Bila bermanfaat silahkan share artikel ini

Berikan Komentar Anda terhadap artikel Kepuasan Pelanggan Pada Kedai Kopi Aceh di Kota Palembang

Article History
Submitted: 2021-11-17
Published: 2021-11-30
Abstract View: 2 times
PDF Download: 2 times
How to Cite
Terenggana, C. (2021). Kepuasan Pelanggan Pada Kedai Kopi Aceh di Kota Palembang. Ekonomi, Keuangan, Investasi Dan Syariah (EKUITAS), 3(2), 193-202. https://doi.org/10.47065/ekuitas.v3i2.1078
Section
Articles