BUILDING COFFEE SHOP CUSTOMER SATISFACTION
Abstrak
A company whose customers are dissatisfied and not immediately responded to, the company will go bankrupt. This is because consumers who are not satisfied have the potential to leave and then switch their purchases to other companies. Therefore, efforts are needed to build consumer satisfaction so that the existence of the company does not go bankrupt. This study aims to build coffee shop customer satisfaction and is carried out in May-October 2022. The research design uses a quantitative descriptive survey method. The research population is coffee shop consumers in Cirebon City, West Java Province, whose number is not limited. For this reason, the technique for determining the number of samples is based on a loading factor of 0.5 so that the number of samples is set at 120 respondents. Data analysis used the Structural Equation Model (SEM) instrument with the AMOS application. The results showed that the highest loading factor value was on the "satisfied" indicator, which was 0.84 and was used as the main guideline for building consumer satisfaction, which included efforts: 1) fast service, 2) availability of various brewing equipment, 3) room concept that instagrammable, 4) welcoming waiters or baristas, 5) online marketing, 6) application-based services, 7) drive-thru facilities, 8) customer loyalty program innovation, 8) product innovation, 9) branding technology, 10) meeting room, and 11) always pay serious attention to the marketing mix (7 P). It is suggested to coffee shop managers in Cirebon City to seriously increase their attention to the "satisfied" indicator and their efforts to build customer satisfaction. It is suggested to other researchers conduct further research on coffee shop consumer preferences in efforts to build consumer satisfaction to develop knowledge that is more useful theoretically and practically.
Referensi
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Andreal Joann Thomas; Ong Siew Har, C. R. R. (2021). Influence Factors Of Customer Satisfaction In Coffee Industry In Klang Valley. Qualitative and Quantitative Research Review, 6(2), 120–141. (Accessed on10 November 2022)
Anonim. (2022). Kota Cirebon. Wikipedia; Wikipedia. https://id.wikipedia.org/wiki/Kota_Cirebon (Accessed on 25 October 2022)
Aryoni, A., Eldine, A., & Muniroh, L. (2019). Pengaruh Inovasi Produk Terhadap Loyalitas Konsumen. Manager : Jurnal Ilmu Manajemen, 2(2), 1. https://doi.org/10.32832/manager.v2i2.2557 (Accessed on10 October 2022)
Bahadur, W., Aziz, S., & Zulfiqar, S. (2018). Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality. Cogent Business and Management, 5(1), 1–21. https://doi.org/10.1080/23311975.2018.1491780 (Accessed on15 November 2022)
Buchori Alma. (1993). Pengantar bisnis. Alfabeta. (Refensi: buku)
Donald, A. R. and G. M. (2019). Indonesia Coffee Annual Report 2019. https://bit.ly/3s4Hojf (Accessed on10 January 2020)
Duman, F. (2020). Effects of Coffee Shops’ Food Quality, Service Quality and Ambience Quality on Customer Satisfaction and Loyalty in Batman, Turkey. International Journal of Innovative Approaches in Social Sciences, 4(3), 54–68. https://doi.org/10.29329/ijiasos.2020.278.1 (Accessed on 25 November 2022)
Ellitan, L. (2022). Increasing Repurchase Intention Through Experiental Marketing And Customer Satisfaction. International Journal of Research, 9(2), 15–21. (Accessed on20 November 2022)
Eva Rosdiana dan Wachdijono. (2021). Media Sosial , Suasana , Bangunan dan Pengembangan Usaha Coffee Shop pada Era SDGS di Kota Cirebon. Prosiding Seminar Nasional UNIMUS; Universitas Muhammadiyah Semarang. (Accessed on10 May 2022)
Faqih, A., Aisyah, S., Wachdijono, W., & Rosdiana, E. (2022). The Influence Of Building And Atmosphere On The Development Of Coffee Shop Businesses In The SDGs Era Through Social Media As Intervening Variable. Jurnal Manajemen Industri Dan Logistik, 6(1), 99–111. https://doi.org/10.30988/jmil.v6i1.1010 (Accessed on10 November 2022)
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Heung, V. C. S., & Lam, T. (2003). Customer complaint behaviour towards hotel restaurant services. International Journal of Contemporary Hospitality Management, 15(5), 283–289. https://doi.org/10.1108/09596110310482209 (Accessed on15 November 2022)
Indonesia, C. (2022). Pelayanan Bisnis Coffee Shop yang Disukai Pelanggan. Coffeeland.Co.Id. https://coffeeland.co.id/pelayanan-bisnis-coffee-shop-yang-disukai-pelanggan/ (Accessed on20 November 2022)
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Kotler, P. (2000). Prinsip – prinsip pemasaran manajemen. Prenhalindo. (Reference: book)
Leonita, C., & Tulistyantoro, L. (2017). Perancangan Interior Coffee Shop dengan Fasilitas Belajar untuk Mahasiswa di Denpasar. Jurnal Intra, 6(1), 15–23. (Accessed on22 November 2022)
Liu, X., Tang, Y., & Wang, Y. (2022). Consumer Satisfaction for Starbucks. Proceedings of the 2022 7th International Conference on Social Sciences and Economic Development (ICSSED 2022), 652 (Icssed), 1475–1482. https://doi.org/10.2991/aebmr.k.220405.247 (Accessed on 20 November 2022)
Lorenssa, B. A., Astuti, M., & Husniati, R. (2020). Kepuasan Konsumen Sunyi House of Coffee and Hope. Jurnal Ilmiah Manajemen Kesatuan, 8(3), 249–260. https://doi.org/10.37641/jimkes.v8i3.360 (Accessed on 20 November 2022)
Lubis, R. M. S. (2020). Studi kelayakan usaha coffee shop komit. Sumatera Utara. (Accessed on10 October 2022)
M. Faisal Baihaki. (2021). Belajar Dari Cara Starbucks Hadirkan Kepuasan Pelanggan. Cxsense.Com. shorturl.at/nvNZ1 (Accessed on 20 November 2022)
Maidina, M., Ferianto, F., & Hendrix, T. (2021). Innovations in Coffee: Patents Reveal in Indonesia. Jurnal Organisasi Dan Manajemen, 17(2), 137–150. https://doi.org/10.33830/jom.v17i2.1463.2021 (Accessed on 22 November 2022)
Mendi Aisha. (2022, November 20). 25+ Cafe di Cirebon Kota, Ada Wifi, Murah! Topijelajah.Com. https://www.topijelajah.com/cafe-di-cirebon.html (Accessed on 20 November 2022)
Miles, D. A. (2017). A taxonomy of research gaps: Identifying and defining the seven research gaps. Journal of Research Methods and Strategies, August, 1–15. (Accessed on 1 October 2022)
Murtiyanto, R. K. (2018). Pengaruh Perceived Service Quality Terhadap Repurchase Dan Customer Satisfaction Sebagai Variabel Intervening Pada Mcdonald’S Di Kota Malang. Adbis: Jurnal Administrasi Dan Bisnis, 12(2), 182. https://doi.org/10.33795/j-adbis.v12i2.57 (Accessed on 22 November 2022)
N, D., & Adilla, F. (2022). The Effect Of Price, Product Quality, And Quality Of Service On Consumer Satisfaction On Uad Kobessah Coffee. ICBAE. https://doi.org/10.4108/eai.10-8-2022.2320828 (Accessed on 22 November 2022)
Nappy. (2021). Kepuasan Pelanggan Coffee Shop pada Saat Pandemi Covid 19. Kompasiana.Com. shorturl.at/vPSV3 (Accessed on 23 November 2022)
Nugroho J. Setiadi. (2013). Perilaku konsumen: perspektif kontemporer pada motif, tujuan dan keinginan konsumen (Revisi). Kencana Prenada Media Grup. (Reference: book)
Pande Komang Suparyana, Sharfina Nabilah, & Ni Putu Sukanteri. (2020). Faktor Internal Eksternal Dalam Bauran Pemasaran Produk Ukm Kopi Dadong. DwijenAGRO, 10(2), 109–116. https://doi.org/10.46650/dwijenagro.10.2.1030.109-116 (Accessed on 20 November 2022)
Permatasari, S., Prasetyo, E., & Santoso, S. (2021). Analisis Stimulus Pemasaran Produk Kopi terhadap Kepuasan dan Loyalitas Konsumen (Studi Kasus pada Kafe Semasa Semarang). Jurnal Ekonomi Pertanian Dan Agribisnis, 5(3), 805–818. https://doi.org/10.21776/ub.jepa.2021.005.03.18 (Accessed on 22 November 2022)
Philip Kotler, K. L. K. (2009). Manajemen Pemasaran (W. H. Adi Maulana (ed.); 13th ed.). Erlangga. https://bit.ly/3nssFQ8 (Accessed on 10 January 2020)
Pramesty, D. P., Sapar, S., & Aqsa, M. (2022). The Effect of the 7P Marketing Mix and Service Quality on Customer Satisfaction. Quantitative Economics and Management Studies, 3(2), 186–192. https://doi.org/10.35877/454ri.qems928 (Accessed on 20 November 2022)
Pranata, M. N., Hartiati, A., & Sadyasmara, C. A. B. (2019). Analisis Kepuasan Konsumen terhadap Kualitas Produk dan Pelayanan di Voltvet Eatery and Coffee menggunakan Metode Customer Satisfaction Index (CSI). Jurnal Rekayasa Dan Manajemen Agroindustri, 7(4), 594. https://doi.org/10.24843/jrma.2019.v07.i04.p11 (Accessed on 23 November 2022)
Ratnasari; Wachdijono. (2021). Bauran Pemasaran dan Perilaku Konsumen Kopi Pada Masa Pandemi Covid-19. Prosiding Seminar Nasional UNIMUS E-ISSN, 4, 524–532. https://prosiding.unimus.ac.id/index.php/semnas/article/viewFile/820/831 (Accessed on 25 June 2022)
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Alolayyan, M. N., Al-Hawary, S. I. S., Mohammad, A. A. S., & Al-Nady, B. A. H. A. (2018). Banking service quality provided by commercial banks and customer satisfaction. A structural equation modelling approaches. International Journal of Productivity and Quality Management, 24(4), 543–565. https://doi.org/10.1504/IJPQM.2018.093454 (Accessed on1 November 2022)
Andreal Joann Thomas; Ong Siew Har, C. R. R. (2021). Influence Factors Of Customer Satisfaction In Coffee Industry In Klang Valley. Qualitative and Quantitative Research Review, 6(2), 120–141. (Accessed on10 November 2022)
Anonim. (2022). Kota Cirebon. Wikipedia; Wikipedia. https://id.wikipedia.org/wiki/Kota_Cirebon (Accessed on 25 October 2022)
Aryoni, A., Eldine, A., & Muniroh, L. (2019). Pengaruh Inovasi Produk Terhadap Loyalitas Konsumen. Manager : Jurnal Ilmu Manajemen, 2(2), 1. https://doi.org/10.32832/manager.v2i2.2557 (Accessed on10 October 2022)
Bahadur, W., Aziz, S., & Zulfiqar, S. (2018). Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality. Cogent Business and Management, 5(1), 1–21. https://doi.org/10.1080/23311975.2018.1491780 (Accessed on15 November 2022)
Buchori Alma. (1993). Pengantar bisnis. Alfabeta. (Refensi: buku)
Donald, A. R. and G. M. (2019). Indonesia Coffee Annual Report 2019. https://bit.ly/3s4Hojf (Accessed on10 January 2020)
Duman, F. (2020). Effects of Coffee Shops’ Food Quality, Service Quality and Ambience Quality on Customer Satisfaction and Loyalty in Batman, Turkey. International Journal of Innovative Approaches in Social Sciences, 4(3), 54–68. https://doi.org/10.29329/ijiasos.2020.278.1 (Accessed on 25 November 2022)
Ellitan, L. (2022). Increasing Repurchase Intention Through Experiental Marketing And Customer Satisfaction. International Journal of Research, 9(2), 15–21. (Accessed on20 November 2022)
Eva Rosdiana dan Wachdijono. (2021). Media Sosial , Suasana , Bangunan dan Pengembangan Usaha Coffee Shop pada Era SDGS di Kota Cirebon. Prosiding Seminar Nasional UNIMUS; Universitas Muhammadiyah Semarang. (Accessed on10 May 2022)
Faqih, A., Aisyah, S., Wachdijono, W., & Rosdiana, E. (2022). The Influence Of Building And Atmosphere On The Development Of Coffee Shop Businesses In The SDGs Era Through Social Media As Intervening Variable. Jurnal Manajemen Industri Dan Logistik, 6(1), 99–111. https://doi.org/10.30988/jmil.v6i1.1010 (Accessed on10 November 2022)
Hariyanto. (2019). Riset TOFFIN: Bisnis kedai kopi makin menggeliat di 2019. Industry.Coid, 1. https://bit.ly/39WRxZ5 (Accessed on10 January 2020)
Heung, V. C. S., & Lam, T. (2003). Customer complaint behaviour towards hotel restaurant services. International Journal of Contemporary Hospitality Management, 15(5), 283–289. https://doi.org/10.1108/09596110310482209 (Accessed on15 November 2022)
Indonesia, C. (2022). Pelayanan Bisnis Coffee Shop yang Disukai Pelanggan. Coffeeland.Co.Id. https://coffeeland.co.id/pelayanan-bisnis-coffee-shop-yang-disukai-pelanggan/ (Accessed on20 November 2022)
J. Supranto. (2006). Pengukuran tingkat kepuasan pelanggan untuk menaikkan pangsa pasar (3rd ed.). Renika Cipta. (Reference: book)
Jackxander, N. (2018). Analisis Tingkat Kepuasan Konsumen Terhadap Kualitas Pelayanan PT. SPC Salimah Food (Studi Kasus: JABODETABEK). Universitas Islam Negeri Syarif Hidayatullah Jakarta. (Accessed on15 November 2022)
Joseph F. Hair Jr; William C. Black; Barry J. Babin; Rolph E. Anderson. (2010). Multivariate Data Analysis (7th ed.). Prentice Hall International. (Reference: book)
Julianti, Nanang Djunaedi. (2019). Strategi Manajemen Pasokan Dan Biaya Produksi Di Kedai Kopi. Manajemen, Ekonomi & Akuntansi, 3(2), 191–205. https://doi.org/10.31955/mea.vol3.iss2.pp19 (Accessed on 20 November 2022)
Kotler, Philip and Kevin Lane Keller. (2016). Marketing Managemen (15th ed.). Pearson Education,Inc. (Reference: book)
Kotler, P. (2000). Prinsip – prinsip pemasaran manajemen. Prenhalindo. (Reference: book)
Leonita, C., & Tulistyantoro, L. (2017). Perancangan Interior Coffee Shop dengan Fasilitas Belajar untuk Mahasiswa di Denpasar. Jurnal Intra, 6(1), 15–23. (Accessed on22 November 2022)
Liu, X., Tang, Y., & Wang, Y. (2022). Consumer Satisfaction for Starbucks. Proceedings of the 2022 7th International Conference on Social Sciences and Economic Development (ICSSED 2022), 652 (Icssed), 1475–1482. https://doi.org/10.2991/aebmr.k.220405.247 (Accessed on 20 November 2022)
Lorenssa, B. A., Astuti, M., & Husniati, R. (2020). Kepuasan Konsumen Sunyi House of Coffee and Hope. Jurnal Ilmiah Manajemen Kesatuan, 8(3), 249–260. https://doi.org/10.37641/jimkes.v8i3.360 (Accessed on 20 November 2022)
Lubis, R. M. S. (2020). Studi kelayakan usaha coffee shop komit. Sumatera Utara. (Accessed on10 October 2022)
M. Faisal Baihaki. (2021). Belajar Dari Cara Starbucks Hadirkan Kepuasan Pelanggan. Cxsense.Com. shorturl.at/nvNZ1 (Accessed on 20 November 2022)
Maidina, M., Ferianto, F., & Hendrix, T. (2021). Innovations in Coffee: Patents Reveal in Indonesia. Jurnal Organisasi Dan Manajemen, 17(2), 137–150. https://doi.org/10.33830/jom.v17i2.1463.2021 (Accessed on 22 November 2022)
Mendi Aisha. (2022, November 20). 25+ Cafe di Cirebon Kota, Ada Wifi, Murah! Topijelajah.Com. https://www.topijelajah.com/cafe-di-cirebon.html (Accessed on 20 November 2022)
Miles, D. A. (2017). A taxonomy of research gaps: Identifying and defining the seven research gaps. Journal of Research Methods and Strategies, August, 1–15. (Accessed on 1 October 2022)
Murtiyanto, R. K. (2018). Pengaruh Perceived Service Quality Terhadap Repurchase Dan Customer Satisfaction Sebagai Variabel Intervening Pada Mcdonald’S Di Kota Malang. Adbis: Jurnal Administrasi Dan Bisnis, 12(2), 182. https://doi.org/10.33795/j-adbis.v12i2.57 (Accessed on 22 November 2022)
N, D., & Adilla, F. (2022). The Effect Of Price, Product Quality, And Quality Of Service On Consumer Satisfaction On Uad Kobessah Coffee. ICBAE. https://doi.org/10.4108/eai.10-8-2022.2320828 (Accessed on 22 November 2022)
Nappy. (2021). Kepuasan Pelanggan Coffee Shop pada Saat Pandemi Covid 19. Kompasiana.Com. shorturl.at/vPSV3 (Accessed on 23 November 2022)
Nugroho J. Setiadi. (2013). Perilaku konsumen: perspektif kontemporer pada motif, tujuan dan keinginan konsumen (Revisi). Kencana Prenada Media Grup. (Reference: book)
Pande Komang Suparyana, Sharfina Nabilah, & Ni Putu Sukanteri. (2020). Faktor Internal Eksternal Dalam Bauran Pemasaran Produk Ukm Kopi Dadong. DwijenAGRO, 10(2), 109–116. https://doi.org/10.46650/dwijenagro.10.2.1030.109-116 (Accessed on 20 November 2022)
Permatasari, S., Prasetyo, E., & Santoso, S. (2021). Analisis Stimulus Pemasaran Produk Kopi terhadap Kepuasan dan Loyalitas Konsumen (Studi Kasus pada Kafe Semasa Semarang). Jurnal Ekonomi Pertanian Dan Agribisnis, 5(3), 805–818. https://doi.org/10.21776/ub.jepa.2021.005.03.18 (Accessed on 22 November 2022)
Philip Kotler, K. L. K. (2009). Manajemen Pemasaran (W. H. Adi Maulana (ed.); 13th ed.). Erlangga. https://bit.ly/3nssFQ8 (Accessed on 10 January 2020)
Pramesty, D. P., Sapar, S., & Aqsa, M. (2022). The Effect of the 7P Marketing Mix and Service Quality on Customer Satisfaction. Quantitative Economics and Management Studies, 3(2), 186–192. https://doi.org/10.35877/454ri.qems928 (Accessed on 20 November 2022)
Pranata, M. N., Hartiati, A., & Sadyasmara, C. A. B. (2019). Analisis Kepuasan Konsumen terhadap Kualitas Produk dan Pelayanan di Voltvet Eatery and Coffee menggunakan Metode Customer Satisfaction Index (CSI). Jurnal Rekayasa Dan Manajemen Agroindustri, 7(4), 594. https://doi.org/10.24843/jrma.2019.v07.i04.p11 (Accessed on 23 November 2022)
Ratnasari; Wachdijono. (2021). Bauran Pemasaran dan Perilaku Konsumen Kopi Pada Masa Pandemi Covid-19. Prosiding Seminar Nasional UNIMUS E-ISSN, 4, 524–532. https://prosiding.unimus.ac.id/index.php/semnas/article/viewFile/820/831 (Accessed on 25 June 2022)
Riduan. (2015). Dasar-dasar statistika (Prana Dwija Iswarta (ed.); 13th ed.). Alfabeta. (Reference: book)
Riduwan. (2015). Dasar-dasar Statistika (P. D. Iswarta (ed.)). ALFABETA cv. (Reference: book)
Rudianto. (2013). Akuntansi manajemen : Informasi untuk pengambilan keputusan strategis (S. Saat (ed.); 1st ed.). Erlangga. (Accessed on 9 November 2022)
Ruslan, C. (2013). Studi Deskriptif Perilaku Komplain dan Motif Komplain Pelanggan Restoran di Hotel X Surabaya. Calyptra, 2(1). (Accessed on19 November 2022)
Setiawan, I., Rusadi, N. W. P., & … (2021). Faktor–faktor yang Mempengaruhi Pandemic Incubation Program (PIP) terhadap Keberlanjutan Usaha Mikro, Kecil dan Menengah di Kota Denpasar. Jurnal Riset Inspirasi …. https://ejurnal.stimi-bjm.ac.id/index.php/JRIMK/article/view/222 (Accessed on19 November 2022)
Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta. (Reference: book)
Syahputra, C., Mulyo, J. H., & Suryatini, A. (2015). Analisis Komparasi Kepuasan Konsumen Coffee Shop di Yogyakarta. Jasep, 1(2), 17–38. (Accessed on15 November 2022)
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Diterbitkan
2023-03-01
##submission.howToCite##
Dwi Purnomo, Wachdijono, Akhmad Jaeroni, Cristine N. Ferrer, & Nelia Fariani Siregar. (2023). BUILDING COFFEE SHOP CUSTOMER SATISFACTION. Proceedings of The International Conference on Multi-Disciplines Approaches for The Sustainable Development, 710-719. Diambil dari https://eproceeding.undwi.ac.id/index.php/mdasd/article/view/356
