Customer Satisfaction Level With the Quality of Service Provided by Waiters at the Sekopi Coffee Shop in Renon
DOI:
https://doi.org/10.55927/wakatobi.v4i1.56Keywords:
Consumer Satisfaction, Service Quality, Coffee ShopAbstract
In the competitive food sector, businesses like restaurants and cafes must prioritize customer satisfaction through effective marketing strategies to ensure long-term profitability. This study investigates customer satisfaction with waitress service quality at Sekopi coffee shop in Renon, based on Google reviews indicating customer dissatisfaction. Employing a quantitative descriptive method, the research uses questionnaires distributed to 100 respondents, analyzed across five indicators: Tangible, Empathy, Responsiveness, Reliability, and Assurance using random sampling technique. The findings reveal an overall customer satisfaction level of 3.81, categorized as satisfied, suggesting areas for maintaining and enhancing service quality at Sekopi in Renon.
References
A.S. Moenir. (2016). Manajemen pelayanan umum di Indonesia. Jakarta: Bumi Aksara.
Anwar, S. (2019). Coffee shop dan roastery kota Pontianak. Jurnal Online Mahasiswa Arsitektur Universitas Tanjungpura, 7(1).
Arikunto, S. (2019). Prosedur penelitian: Suatu pendekatan praktik. Jakarta: Rineka Cipta.
Daryanto, & Setyobudi, I. (2019). Konsumen dan pelayanan prima. Malang: Gaya Media.
Tjiptono, F. (2016). Strategi pemasaran (Ed. 3). Yogyakarta: Andi.
Grinroos. (2017). Pengaruh pelayanan pramusaji terhadap kepuasan tamu di Warung Pojok pada Hotel Grand Inna Medan. Skripsi, 6(2).
Indrasari, M. (2019). Pemasaran dan kepuasan pelanggan. Surabaya: Unitomo Press. Retrieved from http://books.google.com
Kotler, P., & Armstrong, G. (2012). Principles of marketing (14th ed.). New Jersey: Prentice Hall.
Leonita, C., & Lintu, T. (2017). Perancangan interior coffee shop dengan fasilitas belajar untuk mahasiswa di Denpasar. Jurnal Intra, 6(1).
Mertayasa, A. (2012). Food and beverage service operational. Yogyakarta: Andi Offset.
Marsum, W. A., & Fauziah, S. (2016). Profesional waiter. Yogyakarta: Andi.
Nopian, A. B. (2019). Pengaruh kualitas produk terhadap kepuasan konsumen (Studi kasus pada Kedai Kopi Cellestial Lembang Kab. Bandung Barat). Skripsi. Jawa Barat: Universitas Pasundan.
Putri, G. J. E. (2013). Fungsi coffee shop bagi masyarakat Surabaya. pp. 124–133.
Rangkuti, F. (2011). Riset pemasaran. Jakarta: Gramedia Pustaka Utama.
Rusydi. (2017). Kualitas pelayanan pramusaji Teratai Restaurant Karangsetra Bandung. Skripsi. Bandung: Program Sarjana Sekolah Tinggi Pariwisata Bandung.
Riyanto, S., & Andhita, H. A. (2018). Pengaruh promosi jabatan dan kualitas terhadap motivasi pemerintah. Jurnal Riset Bisnis & Manajemen, 11(2).
Riyanto, S., & Andhita, H. A. (2020). Metode riset penelitian kuantitatif: Penelitian di bidang manajemen, teknik, pendidikan dan eksperimen. Yogyakarta: Deepublish.
Rinawati, W. (2019). Manajemen pelayanan makanan dan minuman. Yogyakarta: UNY Press.
Sasongko, S. R. (2021). Faktor-faktor kepuasan pelanggan dan loyalitas pelanggan (literature review manajemen pemasaran). Jurnal Ilmu Manajemen Terapan, 3(1), 104–114.
Santoso, A. N. (2017). Fungsi coffee shop bagi perempuan penikmat kopi. AntroUnairdotNet, 6(1).
Sugiyono. (2013). Metode penelitian kuantitatif, kualitatif, dan R&D. Bandung: Alfabeta.
Tjiptono. (2015). Kualitas pelayanan pramusaji Cinamon Polside Restaurant. Jurnal Ilmiah Skylandsea, 3(1).
Tjiptono, F., & Chandra, G. (2016). Service, quality dan satisfaction (Ed. 4). Yogyakarta: Andi Offset.
Wyckoff, D., Sasser, W. E., Jr., & Olsen, R. P. (2017). Management of service operations: Text and cases. Boston: Allyn & Bacon.
Wiktionary. (2010). Pengertian kedai kopi. Retrieved November 28, 2022, from https://repository.unpas.ac.id/
