Kepuasan Konsumen Sunyi House of Coffee and Hope

  • Berliana Adinda Lorenssa Universitas Pembangunan Nasional Veteran Jakarta
  • Miguna Astuti Universitas Pembangunan Nasional Veteran Jakarta
  • Renny Husniati Universitas Pembangunan Nasional Veteran Jakarta
Keywords: Service Quality, Location, Facilities, Customer Satisfaction, Coffee Shop, service quality, location, facilities, customer satisfaction.coffee shop

Abstract

In this research there is a quantitative descriptive methods were used with respondents, namely consumers of Sunyi House of Coffee and Hope. This coffee shop has employees with disabilities. In this research aims to determine the condition of consumer satisfaction Sunyi House of Coffee and Hope is influenced by the service quality, location and facilities. The population in this study are customers of Sunyi House of Coffee and Hope. Samples taken as many as 100 respondents by random sampling method. Data collection was done through the distribution of questionnaires with descriptive data analysis techniques. The results of the study stated that 1). Has led to customer satisfaction Sunyi House of Coffee and Hope, 2). Service quality has been done well, 3). The location offered received very high attention, 4). The facilities provided are quite good.

Keywords : Service Quality, Location, Facilities, Customer Satisfaction, Coffee Shop

References

Abdullah, T., & Tantri, F. (2018). Manajemen Pemasaran (Ed.7). Depok: PT RajaGrafindo Persada.
Adhistyo W, T., & Nugraheni, K. S. (2020). Studi Kepuasan Konsumen Pada Peacock Coffee Gajah Mada Semarang. Jurnal Riset Inspirasi Manajemen Dan Kewirausahaan, 4(1), 38–48. https://doi.org/10.35130/jrimk.v4i1.79
Apriyani, D. A., & Sunarti. (2017). Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen. Jurnal Manajemen Dan Bisnis Sriwijaya, 11(4), 301–318.
Arifin, H. S. (2019). Pemasaran Era Milenium (Ed.1). Yogyakarta: Deepublish.
Asniwaty, B., Sehe, M., Siswanto, B., & Satryawati, -. (2019). Analysis of Effect of Service Quality, Physical Environment And Customer Experience To Customer Loyalty Through Customer Satisfaction of Visitor Starbucks Coffee In Samarinda. 75(ICMEMm 2018), 122–128. https://doi.org/10.2991/icmemm-18.2019.7
Dewa, C. B. (2019). Pengaruh Kualitas Restoran Terhadap Kepuasan Pelanggan Cengkir Heritage Resto And Coffe. Khasanah Ilmu - Jurnal Pariwisata Dan Budaya, 10(1). https://doi.org/10.31294/khi.v10i1.5639
Hadiguna, R. A., & Setiawan, H. (2008). Tata Letak Pabrik (Ed.1). Yogyakarta: ANDI.
Jufriyanto, M. (2020). Analisis Tingkat Kepuasan Konsumen Pada Kualitas Pelayanan Kedai Kopi Shelter. Matrik, XX(2), 79–90. https://doi.org/10.350587/Matrik
Kasmir, D. (2017). Customer Services Excellent (Ed.1). Jakarta: PT RajaGrafindo Persada.
Kementan. (2014). Renstra Kementrian Pertanian Pertanian Tahun 2015 - 2019. In Hari Aids Sedunia 2014 (pp. 1–339). https://doi.org/351.077 Ind r
Limbeng, I. P., Lapian, S. L. H. V. J., Loindong, S. S. R., Ekonomi, F., Manajemen, J., & Ratulangi, U. S. (2020). PENGARUH STORE LOCATION TERHADAP LOYALITAS DAN KEPUASAN KONSUMEN PADA WHAT ’ S UP MANADO THE EFFECT OF STORE LOCATION ON LOYALTY AND CONSUMER SATISFACTION IN WHAT ’ S UP MANADO. 8(1), 262–271.
Mahyuddin, T., & Juraidah, J. (2017). Analisis Pengaruh Kualitas Produk, Pelayanan Dan Lokasi Terhadap Kepuasan Pengunjung Warung Kopi One Love Di Kota Kuala Simpang. Jurnal Penelitian Agrisamudra, 2(1), 81–90. https://doi.org/10.33059/jpas.v2i1.238
Marison, M. (2019). Menikmati Uniknya Sunyi House of Coffee and Hope, Kafe Dari dan Untuk Penyandang Disabilitas. https://megapolitan.kompas.com/read/2019/07/20/08093391/menikmati-uniknya-sunyi-house-of-coffee-and-hope-kafe-dari-dan-untuk?page=all.
Mu’tashim, M. I., & Slamet, A. S. (2020). Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Konsumen (Studi Kasus Pada Coffee Shop di Kota Bogor). Jurnal Manajemen Dan Organisasi, 10(2), 118–132. https://doi.org/10.29244/jmo.v10i2.30131
Pantilu, D., Koleangan, R. A. M., & Roring, F. (2018). Pengaruh Kualitas Pelayanan, Harga Dan Fasilitas Terhadap Kepuasan Pelanggan Pada Warunk Bendito Kawasan Megamas Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 6(4), 3723–3732. https://doi.org/10.35794/emba.v6i4.21898
Putri, V. D. A., & Suasana, I. G. A. K. G. (2017). PENGARUH ELEMEN EKUITAS MEREK TERHADAP KEPUTUSAN PEMBELIAN DI GERAI STARBUCKS COFFEE (Studi Pada Konsumen Domestik Starbucks Coffee di Wilayah Bali). E-Jurnal Manajemen Universitas Udayana, 7(1), 470. https://doi.org/10.24843/ejmunud.2018.v7.i01.p18
Ratnasari, R. T., & Aksa, M. H. (2016). Manajemen Pemasaran Jasa - Teori dan Kasus (R. Sikumbang (ed.); Ed.2). Bogor: Ghalia Indonesia.
Sangadji, E. M., & Sopiah, D. (2013). Perilaku Konsumen - Pendekatan Praktis Disertai Himpunan Jurnal Penelitian (N. WK (ed.)). Yogyakarta: ANDI.
Soebiakto, B. (2018). Alasan Generasi Milenial Lebih Konsumtif. Cnnindonesia.Com. https://www.cnnindonesia.com/gaya-hidup/20180418215055-282-291845/alasan-generasi-milenial-lebih-konsumtif
Sofia, A., Pangaribuan, C. H., & Sitinjak, M. F. (2019). Factors of Coffee Shop Revisit Intention and Word-of-Mouth Mediated By Customer Satisfaction. Journal of Management and Business, 19(1). https://doi.org/10.24123/jmb.v19i1.418
Sugianto, D. (2019). Hasil Riset: Kedai Kopi di RI Bertambah 2.000 Dalam 3 Tahun. Finance.Detik.Com. https://finance.detik.com/berita-ekonomi-bisnis/d-4826275/hasil-riset-kedai-kopi-di-ri-bertambah-2000-dalam-3-tahun
Sugiyono, P. D. (2014a). Metode Penelitian Kombinasi (Mixed Methods) (Sutopo (ed.)). Alfabeta, CV.
Sugiyono, P. D. (2014b). Metode Penelitian Manajamen (Setiyawami (ed.)). Bandung: Alfabeta, CV.
Sutopo, D. E. Y., & Slamet, P. D. A. (2017). Statistika Inferensial (Giovanny (ed.); Ed.1). Yogyakarta: ANDI.
Theisen, D. M., & Metzner, B. (2018). The Asia Pacific PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA CAFE DEUMDEE RANGKASBITUNG. Pharmazeutische Industrie, 80(3), 391–397. https://doi.org/10.4324/9781315468891-39
Tjiptono, F., & Chandra, G. (2016). Service Quality dan Satisfaction (Ed.4). Yogyakarta: ANDI.
Utami, R. (2018). Fenomena “Coffee Shop” sebagai Tempat Nongkrong Kawula Mud. Www.Kompasiana.Com. https://www.kompasiana.com/rieska55343/5bf18a37aeebe14f0d778b15/fenomena-coffee-shop-sebagai-tempat-nongkrong-baru-kawula-muda
Wibowo, A. H., & Fausi, M. (2107). Pelayanan Konsumen (Ed.I). Yogyakarta: Parama Publishing.
Winarno, S., Mananeke, L., & Ogi, I. W. J. (2018). Konsumen Kedai Kopi Maxx Coffee Cabang Hotel Aryaduta Manado Analysis Consumer Services and Facilities To Customer Satisfaction the. Jurnal EMBA, 6(3), 1248–1257. file:///C:/Users/User-PC/Downloads/20181-42045-1-PB.pdf
Yunita, M. (2018). PENGARUH PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN KONSUMEN KOPICIE JALAN GATOT SUBROTO KOTA MEDAN. 6(1), 13–21.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2006). Service Marketing - Integrating Customer Focus Across the Firm. Singapore: McGraw-Hill.
Published
2020-12-10
How to Cite
Lorenssa, B., 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