scholarly journals KEPUASAN KONSUMEN TERHADAP ATRIBUT KUALITAS MINUMAN KOPI DI JAVA PREANGER COFFEE HOUSE BANDUNG

2016 ◽  
Vol 1 (1) ◽  
Author(s):  
Rayi Rahmanisa ◽  
Agriani H. Sadeli
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Descriptive Analysis ◽  
Quality Attributes ◽  
Raw Material ◽  
Quality Attribute ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
And Performance ◽  
The Impact

ABSTRAKPenelitian ini bertujuan untuk mendeskripsikan karakteristik konsumen minuman kopi, kesesuaiantingkat kinerja dengan kepentingan atribut kualitas dan tingkat kepuasan konsumen mengenai atributkualitas produk minuman kopi di Java Preanger Coffee House, Bandung. Penelitian didesain secarakuantitatif dengan analisis Importance Performance Analysis dan Customer Satisfaction Index. Hasilpenelitian terhadap 62 orang responden menunjukkan bahwa (1) konsumen didominasi laki-laki,berpendidikan sarjana, berusia 25-30 tahun, pekerjaan wiraswasta, tinggal di kota Bandung danberpendapatan di atas Rp5.000.000 per bulan; (2) Berdasarkan hasil perhitungan IPA, atribut yangmemiliki kepentingan tinggi dan kinerja yang memuaskan meliputi atribut rasa, kualitas, bahan baku,kenyamanan tempat serta pelayanan. Atribut yang memiliki tingkat kepentingan yang tinggi namunkinerjanya perlu ditingkatkan adalah atribut harga, aroma dan cara penyajian. Atribut yang memilikikinerja yang biasa saja serta tingkat kepentingannya rendah adalah atribut manfaat, tampilan fisik,ukuran volume dan informasi menu. Sementara, atribut yang konsumen anggap kurang pentingpengaruhnya namun kinerjanya berlebihan adalah atribut variasi rasa. (3) Hasil perhitungan indekskepuasan konsumen menunjukan bahwa konsumen merasa puas atas kinerja atribut kualitas produksecara keseluruhan. Perusahaan harus meningkatkan kualitas produknya sehingga sesuai dengan hargayang ditawarkan, memberikan pelatihan kepada pramusaji, menggunakan teknik pengolahan kopiyang lebih baik. Sedangkan untuk penelitian selanjutnya sebaiknya diteliti kegiatan pemasaranpromosi dan distribusi terhadap kepuasan konsumenKata kunci: kepuasan konsumen, atribut kualitas, Customer Satisfaction Index, Importance, Performance Analysis, kopi.ABSTRACTThe aim of this research is to analyze consumers’ characteristic, the level of conformity betweenimportance and performance level of coffee’s quality attributes and the overall satisfaction level ofconsumers towards quality attributes of coffee in Java Preanger Coffee House. Design of this researchis quantitative with 62 respondents. This research used descriptive analysis, Importance PerformanceAnalysis and Customer Satisfaction Index. Results showed 1) the major consumers in Java PreangerCoffee House are men which age around 25-30 year old that have job in private sector. They live inBandung, have allowance per month more than Rp5.000.000 and have bachelor degree; (2) Based onImportance Performance Analysis, attributes that have high importance and performance are taste,raw material quality, convenience place, and service atrribute. Attributes that the performance shouldbe increased are price, flavor, and serving method. Attributes that have average performance and lowimportance are benefit, physical appereance, coffee volume, and information menu. Attribute that haslow importance but has too much performance is variance of flavor; 3) The Customer SatisfactionIndex calculation showed that Java Preanger Coffee House consumers are overall satisfied withperformance of the coffee drinks quality attribute. Companies should improve the quality of theirproducts to match the price offered, providing training to waiters and using better coffee processingtechniques. Further research should be investigated the impact of distribution and promotionmarketing activities on customer satisfaction.Keywords: customer satisfaction, quality attribute, Customer Satisfaction Index, ImportancePerformance Analysis , coffee.

scholarly journals SIKAP DAN KEPUASAN KONSUMEN TERHADAP PAKET MENU LELE TERBANG, KAITANNYA DENGAN BAURAN PEMASARAN DI RUMAH MAKAN SAMBAL LALAP BANDAR LAMPUNG

2018 ◽  
Vol 6 (1) ◽  
pp. 72
Author(s):  
Wayan Nila Sulfiana ◽  
Ktut Murniati ◽  
Yaktiworo Indriani
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Marketing Strategy ◽  
Key Words ◽  
Descriptive Analysis ◽  
Marketing Mix ◽  
Satisfaction Index ◽  
The Third ◽  
Customer Satisfaction Index ◽  
Strategy Marketing

This study aims to determine the consumers’ characteristics of attitude and satisfaction; in adition to its correlation with marketing mix of lele terbang package in Sambal Lalap Restaurant Bandar Lampung.  Research location was determined purposively.  The number of interviewed sample was 59 respondents that were chosen by convennion sampling.  The first and fourth objectives were solved by descriptive analysis.  The first and fourth purposes were analyzed descriptively, the second purpose was analyzed by using Fishbein’s multiattribute, and the third purpose was analyzed by using Customer Satisfaction Index (CSI) and Importance performance  Analysis (IPA).  The result showed  that consumers were dominated by 19 to 24 years old women, and was bachelor students who had income last than < Rp1,500,000.00 per month and frequency of purchase the package was 1 to 3 times per week.  The score of consummer attitude had been positive, some attributes with the highest score were taste, price, halal, cleanness, and the comfortable of the place.  In overall, the score of CSI was feeling satisfied in consuming the menu packages of lele terbang.  Based on the analysis of IPA, the attribute at the Kuadran I (main priority) was hygiene attribute.  Moreover, the attribute in Kuadran II (hold the prestation) were taste, price, halal, cleanness, and the comfortable of the place.  Attribute in Kuadran II (low priority) were aroma, size, benefit, location, and facility.  While, attribute in Kuadran IV (excessive) were the attribute of menu and parking area.  The marketing of menu package lele terbang at Sambal Lalap Restaurant had implemented marketing strategy (marketing mix).Key words: Attitude, CSI, IPA, marketing, package menu of lele terbang

scholarly journals KEPUASAN KONSUMEN RUMAH TANGGA TERHADAP BERAS PADI ASAL LAMPUNG SELATAN (BERAS “PALAS”) DI KABUPATEN LAMPUNG SELATAN

2020 ◽  
Vol 8 (2) ◽  
pp. 248
Author(s):  
Dela Fitriana ◽  
Teguh Endaryanto ◽  
Rabiatul Adawiyah
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Descriptive Analysis ◽  
Survey Method ◽  
Consumption Pattern ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Analysis Methods ◽  
Level Of Satisfaction

This research aimed to find out consumption pattern and level of satisfaction of household consumers on “Palas” rice. The research was done in South Lampung with a survey method. The data was collected in Mei 2018. The technique used for sampling was nonprobability sampling with 40 respondents. The analysis methods used were descriptive analysis, Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The research showed that the household consumers of “Palas” rice consumed 9.12 kg per month. They consume “Palas” rice because the quality of “Palas” rice is quite good such as the color, the cleanliness, and the price. The CSI value obtained is 73,60 percent which is in satisfying category. According to the results of IPA attributes that should be top priorities are taste and texture of rice.Key words: Consumption, Customer Satisfaction, “Palas” rice

scholarly journals KEPUASAN NELAYAN TERHADAP PELAYANAN PELABUHAN PERIKANAN NUSANTARA (PPN) KEJAWANAN CIREBON (Fishermen Satisfaction Service in Kejawanan Cirebon Fishing Port)

2016 ◽  
Vol 7 (1) ◽  
pp. 33
Author(s):  
Auliya Al Bayyinah ◽  
Iin Solihin ◽  
Sugeng H. Wisudo
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Physical Condition ◽  
West Java ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Level Of Satisfaction ◽  
Provision Of Services ◽  
And Performance

<p>ABSTRACT<br /><br />One of the services with an important role in the fisheries is the availability of services in the fishing port. Provision of services will affect to the level of satisfaction fishermen. Satisfaction fishermen are something important in supporting performance and the development of a fishing port. This study aims to determine what service attributes that already meet the satisfaction of the fishermen, knowing service attributes that need to be prioritized according to the repair or improvement of fishermen, and assess the level of satisfaction with the services of Kejawanan Fishing port’s fishermen overall. The study was conducted at the Fishery Port Nusantara (PPN) Kejawanan in Cirebon, West Java. The study was conducted in August and October 2015 for 14 days. Collecting data using interviews with 17 respondents. Analysis of data using Importance and Performance Analysis (IPA) and Customer satisfaction Index (CSI) using 15 attributes assessment. The results showed that there are eight service attributes were considered to have met the fishermen satisfactory that the physical condition of the facility; the availability of the number of officers; their service procedures are clear; officers provide services as promised; speed of officers in handling services; alacrity officers in serving the fishermen; friendliness, attention and attitude of officers; and delivery of information. There are two attributes of service that still needs to be improved, namely the handling of complaints of fishermen; and the officer knows, understanding the needs and desires of fishermen. Overall fishermen have felt very satisfied with the services provided by the port.<br /><br />Keywords: fishermen satisfaction, Kejawanan fishing port, service</p><p>-------<br /><br />ABSTRAK<br /><br />Salah satu bentuk pelayanan yang mempunyai peranan penting dalam dunia perikanan yaitu tersedianya pelayanan jasa di pelabuhan perikanan. Pemberian pelayanan akan berpengaruh terhadap tingkat kepuasan nelayan. Kepuasan nelayan penting dalam menunjang kinerja dan pengembangan suatu pelabuhan. Penelitian ini bertujuan untuk mengetahui atribut pelayanan apa saja yang sudah memenuhi kepuasan nelayan, mengetahui atribut pelayanan yang perlu mendapatkan prioritas perbaikan atau peningkatan menurut nelayan PPN Kejawanan, dan menilai tingkat kepuasan nelayan terhadap pelayanan PPN Kejawanan secara keseluruhan. Penelitian dilakukan di Pelabuhan Perikanan Nusantara (PPN) Kejawanan di Cirebon Jawa Barat. Penelitian dilakukan pada bulan Agustus dan Oktober 2015 selama 14 hari. Pengumpulan data menggunakan metode wawancara kepada 17 responden. Analisis data menggunakan Importance and Performance Analysis (IPA) dan Customer Statisfaction Index (CSI) menggunakan 15 atribut penilaian. Hasil penelitian menunjukan bahwa terdapat 8 atribut pelayanan yang dianggap telah memenuhi kepuasan nelayan yaitu kondisi fisik fasilitas; ketersediaan jumlah petugas; adanya prosedur pelayanan yang jelas; petugas memberikan pelayanan sesuai yang dijanjikan; kecepatan petugas dalam menangani pelayanan; kesigapan petugas dalam melayani nelayan; keramahan, perhatian dan sikap petugas; dan penyampaian informasi. Terdapat 2 atribut pelayanan yang masih perlu di tingkatkan yaitu penanganan keluhan nelayan; dan petugas mengetahui, mamahami kebutuhan dan keinginan nelayan. Secara keseluruhan nelayan sudah merasa sangat puas terhadap pelayanan yang diberikan oleh pihak pelabuhan.<br /><br />Kata kunci: tingkat kepuasan nelayan, PPN Kejawanan, pelayanan</p>

scholarly journals PELAYANAN PELABUHAN PERIKANAN NUSANTARA (PPN) TERHADAP KEBUTUHAN OPERASI PENANGKAPAN IKAN

2020 ◽  
Vol 2 (1) ◽  
pp. 41
Author(s):  
Diniah Diniah ◽  
Mochammad Prihatna Sobari ◽  
Dede Seftian
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Study Data ◽  
Satisfaction Level ◽  
Purposive Sampling ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Interest Level ◽  
And Performance

Penelitian yang bertujuan melihat kinerja pelayanan dan mengukur tingkat kepuasan nelayan telah dilakukan di PPN Karangantu kota Serang tahun 2011. Metode penelitian menggunakan studi kasus. Metoda pengambilan data dilakukan secara purposive sampling. Metode analisis data menggunakan analisis tingkat kepentingan dan pelaksanaan dengan menggunakan importance and performance analysis (IPA) dan CSI (customer satisfaction index). Hasil penelitian menunjukkan bahwa berdasarkan IPA diperoleh indeks kepentingan berkisar antara 4,03 – 4,30, sedangkan indeks kinerja berkisar antara 2,08 – 3,72 Tingkat kepuasan nelayan terhadap pelayanan PPN Karangantu berkisar antara 0,41 – 0,74. Pelayanan terhadap nelayan yang masih dirasakan kurang baik adalah pelayanan kebutuhan solar dengan nilai 0,41 dan pelayanan kebutuhan es dengan nilai 0,44. Title: Archipelago Fishing Port (AFP) Service Toward Operational Fishing NeedResearch purposed to observe service performance and to measure satisfaction level of fishermen have been conducted at Archiplego Fishing Port of Karangantu, Serang, in 2011. Method of the study is case study. Data is taken by purposive sampling. Data analysis method employs analysis of interest level and application by using important and performance analysis (IPA) and CSI (Customer Satisfaction Index). Based on IPA, the study shows that interest index range between 4.03 – 4.30, while performance index range between 2.08 – 3.72. Fishers satisfaction level toward AFP Karangantu range between 0.41 – 0.74. Unfavourable service to fishers is solar oil need service valued 0.41 and ice need service valued 0.44.

scholarly journals Analisis Kepuasan dan Loyalitas Konsumen Midori Japanaese Restaurant Cabang K.H. Wahid Hasyim Jakarta Pusat

1970 ◽  
Vol 1 (1) ◽  
pp. 54-65
Author(s):  
Tintin Sarianti ◽  
Rr. Prita E Putriana
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Marketing Strategies ◽  
Consumer Loyalty ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
The Times

Citizen consumption for the times towards food is more increase. This matter will be influenced by the increasing need of citizen on nutrition and nutrient. This phenomenon is followed by the existence of many restaurants as business caterers. Jakarta is one of the cities in Indonesia with a variety of diversity, including in terms of food. There are various kinds of foods sold in restaurants in Jakarta, both from within and outside the country. One of them is a unique Japanese food. Currently, there are more and more Japanese food restaurants in Jakarta. One of the restaurants that still survive until this day is Midori Japanese Restaurant. In maintaining its business, Midori Japanese Restaurant needed to explore its consumer characteristics, consumer satisfaction, and consumer loyalty. The restaurant can implement marketing strategies to maintain its business. This research was commenced from March to May 2010 and conducted at Midori Japanese Restaurant branch K.H. Wahid Hasyim Central Jakarta. This research used descriptive analysis for consumer characteristics, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA) to know the attributes improvements, and loyalty pyramid to determine the level of consumer loyalty. This research also provided recommendations that can be done as marketing strategy.Keywords: Japanese food, consumer characteristics, consumer satisfaction, consumer loyalty, descriptive analysis, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), loyalty pyramid.

scholarly journals KEPUASAN PEMANGKU KEPENTINGAN DARI PERAN LEMBAGA MASYARAKAT PELESTARI PADI PANDANWANGI CIANJUR

2019 ◽  
Vol 9 (2) ◽  
pp. 105
Author(s):  
Endah Lisarini ◽  
Ayi Khobul Nuryana
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
And Performance ◽  
Quota Sampling

Eksistensi seorang petani di Indonesia akan lebih kuat apabila bergabung dalam suatu kelompok atau organisasi pertanian. Kegiatan kelembagaan pertanian di Indonesia banyak diarahkan kepada pengembangan tanaman pangan khususnya padi, tidak terkecuali di Cianjur Jawa Barat. Masyarakat Pelestari Padi Pandanwangi Cianjur (MP3C) merupakan suatu lembaga pertanian yang berperan aktif mengembangkan dan melestarikan padi Pandanwangi sebagai varietas Indikasi Geografis. Eksistensi MP3C akan dilihat dari kepuasan para pemangku kepentingan terhadap perannya. Penelitian ini dilakukan dengan tujuan mengkaji : 1). Bagaimana keberadaan dan peran MP3C; 2). Seberapa besar kepuasan pemangku kepentingan terhadap peran dan kinerja MP3C. Terkumpul sejumlah 35 tanggapan dari responden yang terdiri dari petani Pandanwangi, pedagang dan konsumen beras Pandanwangi, pemerintah dan akademisi. Penentuan responden sebagai sampel dilakukan dengan teknik quota sampling. Terdapat 5 dimensi untuk mengukur kepuasan terhadap kinerja dan kepentingan lembaga MP3C. Dimensi tersebut meliputi tangible, reliability, responsiveness, assurance dan emphaty. Untuk menjawab tujuan penelitian pertama dilakukan analisis deskriptif kualitatif terhadap informasi dan tanggapan responden. Tujuan penelitian ke dua dijawab dengan metode analisis Customer Satisfaction Index (CSI) dan Importance and Performance Analysis (IPA). Hasil penelitian menunjukkan : 1) Keberadaan lembaga MP3C sangat penting bagi para pemangku kepentingan. MP3C berperan dalam mengontrol, mengawal, mengawasi dan membina petani padi Pandanwangi yang menjadi anggotanya; 2) Peran MP3C dianggap sangat penting oleh pemangku kepentingan dalam hal pembinaan dan penyuluhan, sedangkan kinerja MP3C dianggap memberikan rasa puas dengan nilai CSI sebesar 69.93%. Keadaan demikian diharapkan dapat menjadi pertimbangan untuk perbaikan berkelanjutan dan keberlangsungan lembaga MP3C dalam upaya mengembangkan dan melestarikan padi Pandanwangi.

scholarly journals The Behavior of Consumer Satisfaction in The Process of Purchasing Decisions in the Umkm Culinary Bogor North Bogor City

2019 ◽  
Vol 6 (4) ◽  
pp. 199
Author(s):  
Lina Aryani ◽  
Desmintari Desmintari
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Primary Data ◽  
Purchasing Decisions ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Population Member ◽  
Data Source

The purpose of this study was to identify and determine the consumers’ behavior and satisfaction in purchasing decisions at North Bogor UMKM. Populations of this study are consumers who have shopped UMKM culinary products in North Bogor. The research method used was Non Probability sampling method, where not all the population member have the same opportunity to be a sample (prospective respondents), but respondents who are making purchases at UMKM in North Bogor District. The data source used is primary data obtained by using a questionnaire with a sample of 70 respondents who visited culinary UMKM in North Bogor. Data analysis in this study used three approaches: descriptive analysis, IPA (Importance Performance Analysis) analysis, and CSI analysis (Customer Satisfaction Index). The conclusions from the Importance Performance Analysis (IPA) test was the attributes that need to be considered and become the main priority for improvement are quadrant I (food hygiene, affordable price, and “harga sesuai dengan kualitas”). The results of the CSI method (Customer Satisfaction Index) show the level of customer satisfaction at 81.86%. This value is in the range of 80-100%, thus overall consumers feel very satisfied with the purchasing decisions at North Bogor UMKM. The output of this study is publications in accredited national journals/proceeding.

scholarly journals ANALISIS KEPUASAN PELANGGAN TERHADAP PELAYANAN JASA SURAT KILAT KHUSUS (SKH) PADA PT. POS INDONESIA (PERSERO) BATAM

2018 ◽  
Author(s):  
M. Ansyar Bora ◽  
larisang ◽  
Rudesty Armeliya
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
And Performance

Salah satu tantangan terbesar PT. Pos Indonesia (Persero) Batam adalah menciptakan dan mempertahankan kepuasan pelanggan, oleh karena itu perusahaan harus memperhatikan kepuasan pelanggan agar dapat menarik dan mempertahankan pelanggan. Menurut Tjiptono (2000:146), kepuasan atau ketidakpuasan pelanggan adalah respon pelanggan terhadap evaluasi ketidaksesuaian atau diskonfirmasi yang dirasakan antara harapan sebelumnya (atau norma kinerja lainnya) dan kinerja aktual produk yang dirasakan setelah pemakaiannya. Dari data-data yang diperoleh pada PT. Pos Indonesia (Persero) Batam di bulan September sampai bulan Desember tahun 2014, jumlah keluhan pelanggan Surat Kilat Khusus (SKH) mengalami peningkatan. Berdasarkan permasalahan tersebut perlu dilakukan pengukuran kepuasan untuk mengetahui tingkat kepuasan pelanggan terhadap pelayanan yang diberikan serta mengetahui faktorfaktor penyebab ketidakpuasan pelanggan. Metode yang digunakan dalam penelitian ini adalah metode Importance and Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Berdasarkan hasil pengukuran yang telah dilakukan diketahui bahwa tingkat kepuasan pelanggan sebesar 0,67 (67,20%) dimana nilai tersebut berada pada tingkat kepuasan pelanggan interval 0,66 - 0,80 (kategori puas) dan Atribut yang tingkat pelaksanaannya masih belum memuaskan pelanggan yaitu petugas memberikan perhatian penuh kepada pelanggan.

scholarly journals TINGKAT KEPUASAN KONSUMEN TERHADAP RESTORAN HAPPY COW STEAK BOGOR JAWA BARAT

2017 ◽  
Vol 5 (2) ◽  
pp. 139-158
Author(s):  
Ayumi Fitriani Gunawan ◽  
Wahyu Budi Priatna
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Information Search ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Purchase Behavior ◽  
Alternative Evaluation ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Post Purchase

Happy Cow Steak is a restaurant in Bogor which offers western menu with steak as its main product. The aim of this research was to find out the characteristic of Happy Cow Steak’s consumers, buying decision process, and consumer satisfaction. There were 90 respondents participating in this reserach. The methods used in this study were descriptive analysis, Importance Performance Analysis (IPA), and Customer Satisfaction Index (CSI). The research showed that the majority of consumers who visited Happy Cow Steak Restaurant were women, 21-30 years old, income between Rp 500.000 to Rp 1.499.999 per month, bachelors and senior high school, graduate students, not married, and lived in Bogor. There were five stages which the happy cow steak consumers had in their buying decision making process, i.e. need recognition, information search, alternative evaluation, purchase decision, and post-purchase behavior. Importance Performance Analysis (IPA) showed that the steak cutlery availability, restaurant cleanness, and restaurant comfort were the priority to be improved to meet customer satisfaction. Based on Customer Satisfaction Index (CSI) test, consumer satisfaction level of Happy Cow Steak Restaurant was 71, 94 percent implying that the customers were satisfied.

scholarly journals ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN PELAYANAN MANGSI GRILL AND COFFEE DENPASAR

2019 ◽  
Vol 7 (3) ◽  
pp. 336
Author(s):  
Dian Mandasari ◽  
Sri Mulyani ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Interior Design ◽  
Quality Attributes ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Potential Gain ◽  
And Performance ◽  
Customer Values

The Aims of this research were to : (1) find out which of the product and service attributes that considered important by the customer to achieve customer satisfaction on product and service quality in Mangsi Grill And Coffee, (2) Calculate customer satisfaction level on product and service quality in Mangsi Grill And Coffee (3) To determine attributes that need to get priority from Mangsi Grill And Coffee according to the importance and performance level in giving satisfaction to customer in Mangsi Grill And Coffee. This research applied Customer Satisfaction Index (CSI) and Potential Gain In Customer Values (PGCV). The Result of the research showed that all of the service quality attributes considered important by the customer and so does for the 18 of 20 product quality attributes. The level of customer satisfaction based on CSI for service quality is 85% and on product quality is 82%, which shows that consumers are very satisfied with products and services at Mangsi Grill and Coffee. Service quality attributes that need to gain attention are employee appearance with indeks of PGCV 3.739; interior design with indeks of PGCV 3.735; internet availability (wifi) with indeks of PGCV 3.657; and equipments with indeks of PGCV 3.614, while product quality attributes that need to gain priority are food presentation with indeks of PGCV 3.759; the beverage presentation with indeks of PGCV 3.569; discount with indeks of PGCV 3.458 and social media application with indeks of PGCV 3.327. Keywords : coffee, product quality, service quality, customer satisfaction, Customer Satisfaction Index (CSI), Potential Gain In Customer Values (PGCV)

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