Effect Of Service Quality And Product Quality On Customer Satisfaction (Case Study On Kopikuh Brewing Cafe Medan)

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Effect of Service Quality and Product Quality on Customer Satisfaction (Case Study on Kopikuh Brewing Cafe Medan)

Introduction

In today's competitive market, customer satisfaction has become a crucial factor for businesses to succeed. One of the key drivers of customer satisfaction is the quality of services and products offered by a company. This study aims to investigate the effect of service quality and product quality on customer satisfaction at Kopikuh Brewing Cafe Medan, a popular cafe in Medan. Through an associative approach, this study uses primary and secondary qualitative data from 100 respondents selected from 1,161 loyal customers of Kopikuh. Data analysis is carried out by descriptive methods and multiple linear regression.

Understanding Service Quality Factors

The quality of services at Kopikuh Brewing Cafe Medan is measured based on several aspects, including:

Reliability

The ability of Kopikuh to provide services as promised, on time, and without errors is a critical factor in determining customer satisfaction. Reliability is the foundation of trust between customers and businesses. When customers feel that they can rely on a business to deliver its promises, they are more likely to be satisfied with the services provided.

Responsiveness

The alacrity and willingness of the Kopikuh Team in helping and overcoming customer problems is another essential aspect of service quality. Responsiveness is critical in building customer loyalty. When customers feel that their problems are being addressed promptly and effectively, they are more likely to return to the business and recommend it to others.

Assurance

The ability of the Kopikuh Team to provide confidence and confidence to customers through their knowledge, expertise, and abilities is a key factor in determining customer satisfaction. Assurance is critical in building trust between customers and businesses. When customers feel that they are in good hands, they are more likely to be satisfied with the services provided.

Empathy

The ability of Kopikuh to understand and care for customer needs and give personal attention is a critical aspect of service quality. Empathy is critical in building customer loyalty. When customers feel that their needs are being understood and addressed, they are more likely to return to the business and recommend it to others.

Physical Form (Tangibles)

The physical appearance of cafes, decorations, cleanliness, and facilities provided are all critical aspects of service quality. Physical form is critical in creating a positive first impression. When customers are impressed by the physical appearance of a business, they are more likely to be satisfied with the services provided.

Assessing Product Quality

The quality of the products offered by Kopikuh is evaluated based on several main aspects:

Functionality

The ability of the product to meet the needs and expectations of customers, as well as its performance as promised, is a critical factor in determining product quality. Functionality is critical in meeting customer expectations. When customers feel that a product meets their needs and expectations, they are more likely to be satisfied with the product.

Performance

The quality of the taste and aroma of coffee, as well as the uniqueness and features of the menu offered, is a critical aspect of product quality. Performance is critical in creating a positive experience. When customers are impressed by the performance of a product, they are more likely to be satisfied with the product.

Durability

The raw material quality and manufacturing process that produces durable products and can be enjoyed for a long time is a critical factor in determining product quality. Durability is critical in meeting customer expectations. When customers feel that a product is durable and can be enjoyed for a long time, they are more likely to be satisfied with the product.

Aesthetic

The attractive product appearance, including packaging design and presentation, is a critical aspect of product quality. Aesthetic is critical in creating a positive first impression. When customers are impressed by the aesthetic of a product, they are more likely to be satisfied with the product.

Additional Features

The availability of various menu options, as well as attractive offers and promos for customers, is a critical aspect of product quality. Additional features are critical in creating a positive experience. When customers feel that a product offers additional features, they are more likely to be satisfied with the product.

Strategy to Maintain Customer Satisfaction

Based on the results of the study, Kopikuh Brewing Cafe Medan can implement several strategies to maintain and increase customer satisfaction, namely:

Improving Service Quality

Conducting training and development for teams to improve the ability and knowledge in providing excellent services is a critical strategy in maintaining customer satisfaction. Improving service quality is critical in building customer loyalty. When customers feel that a business is committed to providing excellent services, they are more likely to be satisfied with the business.

Strengthening Communication

Building effective communication with customers, both directly and through social media, is a critical strategy in maintaining customer satisfaction. Strengthening communication is critical in building customer loyalty. When customers feel that a business is committed to communicating with them effectively, they are more likely to be satisfied with the business.

Maintaining Product Consistency

Maintaining the quality of the taste and aroma of coffee, and continues to innovate by presenting new and quality new menus is a critical strategy in maintaining customer satisfaction. Maintaining product consistency is critical in meeting customer expectations. When customers feel that a business is committed to maintaining the quality of its products, they are more likely to be satisfied with the business.

Building Loyalty

Launching a loyalty program to give awards to loyal customers and encourage them to return to visit is a critical strategy in maintaining customer satisfaction. Building loyalty is critical in creating a positive experience. When customers feel that a business is committed to rewarding their loyalty, they are more likely to be satisfied with the business.

Through the application of the right strategy, Kopikuh Brewing Cafe Medan can continue to increase customer satisfaction and maintain position as one of the favorite cafes in Medan.
Frequently Asked Questions (FAQs) on Effect of Service Quality and Product Quality on Customer Satisfaction (Case Study on Kopikuh Brewing Cafe Medan)

Q1: What is the main objective of this study?

A1: The main objective of this study is to investigate the effect of service quality and product quality on customer satisfaction at Kopikuh Brewing Cafe Medan.

Q2: What are the key factors that determine service quality?

A2: The key factors that determine service quality at Kopikuh Brewing Cafe Medan are:

  • Reliability
  • Responsiveness
  • Assurance
  • Empathy
  • Physical form (tangibles)

Q3: What is the importance of reliability in service quality?

A3: Reliability is critical in building trust between customers and businesses. When customers feel that they can rely on a business to deliver its promises, they are more likely to be satisfied with the services provided.

Q4: How does responsiveness impact customer satisfaction?

A4: Responsiveness is critical in building customer loyalty. When customers feel that their problems are being addressed promptly and effectively, they are more likely to return to the business and recommend it to others.

Q5: What is the significance of assurance in service quality?

A5: Assurance is critical in building trust between customers and businesses. When customers feel that they are in good hands, they are more likely to be satisfied with the services provided.

Q6: How does empathy impact customer satisfaction?

A6: Empathy is critical in building customer loyalty. When customers feel that their needs are being understood and addressed, they are more likely to return to the business and recommend it to others.

Q7: What are the key factors that determine product quality?

A7: The key factors that determine product quality at Kopikuh Brewing Cafe Medan are:

  • Functionality
  • Performance
  • Durability
  • Aesthetic
  • Additional features

Q8: What is the importance of functionality in product quality?

A8: Functionality is critical in meeting customer expectations. When customers feel that a product meets their needs and expectations, they are more likely to be satisfied with the product.

Q9: How does performance impact customer satisfaction?

A9: Performance is critical in creating a positive experience. When customers are impressed by the performance of a product, they are more likely to be satisfied with the product.

Q10: What is the significance of durability in product quality?

A10: Durability is critical in meeting customer expectations. When customers feel that a product is durable and can be enjoyed for a long time, they are more likely to be satisfied with the product.

Q11: How can Kopikuh Brewing Cafe Medan maintain customer satisfaction?

A11: Kopikuh Brewing Cafe Medan can maintain customer satisfaction by:

  • Improving service quality
  • Strengthening communication
  • Maintaining product consistency
  • Building loyalty

Q12: What is the importance of building loyalty in customer satisfaction?

A12: Building loyalty is critical in creating a positive experience. When customers feel that a business is committed to rewarding their loyalty, they are more likely to be satisfied with the business.

Q13: How can Kopikuh Brewing Cafe Medan improve its service quality?

A13: Kopikuh Brewing Cafe Medan can improve its service quality by:

  • Conducting training and development for teams
  • Improving communication with customers
  • Enhancing the physical form of the cafe

Q14: What is the significance of social media in customer satisfaction?

A14: Social media is critical in building customer loyalty. When customers feel that a business is committed to communicating with them effectively through social media, they are more likely to be satisfied with the business.

Q15: How can Kopikuh Brewing Cafe Medan maintain its position as a favorite cafe in Medan?

A15: Kopikuh Brewing Cafe Medan can maintain its position as a favorite cafe in Medan by:

  • Continuously improving its service quality
  • Maintaining product consistency
  • Building loyalty among customers

By understanding the key factors that determine service quality and product quality, Kopikuh Brewing Cafe Medan can take steps to improve its customer satisfaction and maintain its position as a favorite cafe in Medan.