Customer Satisfaction Analysis Of Product And Service Quality At Poison Coffee Supratman And Terompong Denpasar

Abstract

Poison Coffee is one of the coffee shops in Denpasar City. Coffee shop business competition in Denpasar  is getting tougher. During the Poison Coffee pandemic, sales decreased by ±35%, so an analysis of  consumer satisfaction with product and service quality is needed. The purpose of this study was to  determine the attributes of the quality of products and services that can increase customer satisfaction  and to analyze the level of customer satisfaction using the Kano method. This research was conducted  at Poison Coffee Supratman and Terompong. The sampling technique used for sampling is purposive  sampling. The method used is the Kano method. The results of the study indicate that it is necessary to  improve the quality of the attributes that are in the one-dimensional category. The results of the analysis  state that the attributes that can increase consumer satisfaction at Poison Coffee Supratman are  consistent food taste (-0.69), service and fast serving (-0.73). Then at Poison Coffee Terompong, the  food taste is consistent (-0.70) and the parking space is adequate (-0.73).