Analysis Of Consumer Satisfaction With Product And Service Quality At Warung Kopi Pekarangan Omah Jimbaran, Bali

Abstract

The purpose of this research were to analyze the level of consumer interest in product and service quality, analyze the level of product and service quality performance, and analyze the level of consumer satisfaction with product and service quality at Warung Kopi Pekarangan Omah. The methods used in this research are IPA (Importance Performance Analysis) and Customer Satisfaction Index (CSI) methods. The respondents of this study were 79 consumers who had visited at least twice at Warung Kopi Pekarangan Omah, and the age of the respondents was between 17-33 years old. The result show that it was concluded that the product quality attributes that became the main priority agenda to improve performance were the attributes that were in Quadrant A, namely attributes 1) attractive presentation/platting 2) drink menu variations 3) drink taste and 4) the consistency of drinks for each serving, while the service quality attributes that are the main priority agenda to improve their performance are the attributes of 1) comfort, cleanliness, and neatness of the place 2) cleanliness and tidiness of employees and 3) accuracy in service and presentation. The customer satisfaction index (CSI) obtained for product quality is 89.57% and the Customer satisfaction index (CSI) obtained for service quality is 89.31%. These results indicate that consumers of Warung Kopi Pekarangan Omah are satisfied.