The strategy of increasing customer satisfaction of coffee shop in Yogyakarta through GAP Analysis

Riswara, E. P. and Wagiman, Wagiman and Purwadi, D. (2021) The strategy of increasing customer satisfaction of coffee shop in Yogyakarta through GAP Analysis. In: 3rd International Conference on Food Science and Engineering.

[thumbnail of Riswara_2021_IOP_Conf._Ser.__Earth_Environ._Sci._828_012061.pdf] Text
Riswara_2021_IOP_Conf._Ser.__Earth_Environ._Sci._828_012061.pdf
Restricted to Registered users only

Download (634kB) | Request a copy

Abstract

Yogyakarta as a city of tourism and education mostly has young people as potential coffee customers. Furthermore, service needs, which lead to customer satisfaction are determined through the diversity of young people and coffee shops. Meanwhile, customer satisfaction is analytically based on five dimensions of service quality, which are important for improving and innovating strategies to increase satisfaction. Therefore, this study aims to describe the quality of coffee shop services, measure the gap between their perception and expectation, and formulate a business strategy to increase customer satisfaction. To achieve this, the survey approach was adopted, which relies on secondary and primary data from the dissemination of questionnaires to different coffee shops. Furthermore, five-dimensional service quality was elaborated to achieve an improved strategy of customer satisfaction.

Item Type: Conference or Workshop Item (Paper)
Additional Information: LIbrary Dosen
Uncontrolled Keywords: Customer satisfaction, coffee shop, gap analysis, important performance analysis
Subjects: T Technology > TJ Mechanical engineering and machinery > Agricultural machinery. Farm machinery
Divisions: Faculty of Agricultural Technology > Agro-Industrial Technology
Depositing User: Sri JUNANDI
Date Deposited: 07 Oct 2024 03:44
Last Modified: 07 Oct 2024 03:44
URI: https://ir.lib.ugm.ac.id/id/eprint/5142

Actions (login required)

View Item
View Item