Analisis Tingkat Kepuasan Konsumen terhadap Pelayanan di Kedai Kopi (Kasus Premium Coffee di Desa Kemili, Kecamatan Bebesen, Kabupaten Aceh Tengah)

Abstract

Analysis of the Level of Consumer Satisfaction with Services at a Coffee Shop (A Case Study of Premium Coffee, Kemili Village, Bebesen District, Central Aceh Regency). Supervised by Mrs. LINDAWATI “This study aims to analyze the level of customer satisfaction with the service at Premium Coffee in Kemili Village, Bebesen District, Central Aceh Regency. The methods used in this study are the Customer Satisfaction Index (CSI) to measure overall satisfaction and the Importance Performance Analysis (IPA) to identify service attributes that are priorities for improvement. The research sample consisted of 68 individuals selected using accidental sampling techniques. The analysis results indicate that consumer satisfaction is in the “satisfied” category with a CSI value of 60.00. Attributes in Quadrant I (Top Priority) indicate aspects that are considered important by consumers but have not been adequately fulfilled. This is particularly true in terms of service speed and employee responsiveness to consumer complaints and needs. This shows that Premium Coffee needs to immediately improve service quality, especially in terms of reliability and responsiveness, in order to meet consumer expectations and increase overall satisfaction.