ANALISIS KEPUASAN KONSUMEN TERHADAP KOPI OPA ROASTERY DELANGGU DI KABUPATEN KLATEN

Abstract

This study aims to determine the level of consumer satisfaction with Kopi Opa Roastery Delanggu and provide recommendations for appropriate strategies to increase customer satisfaction. The basic method used is descriptive. The research location was deliberately chosen, namely Kedai Kopi Opa Roastery Delanggu. Sampling using a non-probability sampling method with the type of accidental sampling totaling 100 respondents with the criteria of having visited and bought the product directly at least once. Analysis of the data used is the Customer Satisfaction Index and Importance Performance Analysis using Microsoft Excel 2010 software. The results show that the level of customer satisfaction based on the Customer Satisfaction Index is 56.58%, which means that overall consumers are quite satisfied with the performance of Kopi Opa Roastery Delanggu. The recommended strategy is to increase promotions on social media, increase the speed of employees in responding to consumer complaints and problems, provide payment by debit card, expand parking spaces, and improve the cleanliness of the place.
Kata Kunci : Customer Satisfaction Index, Importance Performance Analysis, Consumer Satisfaction, Kopi Opa Roastery Delanggu