ABSTRAK Kopi merupakan salah satu jenis tanaman perkebunan yang sudah lama dibudidayakan dan memiliki nilai ekonomis yang tinggi. Tujuan penilitian ini adalah untuk mengetahui karakterisitik, atribut dan kepuasan konsumen warung Shelter Kopi. Metode yang digunakan dalam penentuan responden menggunakan Accidental Sampling dengan jumlah responden sebanyak 30 konsumen. Alat analisis yang digunakan adalah analisis deskriptif, Costumer Satisfaction Index (CSI), dan Importance Performance Analysis (IPA). Hasil penelitian menunjukkan bahwa analisis karakteristik responden warung Shelter Kopi yang paling banyak berkunjung yaitu responden yang berdomisili di luar kabupaten Bangkalan, berjenis kelamin laki-laki, usia rata-rata 19-24 tahun, memiliki pendidikan terakhir sarjana, status pernikahan belum menikah, jenis pekerjaan yang paling banyak adalah pelajar, pendapatan rata-rata perbulan yaitu Rp. 1.000.001 – Rp. 2.500.000. Pengukuran mengenai kepuasan konsumen terhadap atribut warung Shelter Kopi sebesar 74,58 persen melalui analisis Costumer Satisfaction Index (CSI), berarti konsumen puas terhadap pelayanan yang telah diberikan oleh warung Shelter Kopi. Atribut yang perlu dipertahankan berdasarkan Importance Performance Analysis (IPA) yaitu atribut pada kuadran II (kehigienisan minuman dan perlengkapannya, harga dibanding kualitas, harga produk warung Shelter Kopi dibanding dengan harga di warung kopi lain, kesigapan pramusaji, kecepatan penyajian, kecepatan transaksi, dan dekorasi warung kopi). Atribut yang harus diperbaiki yaitu atribut pada kuadran I (aroma, kenyamanan tempat minum, dan kebersihan tempat minum). Kata Kunci: Karakteristik Konsumen, Costumer Satisfaction Index (CSI), Importance Performance Analysis (IPA), Warung Kopi


Deskripsi Lain

ABSTRACT Coffee is one type of plantation that has long been cultivated and has high economic value. The purpose of this study was to determine the characteristics, attributes and customer satisfaction of Coffee Shelter stalls. The method used in determining respondents uses Accidental Sampling with the number of respondents as many as 30 consumers. The analytical tools used are descriptive analysis, Customer Satisfaction Index (CSI), and Importance Performance Analysis (IPA). The results of the study showed that the most characteristic characteristics of the coffee shelter stalls were respondents who were domiciled outside Bangkalan district, male sex, average age 19-24 years, had the last graduate education, unmarried marital status, type of work the most are students, the average income per month is Rp. 1,000,001 - Rp. 2,500,000. The measurement of consumer satisfaction with the attributes of the Coffee Shelter stall is 74.58 percent through analysis of the Customer Satisfaction Index (CSI), meaning consumers are satisfied with the service provided by the Coffee Shelter stalls. Attributes that need to be maintained based on Importance Performance Analysis (IPA) are attributes in quadrant II (hygiene of drinks and equipment, price compared to quality, price of Coffee Shelter warung products compared to prices in other coffee shops, alertness of waiters, speed of presentation, transaction speed, and decoration coffee shop). Attributes that must be improved are attributes in quadrant I (aroma, comfort of drinking place, and cleanliness of drinking water) Keywords: Consumer Characteristics, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), Coffee Shop

• ATRIBUT DAN KEPUASAN KONSUMEN WARUNG SHELTER KOPI