Eksplorasi Pengalaman Pelanggan dan Kualitas Pelayanan di Uragawa Coffee
DOI:
https://doi.org/10.30640/jmcbus.v3i1.3547Keywords:
Customers, Quality, Service, CoffeeAbstract
This study explores customer experience and service quality at Uragawa Coffee through a mixed-method approach with digital content analysis. The research aims to identify customer experience dimensions, analyze service gaps, and develop a contextual service quality conceptual model. Utilizing content analysis on 247 digital reviews from various platforms, the study reveals the complexity of customer interactions in contemporary coffee service ecosystems. Findings demonstrate that customer experiences transcend transactional aspects, involving symbolic constructions encompassing product quality, staff responsiveness, and space atmosphere. Millennial and Z generations demand personal, sustainable, and meaningful experiences. Uragawa Coffee successfully creates differentiation through menu innovation, flexible interior design, and empathetic interactions. The research offers managerial implications for developing responsive and adaptive service strategies.
References
Bae, J., & Jeon, H. (2022). Exploring the relationships among brand experience, perceived product quality, hedonic value, utilitarian value, and brand loyalty in unmanned coffee shops during the COVID-19 pandemic.
Effendy, F. H., & Hidayat, I. (2019). Effect of service quality, price and store atmosphere on customer satisfaction (Study on Cangkir Coffee Shop in Surabaya). Jurnal, 3, 123–148.
Gap, A., Service, P., Dengan, Q., Network, A., Pada, P., Jw, H., & Surabaya, M. (2022). Analisis gap pada service quality dengan menggunakan analytical network process pada Hotel JW Marriott Surabaya. Jurnal, 10, 737–746.
Ge, Y., Yuan, Q., Wang, Y., & Park, K. (2021). The structural relationship among perceived service quality, perceived value, and customer satisfaction: Focused on Starbucks Reserve Coffee Shops in Shanghai, China.
Handayani, A., & Sarwono, A. E. (2023). Pengembangan keunggulan kompetitif sebagai strategi peningkatan kinerja organisasi berkelanjutan. Jurnal, 16(2), 137–146.
Ho, S., & Hsu, Y. (2022). Paving the way for digital transformation: Investigate customer experiences of using mobile apps. Journal of Information Systems, 14(1), 18–39. https://doi.org/10.17705/1pais.14103
Ihtiyar, A. (2019). Experiential marketing, social judgements, and customer shopping experience in emerging markets. https://doi.org/10.1108/APJML-02-2018-0081
Indarsih, F. (2022). Munaqasyah: Potret pendidikan Islam dalam perspektif teori sosial interaksionisme simbolik. Jurnal Sekolah Tinggi Islam Blambangan (STIB) Banyuwangi, 4(1), 80–97.
Kim, Y. J., & Park, J. S. (2021). Experiential value, satisfaction, brand love, and brand loyalty toward robot barista coffee shop: The moderating effect of generation.
Kusumawati, A., & Rahayu, K. S. (2020). The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty. Jurnal, 39, 219–232. https://doi.org/10.3233/HSM-190564
Olifia, S., Rajagukguk, S., Ananda, A., Satya, U., & Indonesia, N. (2022). Makna kedai kopi sebagai ruang publik di kalangan remaja. Jurnal, XXVII(3), 251–266.
Pratama, R., Wibowo, S. W., & Surakarta, U. M. (2023). Reevaluasi asumsi klasik dalam meningkatkan pengalaman pelanggan: Sebuah analisis mendalam pada teori pelayanan pelanggan. Jurnal, 2(12), 1–16.
Trimarjono, A. (2019). Kualitas layanan dan kepuasan pelanggan: Studi eksplorasi atas atribut kualitas layanan pada Fakultas Ekonomi Universitas Wijaya Kusuma Surabaya. Jurnal, 8(2), 139–153.
Worang, G. N., et al. (2024). Faktor-faktor store environment pembentuk store image dan pengaruhnya terhadap keputusan pembelian kopi pada gerai kopi Revamp di Kota Tomohon. Jurnal, 12(1), 710–720.
Yudi, U. (2023). Pengaruh customer relationship management, pengalaman pelanggan, dan kepercayaan merek terhadap loyalitas pelanggan di Starbucks Kelapa Gading. Jurnal, 18(1), 1–14.
Yunita, R., Shihab, M. S., Jonas, D., & Haryani, H. (2022). Analysis of the effect of servicescape and service quality on customer satisfaction at Post Shop Coffee Toffee in Bogor City. Jurnal, 4(1).
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Journal of Management and Creative Business
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
