Nilai, Kepuasan, dan Loyalitas Pelanggan pada Coffee Shop Lokal

Abstract

This study aims to analyze how customer value, customer satisfaction, and customer loyalty are built sustainably in a local coffee shop, Suko Kopi, located in Padang City. This research uses a qualitative descriptive approach with a case study method. Data were collected through direct observation, documentation, and literature review related to marketing management and consumer behavior. The results indicate that Suko Kopi creates customer value through the use of high-quality local coffee beans, affordable pricing, friendly service, and a comfortable store atmosphere. Product and service quality significantly influence customer satisfaction, which encourages repeat purchases and positive word of mouth. Furthermore, customer loyalty contributes to increasing customer lifetime value, which supports the long-term sustainability of the business. The effective use of customer databases also helps Suko Kopi provide more personalized services and improve customer experience. These findings suggest that local coffee shops can achieve sustainable competitive advantage by consistently managing customer value, satisfaction, and loyalty.