CSI (Customer Satisfaction Index) and IPA (Importance Performance Analysis) of Mandheling Coffee in Medan

Abstract

The emergence of various coffee shops makes customers have many choices of coffee shops especially Mandheling Coffee, because many coffee shop competitors will become prospect and opportunity for producer by following trend and lifestyle. This research aims to analyse customer satisfaction and analyse the attributes corrected by Mandheling Coffee. The sampling method used is accidental sampling and the analysis methods used are Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The results showed that Customer satisfaction measurement is 73.15%, it means that customers are satisfied. Attributes that need to be maintained are attributes of taste, aroma, variety of menu, price comparison with quality, advertising media, facilities, presentation speed, transaction speed and attributes that must be corrected, are attributes of brand, decorations, and barista explanations.