Comparative Analysis of Customers Perceived Quality, Customer Experience and Service Quality at "Lain Hati" and "Temu Kopi" Coffee Shops in Pangkalpinang

Comparison between the two Coffee Shops Lain Hati and Temu Kopi Pangkalpinang

Abstract

Business in the food and beverage industry, especially cafes and restaurants with various interesting concepts, is one sector whose business industry development condition is currently experiencing a significant increase. One of the forms is a coffee shop. A coffee shop is a venue associated with nicely set tables and chairs, comfy sofas, selling a variety of drinks and snacks as support, supported by music and a welcoming ambiance to make customer perceived quality, customer experience, and service quality at Coffee Shops Lain Hati and Temu Kopi Pangkalpinang. The population used in this study were customers of Coffee Shop Lain Hati and Temu Kopi Pangkalpinang. The sample was based on an accidental sampling technique which involved 100 respondents. The analysis method applied was a quantitative method with a comparative descriptive approach. The analysis technique employed was an independent sample t-test. The results showed that there were no differences in customer perceived quality, customer experience, and service quality at Coffee Shops Lain Hati and Temu Kopi Pangkalpinang.