ANALISIS KEPUASAN KONSUMEN PADA KUALITAS PRODUK MINUMAN “ES KOPI SUSU TERJANGKAU”DI CAFÉ SEMAMPIRE HOUSE CILANDAK

ISNADIYAH, . (2025) ANALISIS KEPUASAN KONSUMEN PADA KUALITAS PRODUK MINUMAN “ES KOPI SUSU TERJANGKAU”DI CAFÉ SEMAMPIRE HOUSE CILANDAK. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menganalisis tingkat kepuasan konsumen terhadap kualitas produk minuman es kopi susu terjangkau di Café Semampire House Cilandak. Metode penelitian menggunakan pendekatan deskriptif kuantitatif dengan pengumpulan data melalui kuesioner. Responden diminta memberikan penilaian terhadap indikator warna, cita rasa (rasa manis/sweetness, asam/acidity, pahit, gurih dan aroma), serta tekstur /body (kekentalan, keenceran, dan kehalusan). Pada penelitian ini teknik yang digunakan yaitu pengukuran pemusatan dari data yang didapat lalu dihitung Mean atau rata-ratanya. Hasil penelitian menunjukkan bahwa secara umum tingkat kepuasan konsumen berada pada kategori kuat berdasarkan CSI (Customer Satisfaction Index). Indikator warna, terutama warna sebelum dan sesudah diaduk, sebesar (81,10%) dari mayoritas responden yang merasa puas, meskipun terdapat ketidakpuasan yang disebabkan oleh ketidakkonsistenan warna dalam penyajian minuman. Pada indikator cita rasa yang mencakup rasa manis/sweetness, asam/acidity, pahit, gurih dan aroma, mayoritas responden (79,86%) merasa puas, sebagian yang belum puas dikarenakan adanya campuran (mix blend) espresso kopi arabika dan robusta menciptakan rasa baru yang belum sepenuhnya sesuai dengan preferensi semua konsumen. Penilaian terhadap tekstur minuman juga menunjukkan tingkat kepuasan yang tinggi (79,60%) responden marasa puas, meskipun ada sebagian konsumen merasa belum puas dikarenakan penggunaan es batu berukuran kecil menjadi faktor penyebab minuman cepat encer (watery). Pada semua aspek kualitas minuman es kopi susu terjangkau didapatkan nilai persentase secara keseluruhan sebesar 74,66% yang mana masuk pada kategori kuat, sehingga secara keseluruhan kualitas produk es kopi susu terjangkau dinilai telah memuaskan dan sesuai dengan harapan konsumen. Adapun warna minuman es kopi susu terjangkau setelah diaduk merupakan aspek yang paling tinggi dalam memuaskan konsumen di Café Semampire House Cilandak ****** This study aims to analyze consumer satisfaction levels regarding the quality of the affordable iced milk coffee product at Café Semampire House Cilandak. The research employed a quantitative descriptive approach, with data collected through a structured questionnaire. Respondents were asked to assess several indicators, including color, flavor attributes (sweetness, acidity, bitterness, savoriness, and aroma), as well as texture/body (thickness, thinness, and smoothness). The analytical technique used was central tendency measurement, specifically the calculation of the mean.The results show that, overall, consumer satisfaction falls into the "strong" category based on the Customer Satisfaction Index (CSI). In terms of color, particularly the appearance before and after stirring, (81.10%) of respondents expressed satisfaction, although some dissatisfaction was noted due to inconsistency in the beverage’s presentation. For flavor attributes, (79.86%) of respondents were satisfied. However, a few reported dissatisfaction due to the mix blend of Arabica and Robusta espresso, which created a new taste that did not entirely match all consumer preferences. Regarding texture, (79.60%) of respondents reported satisfaction, although some were dissatisfied due to the use of small-sized ice cubes, which caused the drink to become watery more quickly. In conclusion, the combined percentage score for all aspects of the affordable iced milk coffee’s quality was 74.66%, indicating a strong category. Therefore, the product quality meets consumer expectations and provides a satisfying experience for patrons of Café Semampire House Cilandak.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Ari Fadiati, M.Si ; 2). Dr Guspri Devi Artanti, M.Si
Subjects:	Bahasa dan Kesusastraan > Bahasa Indonesia Tata Rias > Tata Boga
Divisions:	FT > S1 Pendidikan Tata Boga
Depositing User:	Isnadiyah .
Date Deposited:	12 Aug 2025 02:18
Last Modified:	12 Aug 2025 02:18
URI:	http://repository.unj.ac.id/id/eprint/59784

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