Email this article Dinamika Kepuasan Pelanggan di Up Coffee & Dessert di Kota Medan: Tinjauan Pustaka Tentang Kualitas Layanan dan Pengalaman Konsumen
(1) Universitas Medan Area
(2) Universitas Medan Area
Abstract
This study investigates the dynamics of customer satisfaction at Up Coffee & Dessert in Medan City through a literature review focusing on service quality and consumer experience. The rapid growth of coffee shops in Medan has intensified market competition, compelling business owners to gain a more comprehensive understanding of customer needs and expectations. This study employed a literature review approach by examining 27 scholarly articles published between 2019 and 2026. Data were collected through the processes of identification, selection, classification, and synthesis of previous studies related to customer satisfaction in the coffee shop industry. The findings reveal that service quality, product quality, price perception, store atmosphere, location, customer experience, customer value, brand image, and taste are the key determinants of customer satisfaction. Among these factors, service quality and product quality emerged as the most influential variables affecting customers' perceptions and evaluations of coffee shops. Furthermore, a comfortable environment, appropriate pricing strategies, and positive customer experiences were found to contribute significantly to customer satisfaction and loyalty. This study provides practical insights for Up Coffee & Dessert in analyzing the effect of customer experience on customer satisfaction, developing effective marketing strategies, enhancing service quality, and strengthening its competitive position amid the continuous growth of the coffee industry in Medan City. In addition, the findings contribute to the broader body of knowledge concerning consumer behavior and customer satisfaction within the food and beverage industry.
Keywords
Full Text:
PDFReferences
Alvianna, S., Hidayatullah, I. H. S., Lasarudin, A., & Estikowati, E. (2021). Pengaruh harga dan kualitas pelayanan terhadap kepuasan pelanggan Panderman Coffee Shop di masa pandemi Covid-19. Jurnal Kepariwisataan, 18(2), 380–392. ISSN: 2503-0736. https://doi.org/10.34149/jmbr.v18i2.286.
Anggita, N., & Karamang, E. (2026). Pengaruh kualitas layanan, atmosfer kafe, dan pengalaman pelanggan terhadap kepuasan pelanggan di Son of Sun Caffe Eatery. Jurnal Feasible, 7(2), 106–116. -ISSN: 2655-9811.
Ardhianto, K., Christian, B. M., Aprilia, A., Andreani, F., & Kunto, Y. S. (2025). Antara suasana, layanan, rasa, dan harga: Menelusuri kepuasan pelanggan grab-and-go coffee shop di Surabaya. Jurnal Manajemen dan Kewirausahaan, 19(2), 122–133. ISSN 19075-235X. https://jurnalpemasaran.petra.ac.id/.
Aziz, A., Agustinar, A., Yahya, M., & Azizah, N. (2025). Kepuasan pelanggan, kualitas produk, dan nilai yang dirasakan: Mengukur loyalitas konsumen di warung kopi Kota Langsa. Jurnal Ekonomi dan Manajemen, 5(1), 1–12. ISSN 2797-7064. https://doi.org/10.32505/jim.v5i2.7184
Basri, H., & Subarjo, N. R. (2024). Pengaruh citra merek, nilai pelanggan, dan kualitas produk terhadap kepuasan pelanggan (Studi pada pelanggan coffee shop di Foresthree Coffee Transyogi). Jurnal Ilmu Ekonomi Manajemen dan Akuntansi MH Thamrin, 5(1). ISSN 2716-3911. https://doi.org/10.37012/ileka.v5i1.2172
Bella, B., Eva Dolorosa, Dewi K., (2020).Kepuasan dan loyalitas pelanggan Aming Coffe: Experiential Marketing Vol. 22, No. 2, Des 2020, Hlm. 335-346 P-ISSN: 1410 ± 9875
Daulay, S. H. P. P., Denny, A., & Simanjuntak, W. O. R. (2024). Analisis kepuasan pelanggan terhadap kualitas pelayanan front office pada Samosir Villa Resort Kabupaten Samosir Provinsi Sumatera Utara. Jurnal Pariwisata, 12(1).
Dewi, B. B. E. D. K. (2020). Kepuasan dan loyalitas pelanggan Aming Coffee: Experiential marketing. Jurnal Manajemen dan Kewirausahaan, 22(2), 335–346. ISSN: 1410 ± 9875. http://jurnaltsm.id/index.php/JBA
Dwijayanti, T. F., Iskandar, R., & Tesmanto, J. (2025). Pengaruh kualitas layanan dan harga terhadap kepuasan pelanggan di Coffee Shop Uptoyou. BIMA: Journal of Business and Innovation Management, 8(1). https://doi.org/10.33752/bima.v8i1.7787.
Fadillah, F., Lestari, I., Khairunnisak, K., & Suryani, W. (2025). Pengaruh store atmosphere, store location, dan cita rasa terhadap kepuasan pelanggan pada Café Shop Kopi Kudu Medan. YUME: Journal of Management, 8(1), 1439–1449. 2614-851X.
Gultom, I., & Samosir, A. (2021). Pengaruh kualitas pelayanan terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel intervening pada Evony Coffee Shop Siantar. Jurnal Ekonomi USI, 3(1). ISSN: 2302-5964. https://doi.org/10.36985/6hc70b85.
Hamdani, R., Sudianto, S., & Mulyadi, M. (2026). Pengaruh kualitas layanan, atmosfer kafe, dan pengalaman pelanggan terhadap kepuasan pelanggan di Son of Sun Caffe Eatery. EKOMA: Jurnal Ekonomi, Manajemen, dan Akuntansi, 5(4).
Handoko, J. L. (2023). Pengaruh suasana toko, kualitas pelayanan, dan persepsi harga terhadap kepuasan pelanggan pada Berunding Coffee Yogyakarta. Jurnal Manajemen Bisnis, 8(3). https://doi.org/10.37715/jp.v8i3.2985.
Hilwa, H., Latief, F., & Nurhaeda, N. (2022). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada Kedai Kopi Tungku Herbag Makassar. Jurnal Manajemen dan Bisnis, 3(3). ISSN: 2723-4983. https://doi.org/10.37476/nmar.v3i4.3451.
Indrawati, L., & Amalia, D. D. (2020). Dampak sense, feel, think, act, relate, dan brand image terhadap kepuasan pelanggan kafe di Surabaya. Jurnal Manajemen dan Kewirausahaan, 4(1), 23–36.ISSN:2580-4928. https://doi.org/10.24123/jbt.v4i1.2497.
Insani, S. F., Wijayanti, A. W., & Cahyaningrum, B. N. (2020). Pendampingan pelaksanaan survei kepuasan pelanggan pada Coffee Shop Cekopi di Mendungan, Kartasura. Jurnal Pengabdian kepada Masyarakat, 23(2), 94–104.
Kencanawati, M. S., Anggraini, R., Tesniwati, R., & Putranto, M. R. (2023). Pengaruh persepsi harga, kualitas pelayanan, fasilitas, dan kualitas produk terhadap kepuasan pelanggan. Jurnal Ekonomi dan Manajemen, 4(1), 12–18.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
Nadia, N., & Lubis, N. W. (2024). Pengaruh daya tanggap dan lokasi terhadap kepuasan pelanggan di Coffee Shop Dazed. Jurnal Manajemen dan Bisnis, 5(2).
Nainggolan, J. M., Saragih, A. M., Simanungkalit, E., Jumjuma, J., & Nursiah, N. (2024). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada Coffee Shop Cold N Brew Medan. Jurnal Ekonomi dan Bisnis, 2(4), 344–352. ISSN: 2985-6264
Noni, A.P., Hayanudin S., Zufri., (2021). Pengaruh Cita Rasa, Kualitas Pelayanan, Etika Pelayanan Dan Lokasi Usaha Terhadap Kepuasan Pelanggan Pada UMKM Warung Kopi Gelas Batu Kota Pinang. Vol. 1, No. 3 Juli 2021 Page 132-143 E-ISSN : 2774-4221
Putra, J. P., & Sitinjak, T. J. R. (2022). Pengaruh kualitas produk dan harga terhadap kepuasan pelanggan Kopi Starbucks di Summarecon Mall Kelapa Gading 3. Jurnal Ekonomi dan Bisnis, 4(8).
Putri, N. A., Safri, H., & Zufri, Z. (2021). Pengaruh cita rasa, kualitas pelayanan, etika pelayanan, dan lokasi usaha terhadap kepuasan pelanggan pada UMKM Warung Kopi Gelas Batu Kota Pinang. Jurnal Ekonomi dan Manajemen, 1(3), 132–143.
Raditya, D., Al Hapis, F., Salsabila, S., & Zainarti, Z. (2026). Analisis strategi harga dan kualitas pelayanan terhadap kepuasan pelanggan pada bisnis kopi kekinian. Jurnal Ilmiah Ekonomi dan Manajemen, 4(2), 31–37. ISSN :3025-7972. DOI : https://doi.org/10.61722/jiem.v4i2.8510.
Septyarani, T. A., & Nurhadi, N. (2023). Pengaruh kualitas pelayanan dan kepuasan pelanggan terhadap loyalitas pelanggan. Jurnal Manajemen Bisnis, 7(2).ISSN 2550-0805. DOI: 10.31294/widyacipta.v7i2.15877
Setyarini, L., Widodo, J., & Herlindawati, D. (2023). Faktor kepuasan pelanggan coffee shop di Kopixel Jember. Jurnal Pendidikan Ekonomi, 17(2). ISSN 2721-9313. DOI: 10.29407/jae.v9i1.21976.
Silvia, R., & Arifiansyah, R. (2023). Pengaruh kualitas produk, persepsi harga, dan kualitas pelayanan terhadap kepuasan pelanggan di Cillo Coffee. Value: Jurnal Ilmiah Akuntansi, Keuangan, dan Bisnis, 3(2). https://doi.org/10.46306/vls.v3i2
Tulungen, V., Katiandagho, T. M., & Loho, A. E. (2019). Tingkat kepuasan konsumen What's Up Cafe Manado. Agri-SosioEkonomi, 15(3), 433–442. 1907– 4298. ISSN: 1907– 4298. https://www.academia.edu/download/109747588/25726.pdf.
DOI: https://doi.org/10.34007/jehss.v9i2.3217
Refbacks
- There are currently no refbacks.
Copyright (c) 2026 Journal of Education, Humaniora and Social Sciences (JEHSS)
This work is licensed under a Creative Commons Attribution 4.0 International License.
Journal of Education, Humaniora and Social Sciences (JEHSS)
This work is licensed under a Creative Commons Attribution 4.0 International Public License