ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS LAYANAN KOPI KENANGAN
DOI:
https://doi.org/10.64788/ar-rasyid.v1i5.57Keywords:
Customer Satisfaction; Fast Beverage; Kopi Kenangan; Promotion Perception; Repurchase Intention.Abstract
The development of the fast-food beverage industry in Indonesia has shown very rapid growth with a significant increase over time. This growth is supported by the increasing demand from the public for practical, ready-to-drink beverages that are easy to consume and offered at affordable prices. Indonesia is also known as a country with a rapidly growing logistics, food, and beverage sector, as evidenced by the increasing number of businesses in these industries. One of the most popular local coffee shops in Indonesia is Kopi Kenangan. This brand has become one of the fastest-growing local coffee brands, successfully expanding its reach nationwide, and focusing on the food and beverage sector by offering a variety of coffee products.This study employs a qualitative approach using interviews as the main data collection technique. The purpose of this research is to analyze the influence of positional advantage, promotion perception, and customer satisfaction on repurchase intention. The research population consists of Kopi Kenangan consumers in Medan City, with a sample of five respondents. The sampling criteria were determined based on consumers who have purchased Kopi Kenangan products at least twice. The results of the study indicate that purchase decisions are influenced by several complex factors, including consumer behavior, pricing, and the quality of service provided.
Downloads
References
Aditya Ahmad Maulana & Hadita Hadita. (2024). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Di Toko Kopi Tuku Bekasi Utara. Journal of Management and Creative Business, 2(1), 108–118. https://doi.org/10.30640/jmcbus.v2i1.2071
Ar – Rasyid, Muh. H., Satiawan, A. A., Alfiansyah, A., & Hamid, R. S. (2023). Analisis Dampak Aktivitas Pemasaran Pada Media Sosial dan Persepsi Harga Terhadap Keputusan Pembelian dan Kepuasan Konsumen. Jesya, 6(2), 1873–1887. https://doi.org/10.36778/jesya.v6i2.1189
Budiarno, B., Udayana, I. B. N., & Lukitaningsih, A. (2022). PENGARUH KUALITAS LAYANAN, KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN. Equilibrium: Jurnal Penelitian Pendidikan Dan Ekonomi, 19(02), 226–233. https://doi.org/10.25134/equi.v19i02.4531
Dalilah, N., & Prawoto, P. (2023). Pengaruh Kualitas Produk, Promosi dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kopi Kenangan. MAMEN: Jurnal Manajemen, 2(2), 186–197. https://doi.org/10.55123/mamen.v2i2.1774
Evrianti, H., Wanti, S., Asriadi, A., & Wulandari, P. (2025). INFLUENCER MARKETING AND PURCHASE INTENTION: THE MEDIATING ROLE OF TRUST. Indonesian Journal of Business and Entrepreneurship, 11(3), 545–555. http://dx.doi.org/10.17358/IJBE.11.3.545
Fransiska, C., & Bernarto, I. (2021). Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dan Keberlanjutan Penggunaan pada Pengguna Aplikasi Kesehatan. 11(2).
Indah Wulan Sari & Lia Amalia. (2023). Pengaruh Kualitas Pelayanan Dan Citra Merek Terhadap Kepuasan Konsumen Dan Loyalitas Konsumen Kopi Kenangan. Jurnal Ekonomi, Bisnis Dan Manajemen, 2(3), 248–266. https://doi.org/10.58192/ebismen.v2i3.1286
Khoirunnisa, D., & Riva’i, A. R. (2023). Digital Marketing, Persepsi Harga, dan Citra Merek terhadap Kepuasan Konsumen. Journal of Management and Bussines (JOMB), 5(1), 202–215. https://doi.org/10.31539/jomb.v5i1.5316
Mawaddah, Wulandari, P., Panjaitan, A., & Dwianita. (2025). THE EFFECTIVENESS OF MARKETING COMMUNICATION IN DIGITAL BUSINESS: A CASE STUDY OF MARKETING ON TIKTOK LIVE. Jurnal Ilmu Komunikasi, 14(1), 91–102. http://dx.doi.org/10.35967/jkms.v14i1.7651
Mayako, P. A., & Wulandari, P. (2025). Higher Education Institution Marketing: Factors Influencing Students’ Decision To Choose Politeknik Negeri Medan (POLMED). IKRAITH-EKONOMIKA, 8(1), 643–649. https://doi.org/10.37817/IKRAITH-EKONOMIKA
Mohamad, A., Setiyanto, A., Raharjo, B. W., & Heikal, J. (2024). Analisis Faktor yang Mempengaruhi Kepuasan Pembeli di Kopi Kenangan Menggunakan Metode Regresi Logistik Biner. Jurnal Syntax Admiration, 5(8), 2964–2972. https://doi.org/10.46799/jsa.v5i8.1376
Muhammad Raffi Ardisyahputra & Chatarina Yunita Tarigan. (2025). Pengaruh Persepsi Harga, Kualitas Pelayanan, dan Kualitas Produk terhadap Keputusan Pembelian di Kopi Kenangan. MANABIS: Jurnal Manajemen Dan Bisnis, 4(2), 104–116. https://doi.org/10.54259/manabis.v4i2.4374
Pasaribu, I. M., Wulandari, P., Widia, J., & Gusty, R. (2025). OPTIMALISASI PEMASARAN PRODUK UMKM PIDIIPO CAKE & BAKERY MELALUI SOSMED COMMERCE. Diseminasi: Jurnal Pengabdian kepada Masyarakat, 7(2), 243–250. https://doi.org/10.33830/diseminasiabdimas.v7i2.12502
Purba, A. R. H. K., Syahlina, M., & Wulandari, P. (2025). The Influence of Integrated Marketing Communication Strategies on Enhancing the Adoption of GoPaylater Services. Jurnal Ilmu Komunikasi Dan Informasi (IKOMIK), 5(1), 16–27. https://doi.org/10.33830/ikomik.v5i1.12109
Ryndian Gusty, Poppy Wulandari, Ira Nur Dewita Siregar, Dyah Seruni Rizqiana, & Dita Kartika Sari Hasibuan. (2025a). Interactive Marketing Communication through Live Commerce: A Pathway to Consumer Loyalty. International Journal of Economics and Management Research, 4(1), 604–615. https://doi.org/10.55606/ijemr.v4i1.454
Ryndian Gusty, Poppy Wulandari, Ira Nur Dewita Siregar, Dyah Seruni Rizqiana, & Dita Kartika Sari Hasibuan. (2025b). Interactive Marketing Communication through Live Commerce: A Pathway to Consumer Loyalty. International Journal of Economics and Management Research, 4(1), 604–615. https://doi.org/10.55606/ijemr.v4i1.454
Sartika, D., & Mulyadi, D. (n.d.). Pengaruh Kualitas Pelayanan Café Terhadap Kepuasan Pelanggan pada Usaha Kopi Kenangan Kondangjaya Karawang.
Wulandari, P., Azra, S., Buana, S. A., Masayu, A. C. P., & Panjaitan, E. C. B. (2025). Exploration The Influence of Tiktok Live Streaming on Increasing Consumer Purchase Interest. JURNAL BECOSS, 7(3), 297–307. https://doi.org/10.21512/becossjournal.v7i3.13678
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Dina Sintya Situngkir, Maretha Mariana Sembiring, Claudya Putri Br Sembiring, Yogen Agietha Tarigan (Author)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
