Service quality caffe bene bandung

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Service Quality Caffe Bene Bandung

Transcript of Service quality caffe bene bandung

Page 1: Service quality caffe bene bandung

Service Quality Caffe Bene Bandung

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Minna Rissanen1914003Nindya Harum Solicha 19011033Tejo Sandi Saputra 19011134Doni Laksono 19011156

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Caffe Bene Bandung

Caffe Bene serves drinks like coffee, tea, and juices, and cakes, waffles and

gelato. In addition, they offer special healthy drinks called misugaru.

Most of the customers at Caffe Bene are young people, in age between 15-30

years old. There are a lot of students from universities and high schools. Some

people are doing school assignments or working together at the coffee shop.

Caffe Bene is Korean but already the brand’s Italian name leads your

imagination to Europe. In Italian “bene” means good. Caffe Bene is a mix of

European and Asian coffee culture and that makes it interesting.

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Menu of Caffe Bene BandungBingsu Waffles

Honeybread Gelato

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Frappeno

Cocktail

Coffee

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Physical Evidence of Caffe Bene BandungExterior

Signage OutsideParking Area

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Interior

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Packaging

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Integrated Marketing Communications

Banner Mascot Social Media

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Tissue Bill Uniform

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Research Objective

To find a customer satisfaction level of service given by new

caffé—café Bene—in Dago area; this satisfaction will be

measured by analyzing the customer gap which lies between

customer’s expectation and perception and also service

delivery gap.

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Research Questions

1. How far is the gao between the Caffe Bene and the

customers in Caffe Bene?

2. How well does the company understand customer perception

of services in Caffe Bene?

3. How is the recovery done by Caffe Bene?

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Mystery Shopping

Methodology

Future Customer Expectation Service Quality Survey

Qualitative Methode. We

look at the surrounding,

atmosphere, ambiance,

and service given of the

Caffé Bene without

getting noticed by

officers.

Qualitative Methode. By

doing a brief interview which

is open questions to

consumers who've already

come and buy at Caffe Bene

Dago.

Quantitative Methode. It

contains external factors,

internal factors and service

delivery factors of Caffe

Bene in our respondents

expectation and perception

using likert scale.

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Research Findings

Mystery ShoppingWe already had an observation to Caffé Bene on Tuesday, April 1, 2014. The objective of

our observation was to know the service delivery given by Caffé Bene. We went there

at 5pm to 8pm (±3 hours).

Results:

• In parking area, the security offer Minna who drive the motorcycle to save her

helmet

• In open gate, we heard “Anyeonghaseyo” from the employee, from this language we

can notice that Caffe Bene is Korean Caffe not Italian Caffe like its name

• There are some miniature of food and beverages near cashier so it will make it

easy for customer to choose the menu

• The employee is less hard to recommend the hot menu to us when we asked them

• The employee trying to speak in English toward Minna who is Finn although

Minna trying to speak Indonesia to them

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Research FindingsMystery Shopping• the ordered food/beverages will be given to us in our table but we didn’t given any

order number so it depends on memory of the employee and honesty of customer

• Fast response from employee to take a more tissue in our table

• They are explain where the location of toilet and musholla kindly and also show

us the password of WiFi in the bill when we asked them

• We heard some Korean song and western song alternately

• There is some fake korean book and several original korean magazine

• the toilet is very clean and available complete equipment there, including

speaker

• In the musholla, there is turn on stavolt, and that is very dangerous for the

customer. there is musholla and provided mukenah here, i think is the plus aspect

for Caffe Bene which is just caffe

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Research Findings

Future Customer Expectations

No Name Age Times visit

1 Muhammad 21 22 Eky 21 13 Tatik 21 14 Nandha 19 35 Naomi 20 36 Rizki 21 37 Fuad 21 1

There are 7 respondent that we interview about service quality about future customer expectations in Caffe Bene Dago Bandung

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After conducting a brief interview to the 7 costumers of

Caffe Bene, the following is the result:

o 7 of 7 customers, they stated that the service delivery

provided by Caffe Bene Dag has been good.

o 6 of 7 customers hoped that in future the price can be

more affordable by students.

o 2 of 7 consumer expects Caffe Bene Dago can expand

the existing mosque, because the current is very

narrow, coupled with the power source inside that could

endanger the user.

o 7 of 7 consumer expects expanded parking area, to

anticipate the number of vehicle users coming to Caffe

Bene Dago.

o 3 of 7 Caffe Bene expects consumers to create

branches in other Bandung, so it is not just

concentrated in Dago.

o 1 of 7 consumer expects Caffe Bene has two floors.

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Research FindingsThus, it can be concluded that in general, the

service delivery provided by Caffe Bene Dago

is fairly good. Considering from the above

opinions are mostly a suggestion for

improvement Caffe Bene Dago. They assume

that the prices offered by the Caffe Bene

Dago is overpriced with the products and

services provided. Musholla, adding floor

and adding branch is not the essential

thing for the customer of Caffe Bene

Dago.

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Research FindingsService Quality Survey

35%

65%

Gender

Male Female

100%

Age

16-25 26-35 36-45>45

95%

5%

Income

1-3 millions3-5 millions>5 miliions

From 60 respondents

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Research FindingsService Quality Survey

10%

85%

5%

How often do you go to Caffe Bene

in a month?

once 2-3 times

3-5 times >5 times

90%

10%

I will comeback to Caffe Bene again

next time

Yes No

95%

5%

I will recommend Caffe Bene to

others

Yes No

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Research FindingsExpectation Perception GAP Comment

External Factors

Strategic Location 4.5 4.4 0.1 safe

Attractive Exterior 4.25 4.15 0.1 safe

Park Easily 4.2 3.8 0.4 safe

Internal Factors

Attractive Interior 4.4 4.35 0.05 safe

Clean, Neat, Appropriate Uniform of servants

4.6 4.45 0.15 safe

Easily to see the menu 4.45 3.7 0.75 critical

Menu is visually attractive 4.55 3.5 1.05 critical

Tables and chairs are comfortable and clean

4.6 4.3 0.3 safe

Clean toilette 4.6 4.15 0.45 safePrices are expensive 3.65 4.45 0.8 critical

Prices are not reasonable (overpricing)

3.5 4.15 0.65 critical

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Research Findings

Service Delivery Factors

Order comes on time 4.35 4 0.35 safe

High respond from servants if they are called by customers

4.55 3.65 0.9 critical

Greet to customers when they are coming in and going out

4.45 3.6 0.85 critical

Fast respond if there is any service mistaken

4.7 3.65 1.05 critical

Bill is match with what is ordered 4.9 4.75 0.15 safe

Bonus given whenever mistakes occur

4.35 3 1.35 critical

waiter can answers the question completely

4.6 3.7 0.9 critical

waiter understand well about the menu

4.7 4.15 0.55 critical

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Research Findings

Service Delivery Factors

waiter can recommend the hot menu while they are asked

4.75 4.1 0.65 critical

waiter provide information about serving method of some menu

3.85 3.2 0.65 critical

*safe (<0.5)

*critical (>0.5)

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Research FindingsBased on our findings after spread the questionnaires, we know that:

External Factors

•there is no critical gap in external factors in Caffe Bene

Internal Factors

•menu is in critical gap because of difficulties to see menu and visually less

attractive

•price is in critical gap because of expensive for just dessert and drink and

overpricing

Service Delivery Factors

There are some critical gap in service delivery factors when

• the employee greet the customer

• the employee’s response if there is a service failure

• existing of service recovery after service failure

• the employee’s response and recommendation about the menu

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Conclusion

From our research, we can conclude that Caffe Bene, as the new cafe in Dago area

already has a good service delivery quality in external factors (location, parking

area and exterior) but in several aspect of internal factors like menu and price

still have to improve because there is no proper information in board menu in

cashier and overpricing for the food and beverages with the quantity itself. Then,

for service delivery factor in Caffe Bene, there is a communication gap between

the employee and customer. So, Caffe Bene’s customer gap is not really good

especially in service delivery factors but it is not bad though.

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Recommendation

As we look at the general environment in Caffe Bene, we do not have any

recommendation to make big changes of their service because they already make it right.

In the other hand, some things aspect is needed to improve such as:

• Makes the attractive menu to attrack customer

• Reasonable price for food and beverages

• Employee’s training about communication and product: to improve employee’s

product knowledge and respond toward customer

• Service recovery: such as bonus gelato or cheap drink