research-article

Customer Satisfaction Assessment Coffee Roaster Restaurant using SERVQUAL: Utilization of Customer Relationship Management (CRM) Application

Authors:

Muharman Lubis,

Arif Ridho Lubis,

Sevira Hendari Pratiwi,

Danti Puji YuherisnaAuthors Info & Claims

DSDE '21: Proceedings of the 2021 4th International Conference on Data Storage and Data Engineering

Pages 85 - 92

https://doi.org/10.1145/3456146.3456160

Published: 08 July 2021 Publication History

Abstract

Several cities have been recognized to be tourism destination due to the popularity in the culinary, which provides diverse choice in every corner such as food stalls, cafes, food festival restaurant and much more. The market potential is very huge, which the competition run in the tight way in term of provides variability, exclusivity, durability and other offered to increase customer satisfaction. The strategy emphasizes the importance of customer service to generate responsible customer experience leading to the increase customer retention. Thus, this study wants to explore the customer satisfaction to verify the influence of customer expectation, loyalty program, shared stories and service marketing through the questionnaire survey. The assessment will generate the important factors that can influence the degree of satisfaction in the culinary industry through the utilization of customer relationship management (CRM) as the front desk application.

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Cited By

Rancati GNguyen TFowler DMauri MSchultz C(2023)Customer experience in coffee stores: A multidisciplinary Neuromarketing approachJournal of Consumer Behaviour10.1002/cb.218423:1(243-259)Online publication date: 7-Jun-2023
https://doi.org/10.1002/cb.2184
Tran ALe ABui L.A. PLe VVu L(2022)Food festival research review in contemporary tourismInternational Journal of Tourism Cities10.1108/IJTC-01-2022-00099:2(325-347)Online publication date: 5-Aug-2022
https://doi.org/10.1108/IJTC-01-2022-0009

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DSDE '21: Proceedings of the 2021 4th International Conference on Data Storage and Data Engineering

February 2021

165 pages

ISBN:9781450389303

DOI:10.1145/3456146

Copyright © 2021 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Publication History

Published: 08 July 2021

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DSDE '21

DSDE '21: 2021 4th International Conference on Data Storage and Data Engineering

February 18 - 20, 2021

Barcelona, Spain

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Cited By

Rancati GNguyen TFowler DMauri MSchultz C(2023)Customer experience in coffee stores: A multidisciplinary Neuromarketing approachJournal of Consumer Behaviour10.1002/cb.218423:1(243-259)Online publication date: 7-Jun-2023
https://doi.org/10.1002/cb.2184
Tran ALe ABui L.A. PLe VVu L(2022)Food festival research review in contemporary tourismInternational Journal of Tourism Cities10.1108/IJTC-01-2022-00099:2(325-347)Online publication date: 5-Aug-2022
https://doi.org/10.1108/IJTC-01-2022-0009

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