FACTORS AFFECTING CUSTOMER SATISFACTION AT KAHYANGAN COFFEE AND EATERY MADIUN
Abstract
The growth of coffee shop businesses in Indonesia, including in Madiun, shows increasingly fierce competition as people's lifestyles evolve in terms of choosing places to socialize and enjoy coffee products. This situation presents both opportunities and obstacles for entrepreneurs to continuously innovate. This research aims to examine the factors influencing customer contentment. at Kahyangan Coffee and Eatery Madiun. This study seeks to investigate the elements that contribute to customer satisfaction at Kahyangan Coffee and Eatery Madiun. A quantitative methodology was applied using accidental sampling, involving 100 respondents aged at least 15 years who had made at least two purchases. Information was gathered employing a survey instrument and subsequently evaluated using the Partial Least Squares (PLS) methodology, facilitated by WarpPLS 7.0 software. The structural model evaluation was based on p-value testing and path coefficient. The research findings indicate that price perception has a positive and significant correlation with customer satisfaction (p-value<0.05; path coefficient=0.234). Similarly, location shows a significant positive effect (p-value<0.001; path coefficient = 0.402), product quality has a significant positive impact (p-value = 0.012; path coefficient = 0.216), and service quality also has a significant positive influence (p-value = 0.002; path coefficient = 0.281). This study offers practical implications for Kahyangan Coffee and Eatery in optimizing its marketing and operational strategies to increase customer satisfaction levels in a competitive coffee shop industry environment.
References
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Fadhli, K., & Pratiwi, N. D. (2021). The Influence of Digital Marketing, Product Quality, and Emotional Factors on Consumer Satisfaction at Poskopi Zio Jombang. Journal of Research Innovation (JIP), 2(2), 603–612.
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Fristy, P. (2021). Strategic Location Selection and Consumer Satisfaction with Service Quality at Dina Doorsmerr Workshop. Ganesha Polytechnic Institution Journal, Medan, 4(1), 365–375.
Hasibuan, R. M., Harahap, F., & Lubis, A. (2021). The Effect ofat Cafe Vanilla Panyabungan. Journal of the South Tapanuli Education Institute (IPTS), 4(3), 175–182.
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Mutaqin, A. Z., Ali, H., Khan, M. A., Sawitri, N. N., & Navanti, D. (2025). The Effect of Product Diversity and Location on Customer Satisfaction Through Product Purchase Decisions at Omah Furniture. Scientific Research Journal (SINERGI), 2(2), 1066–1081.
Muzaki, M. F., Mulyani, I. D., & Khojin, N. (2022). The Effect of Service Quality, Price, and Promotion Through Social Media on Consumer Satisfaction (Case Study at Luang Waktu Coffee). Indonesian Journal of Research and Community Service, 1(1), 44–57.
Nuraini, D. P., & Chodidjah, S. (2024). The Influence of Price Perception, Service Quality, and Location on Customer Satisfaction at Mujinah Grocery Store. Journal of Islamic Studies and Humanities (Al Mikraj), 4(2), 1139–1149.
Nursukma, B. P., & Mahargiono, P. B. (2022). The Influence of Service Quality, Product Quality, and Brand Image (Journal of Management Science and Research, 11(12), 3–15.
Palelu, D. R. G., Tubuan, W. J. F., & Jorie, R. J. (2022). The Influence of Price Perception and Service Quality on Consumer Satisfaction atEmba Journal, 10(1), 68–77.
Parida, Desfaryani, R., Apriyani, M., & Sutarmi. (2024). Level of Consumer Satisfaction with Coffee Shops in Bandar Lampung. Journal of SME (Small and Medium Enterprises) Management, 19(2), 138–148.
Pertiwi, A. B., Ali, H., Dwikotjo, F., & Sumantyo, S. (2022). The Effect of Price Perception and Service Quality on Customer Loyalty Through Customer Satisfaction on Shopee E-Commerce. Multidisciplinary Science Journal (JIM), 1(2), 537–553.
Purwanti, P. A., Aulia, N. R., Candraningtyas, H. A., & Kusmayati, N. K. (2025). The Impact of Product Quality, Promotion, and Customer Satisfaction on Purchasing Decisions at Family Mart Surabaya. Journal of Management and Innovation, 6(2), 30–42.
Putra, R. P. H., Defit, S., & Sumijan. (2022). Journal of Information Systems and Technology Analysis of Queuing Systems in Improving Service Effectiveness Using the Accidental Sampling Method. 4
Ramadhani, W. A., & Prawoto. (2023). The Influence of Price Perception and Service Quality on Customer Loyalty Through Customer Satisfaction at Pintu Dua Coffee TMII. Cendekia Ilmiah Journal, 3(1), 166–179.
Ritonga, R. T., Siregar, Z. M. E., & Harahap, A. (2025). The Role of Servicescape, Brand Image, Location, and Product Quality in Improving Customer Satisfaction at Cafes. Jurnal Bisnis Mahasiswa (JBM), 5(4), 1774–1790.
Samara, A., & Susanti, M. (2021). The Influence of Profitability, Leverage, Liquidity, and Company Size on Company Value in Manufacturing Companies in the Consumer Goods Industry, Pharmaceutical Sub-Sector, Listed on the Indonesia Stock Exchange. Journal of Computer Science and Business, (2), 14–25.
Setiawan, M. F., & Japarianto, E. (2012). Analysis of the Influence of Food Quality and Brand Image on the Purchase Decision of Kecik Bread at Ganep's Bakery in Solo City. Marketing Management Journal, 1(1), 1–6.
Sifahudztahanina, Moeljiono, & Saefullah, A. (2023). The Influence of Service Quality, Producton Consumer Satisfaction. Budget Journal: Journal of Economics and Accounting Publication, 1(3), 48–64.
Soedarto, T., Hendrarini, H., Setiawan, R. F., & Fitriana, N. H. I. (2023). Marketing Strategy through Digital Marketing for Jember Coffee Centre (JCC) Products in Jember Regency. Journal of Community Service, 3(3), 31–35.
Syahwi, M., & Pantawis, S. (2021). The Influence ofService Quality, Company Image, and Customer Value PT.Telkom in Semarang City). ECONBANK: Journal of Economics and Banking, 3(2), 150–163.
Tirtayasa, S., Lubis, A. P., & Khair, H. (2021). Purchase Decisions: As a Mediating Variable in the Relationship between Product Quality and Trust on Consumer Satisfaction. Journal of Business and Management Inspiration (JIBM), 5(1), 67–86.
Tjiptono, F. (2018). Strategic Marketing (3rd ed.). Andi Offset.
Tjiptono, F., & Gregorius, C. (2011). Service, quality and satisfaction (3rd ed.). Andi Offset.
Zamborita, D. Z., Muflikh, Y. N., & Izzy, A. A. (2024). Purchasing Decisions and Consumer Preferences of Millennials and Zoomers at Coffee Shops. Journal of Consumer Sciences, 9(1), 102–121.
Anisa, T. N., Winarno, S. T., & Atasa, D. (2024). The Influence of Price Perception, Product Quality, and Brand Image on Consumer Purchasing Decisions for AHAA! ICS Food Frozen Seafood Products in Sidoarjo. Respati Scientific Journal, 15(1), 59–71.
Apriliani, N. L. P., Anggraini, N. P. N., & Ribek, P. K. (2022). EMAS Journal. EMAS Journal (Economics, Management, and Science), 3(3), 217–230.
Basri, H., & Subarjo, N. R. (2024). The Influence of Brand Image, Customer Value, and Product Quality on Customer Satisfaction (A Study of Coffee Shop Customers at Foresthree Coffee Transyogi). MH Thamrin Journal of Economics, Management, and Accounting, 5(1), 208–222.
Bimantari, A. N., & Ghofur, M. A. (2025). The Influence of Entrepreneurship Education, Locus of Control, and Self-Efficacy on Students' Interest in Entrepreneurship Using the PLS-SEM Approach. Journal of Artificial Intelligence and Digital Business (RIGGS), 4(2), 6631–6636.
Caniago, A. (2022). Analysis of Trust and Service Quality on Customer Satisfaction. Lentera Bisnis Journal, 11(9), 219–231.
Devi, P. O., & Yusuf, R. (2022). The Effect of Service Quality on Customer Satisfaction at Massa Coffee Shop Bandung. Ekonomis: Journal of Economics and Business, 6(1), 228–232.
Devialestari, V., & Zabara, D. R. (2024). The Influence of Store Atmosphere, Mom, Customer Satisfaction, and Interest in Returning to Coffee Shops. JEBIMA (Journal of Economics, Business, and Management), 1(1), 40–47.
Dewi, P. V. A., Agung, P., & Prayoga, M. S. (2021). The Influence of, and Service Quality Journal of Economics and Business, 2(2), 102–108.
Fadhli, K., & Pratiwi, N. D. (2021). The Influence of Digital Marketing, Product Quality, and Emotional Factors on Consumer Satisfaction at Poskopi Zio Jombang. Journal of Research Innovation (JIP), 2(2), 603–612.
Fitriani, E., Yusup, A. M., Nurhikmat, A., & Risuna, I. (2022). Determination of Customer Satisfaction and Customer Loyalty with Product Price and Quality: Literature Review. KarismaPro Journal: Professional Management Studies & Research, 13(2), 75–86.
Fristy, P. (2021). Strategic Location Selection and Consumer Satisfaction with Service Quality at Dina Doorsmerr Workshop. Ganesha Polytechnic Institution Journal, Medan, 4(1), 365–375.
Hasibuan, R. M., Harahap, F., & Lubis, A. (2021). The Effect ofat Cafe Vanilla Panyabungan. Journal of the South Tapanuli Education Institute (IPTS), 4(3), 175–182.
Hidayat, R. Al, Charolina, O., & Afriani, W. (2024). The Influence of Product Quality, Price, Location, and Promotion on Consumer Satisfaction at AHK Keju Cake Shop in Teluk Segara District. Nusantara Business Administration Journal, 3(1), 83–94.
Hikmah, R., Fauzi, A., & Sudiantini, D. (2025). The Influence of Transformational Leadership and Work Culture on Employee Engagement with Job Satisfaction as a Mediating Variable at CV. Sumber Aneka Rezeki Bekasi. Journal of Management Science Research and Development, 1(2), 63–87.
Ilhamsyah, F. I. (2024). The Influence of Work Environment and Self-Confidence on Employee Work Motivation at Coffee Shops in Madiun City. PGRI University Madiun.
Irianti, L. R., Satoto, E. B., & Sari, M. I. (2025). Determinants of Consumer Purchasing Decisions in Coffee Shops : The Role of Interior Design , Price and Taste. Comparative Journal: Economics and Business, 7(2), 537–553.
Ismoyowati, D., Wuryandani, S., & Wijayanti, F. K. (2023). Millennials' Consumer Behavior in the Coffee Agroindustry: The Effect of Consumer Attitudes on Purchasing Decisions. AgriTECH Journal, 43(1), 56–63.
Kotler, P., & Keller, K. L. (2017). Marketing Management Translation (1st ed.). Erlangga.
Lemeshow, S., Jr, D. W. H., Klar, J., & Lwanga, S. K. (1990). Adequacy of Sample Size in Health Studies. On behalf of the World Health Organization by JOHN WILEY & SONS.
Mubarokah, & Winarno, S. T. (2021). Factors Affecting Consumer Decisions in Consuming Coffee in Surabaya, Sidoarjo, and Gresik. Asian Journal of Agricultural Extension, Economics, and Sociology, 39
Mutaqin, A. Z., Ali, H., Khan, M. A., Sawitri, N. N., & Navanti, D. (2025). The Effect of Product Diversity and Location on Customer Satisfaction Through Product Purchase Decisions at Omah Furniture. Scientific Research Journal (SINERGI), 2(2), 1066–1081.
Muzaki, M. F., Mulyani, I. D., & Khojin, N. (2022). The Effect of Service Quality, Price, and Promotion Through Social Media on Consumer Satisfaction (Case Study at Luang Waktu Coffee). Indonesian Journal of Research and Community Service, 1(1), 44–57.
Nuraini, D. P., & Chodidjah, S. (2024). The Influence of Price Perception, Service Quality, and Location on Customer Satisfaction at Mujinah Grocery Store. Journal of Islamic Studies and Humanities (Al Mikraj), 4(2), 1139–1149.
Nursukma, B. P., & Mahargiono, P. B. (2022). The Influence of Service Quality, Product Quality, and Brand Image (Journal of Management Science and Research, 11(12), 3–15.
Palelu, D. R. G., Tubuan, W. J. F., & Jorie, R. J. (2022). The Influence of Price Perception and Service Quality on Consumer Satisfaction atEmba Journal, 10(1), 68–77.
Parida, Desfaryani, R., Apriyani, M., & Sutarmi. (2024). Level of Consumer Satisfaction with Coffee Shops in Bandar Lampung. Journal of SME (Small and Medium Enterprises) Management, 19(2), 138–148.
Pertiwi, A. B., Ali, H., Dwikotjo, F., & Sumantyo, S. (2022). The Effect of Price Perception and Service Quality on Customer Loyalty Through Customer Satisfaction on Shopee E-Commerce. Multidisciplinary Science Journal (JIM), 1(2), 537–553.
Purwanti, P. A., Aulia, N. R., Candraningtyas, H. A., & Kusmayati, N. K. (2025). The Impact of Product Quality, Promotion, and Customer Satisfaction on Purchasing Decisions at Family Mart Surabaya. Journal of Management and Innovation, 6(2), 30–42.
Putra, R. P. H., Defit, S., & Sumijan. (2022). Journal of Information Systems and Technology Analysis of Queuing Systems in Improving Service Effectiveness Using the Accidental Sampling Method. 4
Ramadhani, W. A., & Prawoto. (2023). The Influence of Price Perception and Service Quality on Customer Loyalty Through Customer Satisfaction at Pintu Dua Coffee TMII. Cendekia Ilmiah Journal, 3(1), 166–179.
Ritonga, R. T., Siregar, Z. M. E., & Harahap, A. (2025). The Role of Servicescape, Brand Image, Location, and Product Quality in Improving Customer Satisfaction at Cafes. Jurnal Bisnis Mahasiswa (JBM), 5(4), 1774–1790.
Samara, A., & Susanti, M. (2021). The Influence of Profitability, Leverage, Liquidity, and Company Size on Company Value in Manufacturing Companies in the Consumer Goods Industry, Pharmaceutical Sub-Sector, Listed on the Indonesia Stock Exchange. Journal of Computer Science and Business, (2), 14–25.
Setiawan, M. F., & Japarianto, E. (2012). Analysis of the Influence of Food Quality and Brand Image on the Purchase Decision of Kecik Bread at Ganep's Bakery in Solo City. Marketing Management Journal, 1(1), 1–6.
Sifahudztahanina, Moeljiono, & Saefullah, A. (2023). The Influence of Service Quality, Producton Consumer Satisfaction. Budget Journal: Journal of Economics and Accounting Publication, 1(3), 48–64.
Soedarto, T., Hendrarini, H., Setiawan, R. F., & Fitriana, N. H. I. (2023). Marketing Strategy through Digital Marketing for Jember Coffee Centre (JCC) Products in Jember Regency. Journal of Community Service, 3(3), 31–35.
Syahwi, M., & Pantawis, S. (2021). The Influence ofService Quality, Company Image, and Customer Value PT.Telkom in Semarang City). ECONBANK: Journal of Economics and Banking, 3(2), 150–163.
Tirtayasa, S., Lubis, A. P., & Khair, H. (2021). Purchase Decisions: As a Mediating Variable in the Relationship between Product Quality and Trust on Consumer Satisfaction. Journal of Business and Management Inspiration (JIBM), 5(1), 67–86.
Tjiptono, F. (2018). Strategic Marketing (3rd ed.). Andi Offset.
Tjiptono, F., & Gregorius, C. (2011). Service, quality and satisfaction (3rd ed.). Andi Offset.
Zamborita, D. Z., Muflikh, Y. N., & Izzy, A. A. (2024). Purchasing Decisions and Consumer Preferences of Millennials and Zoomers at Coffee Shops. Journal of Consumer Sciences, 9(1), 102–121.
Published
2026-01-08
How to Cite
SALSABILA, Aina; WINARNO, Sri Tjondro; SETIAWAN, Risqi Firdaus.
FACTORS AFFECTING CUSTOMER SATISFACTION AT KAHYANGAN COFFEE AND EATERY MADIUN.
JMK (Jurnal Manajemen dan Kewirausahaan), [S.l.], v. 11, n. 1, p. 256-270, jan. 2026.
ISSN 2656-0771.
Available at: <https://ejournal.uniska-kediri.ac.id/index.php/ManajemenKewirausahaan/article/view/8075>. Date accessed: 23 jan. 2026.
doi: https://doi.org/10.32503/jmk.v11i1.8075.
Section
Artikel Ilmiah
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
