Misti Hariasih
Fakultas Ekonomi dan Bisnis, Universitas Muhammadiyah Sidoarjo Jl. Mojopahit 666 B, Sidoarjo, Jawa Timur

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The Role of Product Quality and Brand Image in Enhancing Customer Satisfaction with Cikole Bandung Luwak Coffee: Peran Kualitas Produk Dan Brand Image Dalam Meningkatkan Kepuasaan Konsumen Kopi Luwak Cikole Bandung Muhammad Ali Fikri; Ragil Pangestu; Muhammad Ryvaldo Al Farisy; Nazar Sukma Aqtafwidh; Misti Hariasih
Procedia of Social Sciences and Humanities Vol. 9 No. 1 (2026): International Conference of Fostering Sustainable Economic Growth and Innovatio
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/4mxcvr18

Abstract

General Background The agricultural beverage industry has transformed from providing conventional functional commodities into an integral component of modern lifestyle consumption. Specific Background This lifestyle shift has escalated the demand for premium specialty varieties, such as luwak beans, which offer unique low-acidity characteristics derived from natural fermentation processes. Knowledge Gap Most existing literature predominantly examines physical attributes within urban commercial shops, leaving a significant empirical void regarding holistic visitor experiences in premium educational plantation ecosystems. Aims This study investigates how intrinsic physical characteristics and extrinsic reputation elements jointly build positive visitor evaluations within a specialized educational destination. Results Descriptive qualitative analysis utilizing interviews, observations, and digital review documentation reveals that the smooth, low-acid taste delivers highly desired functional benefits resulting from strict operational standards. Simultaneously, a strong reputation is cultivated through positive online reviews, clean facilities, and educational services. Peak visitor fulfillment is achieved not in isolation, but through a synergistic accumulation of these high-grade physical goods and comprehensive interactive experiences. Novelty This research demonstrates the successful integration of tangible physical excellence with holistic experiential value in a specialized educational tourism setting, diverging from conventional urban commercial models. Implications Management should maintain strict production procedures to preserve intrinsic taste profiles while optimizing extrinsic facility attributes and storytelling strategies to sustain positive digital reputations and foster long-term loyalty. Highlights: Strict operational procedures ensure intrinsic smooth and low-acid characteristics of specialty beans. Positive digital reviews regarding cleanliness and educational services establish a robust market reputation. Holistic experiential value synergizes with tangible physical goods to foster visitor loyalty. Keywords: Premium Specialty Coffee, Educational Agrotourism, Experiential Value, Digital Market Reputation, Customer Loyalty
An Analysis Of Personal Selling Strategies And The Physical Environment In Creating Customer Satisfaction: A Qualitative Study of Cikole Luwak Coffee, Lembang: Analisis Strategi Personal Selling Dan Suasana Lingkungan Fisik Dalam Menciptakan Kepuasan Pelanggan: Studi Kualitatif pada Kopi Luwak Cikole, Lembang Ahmad Ferdiansyah; Nur Ahmad; Satrya Yudha Prastya; Misti Hariasih
Procedia of Social Sciences and Humanities Vol. 9 No. 1 (2026): International Conference of Fostering Sustainable Economic Growth and Innovatio
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/04hy1j08

Abstract

General Background Global tourism has shifted from sightseeing toward experiential tourism emphasizing educational, emotional, and sensory dimensions. Specific Background Within experience-based coffee destinations like Cikole Luwak Coffee, physical environment attributes and frontline staff interactions function as primary determiners of visitor experiences. Knowledge Gap However, qualitative research examining relational marketing through education-driven personal selling and natural servicescapes in premium coffee tourism remains scarce. Aims This descriptive qualitative study analyzes how educational personal selling strategies and natural servicescape elements contribute to customer satisfaction. Results Utilizing in-depth interviews with seven purposively selected informants, non-participant observation, and digital review analysis, findings indicate that structured product education transforms consumer perception from price skepticism into value-based appreciation. Simultaneously, highland pine forest surroundings create atmospheric sensory immersion, yielding a synergistic interaction that triggers dual cognitive and affective satisfaction. Novelty This study reveals a non-linear synergy where natural surroundings prime cognitive openness while consultative storytelling deepens physical environment meanings. Implications Practitioners must preserve natural landscape identities and invest in staff storytelling capabilities to construct unreplicable experiential competitive advantages. Highlights: Staff product demonstrations shift visitor evaluation from expensive commodity perceptions to high-value experiential learning. Mountainous pine atmospheres provide sensory immersion that prepares visitors psychologically for narrative reception. Combining consultative employee guidance with forest surroundings yields dual cognitive and affective fulfillment. Keywords: Personal Selling, Servicescape, Customer Satisfaction, Educational Tourism, Experiential Marketing