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All Journal Amsir Management Journal
Achdian Anggreny Bangsawan
Fakultas Ekonomi dan Bisnis Universitas Muslim Indonesia, Makassar
Economics, Econometrics & Finance

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Customer Experience dan Kualitas Layanan dalam Membangun Kepuasan Pelanggan Coffee Shop Achdian Anggreny Bangsawan
Amsir Management Journal Vol. 7 No. 1 (2026): Oktober
Publisher : Fakultas Bisnis Institut Ilmu Sosial dan Bisnis Andi Sapada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56341/ca0qgb30

Abstract

This study aims to synthesize the literature on customer experience and service quality in relation to customer satisfaction in the coffee shop context. Using a literature review approach, the study examines how these concepts are discussed and connected in existing research. The synthesis suggests that customer experience encompasses customers’ overall evaluations of the atmospheric, functional, and interpersonal aspects of their visits, while service quality concerns the reliability, responsiveness, clarity, and empathy of service delivery. The reviewed literature links customer satisfaction to the alignment between customer expectations and perceived experiences, highlighting the complementary roles of customer experience and service quality. This review offers an integrated perspective on these concepts rather than treating them as separate managerial concerns. For coffee shop operators, the synthesis highlights the importance of aligning the physical environment, employee interactions, and service processes to support a satisfying customer experience. The conclusions are limited to the literature reviewed and do not establish causal relationships or provide direct empirical evidence from coffee shop customers
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