<![CDATA[Penelitian ini bertujuan untuk menganalisis kualitas pelayanan, kepuasan pelanggan dan pengalaman pelanggan terhadap minat konsumen berkunjung kembali. Perkembangan bisnis kedai kopi dipengaruhi oleh perkembangan sosial ekonomi masyarakat dan pergeseran gaya hidup. Kondisi inilah yang memacu untuk tumbuhnya kedai-kedai kopi dengan mengusung konsep modernisasi dalam upaya meningkatkan minat konsumen berkunjung kembali. Untuk mengetahui faktor – faktor yang mempengaruhi minat konsumen berkunjung kembali peneliti menyebarkan 30 kuesioner yang diisi langsung oleh tamu yang berkunjung ke Titik Temu Coffee Ubud. Kuesioner tersebut memuat lima dimensi kualitas pelayanan atau Service Quality yakni: kehandalan, bukti fisik, kepekaan, jaminan, dan empati. Lima dimensi kepuasan pelanggan atau Customer Satisfaction yakni : kualitas produk, harga, kualitas pelayanan, emosional, biaya. Dan lima dimensi pengalaman pelanggan atau Customer Experience yakni : sense, feel, think, act, relate. Teknik analisis data yang digunakan adalah teknik analisis deskriptif kuantitatif. Hasil dari penelitian ditemukan kesimpulan bahwa secara keseluruhan nilai rata-rata dari 15 dimensi sebesar 4,49 yang dapat dikategorikan sangat baik. Hal tersebut menunjukkan bahwa target yang ditetapkan oleh pihak manajemen tercapai, dimana manajemen menginginkan seluruh dimensi kualitas pelayanan, kepuasan pelanggan, dan pengalaman pelanggan memperoleh kategori sangat baik. This study aims to analyze service quality, customer satisfaction and customer experience on consumer interest in returning. The development of the coffee shop business is influenced by the socio-economic development of the community and shifts in lifestyle. This condition has spurred the growth of coffee shops by carrying the concept of modernization in an effort to increase consumer interest in visiting again. To find out the factors that influence consumer interest in revisiting, the researchers distributed 30 questionnaires that were filled out directly by guests who visited Titik Temu Coffee Ubud. The questionnaire contains five dimensions of service quality, namely: reliability, physical evidence, sensitivity, assurance, and empathy. Five dimensions of customer satisfaction or Customer Satisfaction are: product quality, price, service quality, emotional, cost. And five dimensions of customer experience or Customer Experience, namely: sense, feel, think, act, relate. The data analysis technique used is descriptive quantitative analysis technique. The results of the study concluded that the overall average value of the 15 dimensions was 4.49 which could be categorized as very good. This shows that the target set by the management is achieved, where management wants all dimensions of service quality, customer satisfaction, and customer experience to be categorized as very good.]]>
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