Customer Satisfaction on Barista Service


  • Wim J Winowatan Winowatan Food and Beverage Management, Hospitality Department, Tourism Polytechnic Makassar, Indonesia
  • I Putu Suarta Food and Beverage Management, Hospitality Department, Tourism Polytechnic Makassar, Indonesia
  • Murdiani Sukarana Food and Beverage Management, Hospitality Department, Tourism Polytechnic Makassar, Indonesia



Customer Satisfaction, Barista Service, Hotel


This study aims to determine consumer satisfaction with barista services. The method in this study is qualitative using a descriptive approach. The method of data collection in this study was done through observation, interviews with a list of questions and documentation. The results of the study show that consumer satisfaction with barista services in general is satisfied with the barista services and coffee drinks served, but most of the guests who visit are only coffee drinkers, not coffee connoisseurs. This needs to be followed up so that consumers or guests can better understand the existence and services of Baristas, this is because consumers or guests are only coffee drinkers, not coffee connoisseurs and only choose the type of coffee provided. The existence of the Barista and the services available at the cafe only provide coffee based on the needs of consumers or guests and there is still a lack of availability of very limited and expensive equipment that must be spent for each equipment needed.


Download data is not yet available.


Angelova, B., & Zekiri, J. (2011). Measuring customer satisfaction with service quality using American Customer Satisfaction Model (ACSI Model). International journal of academic research in business and social sciences, 1(3), 232.

Apriyani, D. A., & Sunarti, S. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen (Survei Pada Konsumen the Little a Coffee Shop Sidoarjo). Jurnal Administrasi Bisnis, 51(2), 1-7.

Dugguh, S. I., & Dennis, A. (2014). Job satisfaction theories: Traceability to employee performance in organizations. IOSR journal of business and management, 16(5), 11-18.

Jahanshahi, A. A., Gashti, M. A. H., Mirdamadi, S. A., Nawaser, K., & Khaksar, S. M. S. (2011). Study the effects of customer service and product quality on customer satisfaction and loyalty. International Journal of Humanities and Social Science, 1(7), 253-260.

Kelliher, C., & Perrett, G. (2001). Business strategy and approaches to HRM‐A case study of new developments in the United Kingdom restaurant industry. Personnel Review.

Miles, M. B & Michael H. (2007). Analisis Data Kualitatif. Jakarta. Universitas Indonesia Press

Moenir, H. A. S, (2008) Manajemen Pelayanan Umum Di Indonesia, Bumi Aksara. Jakarta

Rao, P. S., & Sahu, P. C. (2013). Impact of service quality on customer satisfaction in hotel industry. IOSR Journal of Humanities and Social Science, 18(5), 39-44.

Sánchez-García, I., & Currás-Pérez, R. (2011). Effects of dissatisfaction in tourist services: The role of anger and regret. Tourism Management, 32(6), 1397-1406.

Torres, E. N., & Kline, S. (2013). From customer satisfaction to customer delight: Creating a new standard of service for the hotel industry. International Journal of Contemporary Hospitality Management.

Winowatan, W., Suarta, I. P., & Sukaran, M. (2020). Analisis Kompetensi Dalam Memaksimalkan Pelayanan Prima Pada Usaha Restoran Di Kabupaten Polewali Mandar Sulawesi Barat. Jurnal Ilmiah Manajemen Emor (Ekonomi Manajemen Orientasi Riset), 3(2), 119-135




How to Cite

Winowatan, W. J. W., Suarta, I. P. ., & Sukarana, M. . (2021). Customer Satisfaction on Barista Service . Journal of Asian Multicultural Research for Economy and Management Study, 2(4), 33-38.