1. Service Quality Caffe Bene Bandung

2. Minna Rissanen 1914003
Nindya Harum Solicha
19011033
Tejo Sandi Saputra 19011134
Doni Laksono 19011156

3. Caffe Bene Bandung
Caffe Bene serves drinks like coffee, tea, and juices, and cakes, waffles and gelato.
In addition, they offer special healthy drinks called misugaru.
Most of the customers at Caffe Bene are young people, in age between 15-30 years
old. There are a lot of students from universities and high schools. Some people are
doing school assignments or working together at the coffee shop.
Caffe Bene is Korean but already the brand’s Italian name leads your imagination to
Europe. In Italian “bene” means good. Caffe Bene is a mix of European and Asian
coffee culture and that makes it interesting.

4. Menu of Caffe Bene Bandung
Bingsu Waffles
Honeybread Gelato

5. Frappeno
Cocktail
Coffee

6. Physical Evidence of Caffe Bene Bandung
Exterior
Signage OutsideParking Area

7. Interior

8. Packaging

9. Integrated Marketing Communications
Banner Mascot Social Media

10. Tissue Bill Uniform

11. Research Objective
To find a customer satisfaction level of service given by new
caffé—café Bene—in Dago area; this satisfaction will be
measured by analyzing the customer gap which lies between
customer’s expectation and perception and also service delivery
gap.

12. Research Questions
1. How far is the gao between the Caffe Bene and the customers
in Caffe Bene?
2. How well does the company understand customer perception
of services in Caffe Bene?
3. How is the recovery done by Caffe Bene?

13. Mystery Shopping
Methodology
Future Customer Expectation Service Quality Survey
Qualitative Methode. We
look at the surrounding,
atmosphere, ambiance,
and service given of the
Caffé Bene without getting
noticed by officers.
Qualitative Methode. By
doing a brief interview which
is open questions to
consumers who've already
come and buy at Caffe Bene
Dago.
Quantitative Methode. It
contains external factors,
internal factors and service
delivery factors of Caffe
Bene in our respondents
expectation and perception
using likert scale.

14. Research Findings
Mystery Shopping
We already had an observation to Caffé Bene on Tuesday, April 1, 2014. The objective of our
observation was to know the service delivery given by Caffé Bene. We went there at 5pm to
8pm (±3 hours).
Results:
• In parking area, the security offer Minna who drive the motorcycle to save her helmet
• In open gate, we heard “Anyeonghaseyo” from the employee, from this language we can
notice that Caffe Bene is Korean Caffe not Italian Caffe like its name
• There are some miniature of food and beverages near cashier so it will make it easy for
customer to choose the menu
• The employee is less hard to recommend the hot menu to us when we asked them
• The employee trying to speak in English toward Minna who is Finn although Minna trying to
speak Indonesia to them

15. Research Findings
Mystery Shopping
• the ordered food/beverages will be given to us in our table but we didn’t given any order
number so it depends on memory of the employee and honesty of customer
• Fast response from employee to take a more tissue in our table
• They are explain where the location of toilet and musholla kindly and also show us the
password of WiFi in the bill when we asked them
• We heard some Korean song and western song alternately
• There is some fake korean book and several original korean magazine
• the toilet is very clean and available complete equipment there, including speaker
• In the musholla, there is turn on stavolt, and that is very dangerous for the customer. there is
musholla and provided mukenah here, i think is the plus aspect for Caffe Bene which is just
caffe

16. Research Findings
Future Customer Expectations
No Name Age Times visit
1 Muhammad 21 2
2 Eky 21 1
3 Tatik 21 1
4 Nandha 19 3
5 Naomi 20 3
6 Rizki 21 3
7 Fuad 21 1
There are 7 respondent that we interview about service
quality about future customer expectations in Caffe Bene
Dago Bandung

17. After conducting a brief interview to the 7 costumers of Caffe
Bene, the following is the result:
o 7 of 7 customers, they stated that the service delivery
provided by Caffe Bene Dag has been good.
o 6 of 7 customers hoped that in future the price can be more
affordable by students.
o 2 of 7 consumer expects Caffe Bene Dago can expand the
existing mosque, because the current is very narrow,
coupled with the power source inside that could endanger
the user.
o 7 of 7 consumer expects expanded parking area, to
anticipate the number of vehicle users coming to Caffe
Bene Dago.
o 3 of 7 Caffe Bene expects consumers to create branches in
other Bandung, so it is not just concentrated in Dago.
o 1 of 7 consumer expects Caffe Bene has two floors.

18. Research Findings
Thus, it can be concluded that in general, the
service delivery provided by Caffe Bene Dago is
fairly good. Considering from the above opinions
are mostly a suggestion for improvement Caffe
Bene Dago. They assume that the prices offered
by the Caffe Bene Dago is overpriced with the
products and services provided. Musholla,
adding floor and adding branch is not the
essential thing for the customer of Caffe Bene
Dago.

19. Research Findings
Service Quality Survey
35
%
65
%
Gender
Male Female
100
%
0%0%0%
Age
16-25 26-35
36-45 >45
95
%
5%0%
Income
1-3 millions 3-5 millions
>5 miliions
From 60 respondents

20. Research Findings
Service Quality Survey
10
%
85
%
5%0%
How often do you go
to Caffe Bene in a
month?
once 2-3 times
3-5 times >5 times
90
%
10
%
I will comeback to
Caffe Bene again
next time
Yes No
95
%
5%
I will recommend
Caffe Bene to others
Yes No

21. Research Findings
Expectation Perception GAP Comment
External Factors
Strategic Location 4.5 4.4 0.1 safe
Attractive Exterior 4.25 4.15 0.1 safe
Park Easily 4.2 3.8 0.4 safe
Internal Factors
Attractive Interior 4.4 4.35 0.05 safe
Clean, Neat,
Appropriate
Uniform of
servants
4.6 4.45 0.15 safe
Easily to see the
menu
4.45 3.7 0.75 critical
Menu is visually
attractive
4.55 3.5 1.05 critical
Tables and chairs
are comfortable
and clean
4.6 4.3 0.3 safe
Clean toilette 4.6 4.15 0.45 safe
Prices are
expensive
3.65 4.45 0.8 critical
Prices are not
reasonable
(overpricing)
3.5 4.15 0.65 critical

22. Research Findings
Service Delivery
Factors
Order comes on
time
4.35 4 0.35 safe
High respond from
servants if they are
called by
customers
4.55 3.65 0.9 critical
Greet to customers
when they are
coming in and
going out
4.45 3.6 0.85 critical
Fast respond if
there is any service
mistaken
4.7 3.65 1.05 critical
Bill is match with
what is ordered
4.9 4.75 0.15 safe
Bonus given
whenever mistakes
occur
4.35 3 1.35 critical
waiter can answers
the question
completely
4.6 3.7 0.9 critical
waiter understand
well about the
menu
4.7 4.15 0.55 critical

23. Research Findings
Service Delivery
Factors
waiter can
recommend the
hot menu while
they are asked
4.75 4.1 0.65 critical
waiter provide
information about
serving method of
some menu
3.85 3.2 0.65 critical
*safe (<0.5)
*critical (>0.5)

24. Research Findings
Based on our findings after spread the questionnaires, we know that:
External Factors
•there is no critical gap in external factors in Caffe Bene
Internal Factors
•menu is in critical gap because of difficulties to see menu and visually less attractive
•price is in critical gap because of expensive for just dessert and drink and overpricing
Service Delivery Factors
There are some critical gap in service delivery factors when
• the employee greet the customer
• the employee’s response if there is a service failure
• existing of service recovery after service failure
• the employee’s response and recommendation about the menu

25. Conclusion
From our research, we can conclude that Caffe Bene, as the new cafe in Dago area
already has a good service delivery quality in external factors (location, parking area
and exterior) but in several aspect of internal factors like menu and price still have to
improve because there is no proper information in board menu in cashier and
overpricing for the food and beverages with the quantity itself. Then, for service
delivery factor in Caffe Bene, there is a communication gap between the employee
and customer. So, Caffe Bene’s customer gap is not really good especially in service
delivery factors but it is not bad though.

26. Recommendation
As we look at the general environment in Caffe Bene, we do not have any recommendation
to make big changes of their service because they already make it right. In the other hand,
some things aspect is needed to improve such as:
• Makes the attractive menu to attrack customer
• Reasonable price for food and beverages
• Employee’s training about communication and product: to improve employee’s product
knowledge and respond toward customer
• Service recovery: such as bonus gelato or cheap drink