Assessing the Customer Satisfaction of Cafe Kusina Using Dineserv Model: Towards a Guide

Vol.4, No.1

Abstract

The purpose of this study is to determine the customer satisfaction of Café Kusina restaurant
using the DINESERV model in terms of reliability, assurance, tangibility, empathy, and
responsiveness.

The results of the study reveal that the assessment of Customer Satisfaction of Café Kusina
was “very satisfied” in terms of product and place; the utilization of the DINESERV model in
assessing the customer satisfaction of Café Kusina “strongly agrees” with terms of tangibility,
empathy, and responsiveness; the most common problem encountered by the customers of
Café Kusina was there are no enough parking lots; and there is a guideline proposed by the
researchers to improve the customer satisfaction of Café Kusina based on the result of
DINESERV model.

Based on the result presented, the following are the recommendations: maintain their
atmosphere where customers will still feel comfortable; adding and offering coupons and
discounts could make the customers more satisfied; consider planning on providing parking
space for customers; and implement new guidelines that could help and improve the customer
satisfaction of Cafe Kusina.