Proceedings of the International Conference on Agriculture, Food, and Environment (ICAFE 2024)

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Assessing Service Quality and Customer Satisfaction for Mixue Ice Cream and Tea in Purwokerto: Application of CSI and IPA Analysis

Authors
Brilliana Putri Sarasvati1, Dumasari Dumasari1, *, Yusuf Enril Fathurrohman1
1Department Of Agribusiness, Faculty Of Agriculture And Fisheries, Universitas Muhammadiyah Purwokerto, Purwokerto, Indonesia
*Corresponding author. Email: dumasarilumongga@indo.net.id
Corresponding Author
Dumasari Dumasari
Available Online 30 August 2025.
DOI
10.2991/978-94-6463-819-6_15How to use a DOI?
Keywords
Service Quality; Customer Satisfaction Index (CSI); Importance Performance Analysis (IPA)
Abstract

Mixue Ice Cream and Tea has become a rapidly growing business in Indonesia, attracting consumer attention with its innovative products. This study aims to: (1) analyze the characteristics of Mixue consumers in Purwokerto, (2) examine their purchasing patterns, (3) assess the service performance of Mixue Ice Cream and Tea in Purwokerto, and (4) evaluate customer satisfaction levels. The research was conducted using a survey method with questionnaires distributed to 50 Mixue consumers in Purwokerto. The study employed the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) to analyze the data. The results indicate that service quality significantly influences customer satisfaction. The CSI score of 77.86% suggests that consumers are satisfied with the services provided by Mixue in Purwokerto. However, improvements are needed in the tangible dimension, particularly in providing adequate facilities and ensuring easy access to the location. These findings are expected to assist Mixue in maintaining well-performing attributes and improving those that need enhancement to sustain customer satisfaction.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the International Conference on Agriculture, Food, and Environment (ICAFE 2024)
Series
Atlantis Highlights in Sustainable Development
Publication Date
30 August 2025
ISBN
978-94-6463-819-6
ISSN
3005-155X
DOI
10.2991/978-94-6463-819-6_15How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Brilliana Putri Sarasvati
AU  - Dumasari Dumasari
AU  - Yusuf Enril Fathurrohman
PY  - 2025
DA  - 2025/08/30
TI  - Assessing Service Quality and Customer Satisfaction for Mixue Ice Cream and Tea in Purwokerto: Application of CSI and IPA Analysis
BT  - Proceedings of the International Conference on Agriculture, Food, and Environment (ICAFE 2024)
PB  - Atlantis Press
SP  - 157
EP  - 173
SN  - 3005-155X
UR  - https://doi.org/10.2991/978-94-6463-819-6_15
DO  - 10.2991/978-94-6463-819-6_15
ID  - Sarasvati2025
ER  -