Evaluating Digilib Cafe and EB Cafe

Service Marketing
Group 2 Manyesia Assignment

Eureka Cahyaning Utami 16/396767/EK/20942

Farras Warroihan 16/405931/EK/21191
M. Dimas F Kusuama 16/395957/EK/20929
Asli Nisahan Dogus MEB3540
Lea Offenbacher MEB3578

International Undergraduate Program

Faculty of Economics and Business
Universitas Gadjah Mada
Yogyakarta, Indonesia
Score:

Our team has chosen EB café from faculty if economic and business and Digilib café
from the faculty of social and politics. We have chosen this because as students we feel like cafes
are one of the places that students frequent most as it is a place for us to hang out and do our
assignments, not to mention that these two cafes are also known to be competitors.
For our Diagram we have given a scale of 1 to 5 with the higher the number the better
reviewed it is and the less gap there is that customers perceive, hence a score of 1 means that
there is a huge gap and it is negatively reviewed by our respondents, and a score of 5 means that
there is a narrow or nonexistent gap and it is positively reviewed by customers.
As we can see from the diagram above, based on the research and information gathering
we have done, overall there are more respondents who feel that Digilib café have better service
and quality compared to EB café, as they give it better and more positive reviews compared to
EB café. They feel like there is less gap in Digilib café compared to in EB café.

This means that the respondents feel that Digilib cafe offer more of what the customer
wants (listening gap), they have a better understanding of customer needs which are translated
into delivery policies and standards (Service Design and Standards Gap), they delivery their
services better (Performance gap), and finally the customers feel that understand the service
quality that is given to them and that their customer expectation and the customer perception
isn’t that different (Customer gap). With the only exception being the communication gap where
the scores are the same so respondents feel that both cafes deliver what they promised.