Analysis of QR Ordering Impact on Efficiency at SatuKata Coffee
Keywords:
QR Code, , digital service, blueprint service, customer experience, coffee shopAbstract
This study examines how QR Order digitalization at SatuKata Coffee affects service process efficiency and customer experience through a service blueprint approach. The research uses a descriptive qualitative method supported by direct observation, informal interviews, and documentation of the ordering flow, barista workflow, and customer interactions. Findings show that QR Order shortens the ordering process, reduces queue buildup at the cashier, minimizes manual input errors, and gives customers more control over menu selection and payment. The service blueprint also reveals a clearer division between customer actions, frontstage activities, backstage processing, and support systems. At the same time, the implementation depends on stable internet access and customer digital readiness, which can create friction during peak hours or for first-time users. Overall, QR Order contributes positively to operational efficiency and a more modern, convenient customer experience, while service blueprinting helps identify points that still require improvement.
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