Service Design Implementation at Kopi Nako BSD Based On Comparisons with Kopi Kenangan and Fore Coffee

Abstract

The rapid expansion of the coffee shop industry in Indonesia has intensified competition among businesses to deliver not only high-quality products but also effective service systems that enhance customer experience. In this context, service design becomes an important aspect of operations management because it shapes how services are structured, delivered, and experienced by customers. This study aims to understand the implementation of service design at Kopi Nako BSD by comparing its service system with Kopi Kenangan and Fore Coffee. The research adopts a qualitative comparative approach based on direct observation of service activities, focusing on key elements of service design including service concept, service package, service blueprint, and service time. The findings show that Kopi Nako BSD emphasizes a relaxed dine-in experience through a QR code ordering system, while Kopi Kenangan prioritizes fast grab-and-go service and Fore Coffee integrates digital ordering technology through a mobile application. The comparison indicates that different service design strategies influence operational efficiency and customer experience. Overall, the study provides insights into how coffee shops design their service systems to balance operational performance and customer satisfaction in a competitive industry.