STRATEGIC DESIGN FOR THE ENHANCEMENT OF CUSTOMER SATISFACTION IN CAFÉ ESTABLISHMENTS

This research examines the SADT (Structured Analysis and Design Technique) transformation process and identifies the risks at ABC Cafe. This research found 11 failure modes with very high risks and 10 other failure modes with undesirable risks. To address these problems and improve service quality and customer satisfaction, several corrective actions are recommended. First, improve employee capabilities through structured and ongoing on-the-job training programs. Second, develop a systematic service review mechanism to monitor and evaluate employee performance periodically. Third, repair damaged or underperforming equipment as soon as possible to ensure smooth operations. Implementing these actions is expected to reduce the risk of failure, increase operational efficiency, and ultimately improve customer satisfaction at ABC Cafe.