46 CHAPTER V CONCLUSION AND RECOMMENDATION 5.1 Conclusion Based on the findings from the study, it can be concluded that Food and Beverages Quality, Service Quality and Café Ambience all significantly contribute to Customer Satisfaction at POME Coffee House, albeit to varying degrees. The study revealed that Food and Beverages Quality has the strongest positive impact on customer satisfaction, followed by Service Quality. While Café Ambience also has a positive impact, it plays a lesser role in comparison to the other two factors. 1. Food and Beverages Quality emerged as the most influential factor, reinforcing the importance of offering high-quality, appealing food and drinks to ensure customer satisfaction. 2. Service Quality also demonstrated a significant positive relationship with customer satisfaction, highlighting the importance of attentive, professional, and friendly service. 3. Cafe Ambience, while contributing to a positive customer experience, has a relatively weaker influence compared to food and service quality, though it is still an important element in creating a welcoming and enjoyable atmosphere. Overall, these findings underscore the importance of a holistic approach, where the combination of product quality, excellent service, and a pleasant ambience work together to enhance customer satisfaction at POME Coffee House. 47 5.2 Recommendation 1. Recommendations for POME Coffee House a) Focus on Continuous Improvement of Food and Beverages Quality, Since Food and Beverages Quality has the strongest impact on customer satisfaction, POME Coffee House should continually evaluate and enhance the quality of its food and drink offerings. This could include introducing seasonal or limited-time menu items to keep the experience fresh for returning customers. Regular quality checks and ensuring consistency in taste, presentation, and portion sizes will also help in maintaining a high standard. b) As Service Quality significantly influences customer satisfaction, POME Coffee House should focus on investing in staff training and professional development.