Nuryono, Arif (2021) ANALISIS PENGARUH KUALITAS PRODUK DAN PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA RESTORAN CEPAT SAJI STUDI KASUS : DI KFC (KENTUCKY FRIED CHICKEN) CABANG METLAND TAMBUN. In: 3rd MBCIE Mercubuana, 19 Juni 2021, Online.
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3.0 Prosiding Seminar Nasional 3rd MBCIE 2021_Arif N.pdf Download (1MB) |
Abstract
The growth of fast food restaurants in Indonesia is currently very fast, so competition between fast food restaurants in providing quality products and services to consumers is very important. This study discusses consumer assessments of the quality of products and services at KFC's Metland Tambun branch in order to determine the factors that affect customer satisfaction. The method used in this research is quantitative method, where the research is carried out by observation, interviews and giving questionnaires to 50 respondents who visit KFC Metland Tambun. Testing data and research instruments using the statistical test approach method. The results showed that service is the most influencing factor on customer satisfaction compared to product quality. The effect of service on customer satisfaction is quite strong with a positive correlation. Efforts that can be made to improve service are to speed up queues by increasing the number of cashier and packer counters, improving queuing systems and improving restaurant housekeeping. Key words: Customer Satisfaction, Product Quality, Service, Speed up queues
| Item Type: | Conference or Workshop Item (Speech) |
|---|---|
| Subjects: | Prosiding |
| Divisions: | Prosiding |
| Depositing User: | Arif Nuryono |
| Date Deposited: | 06 Jan 2023 08:31 |
| Last Modified: | 06 Jan 2023 08:31 |
| URI: | http://repository.ubharajaya.ac.id/id/eprint/16843 |
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