Analisa Pengaruh Pelayanan Terhadap Kepuasan Pelanggan Pada Restoran KFC Wilayah Gongseng Jakarta Timur

Analisa Pengaruh Pelayanan Terhadap Kepuasan Pelanggan Pada Restoran KFC Wilayah Gongseng Jakarta Timur

• By Sugiyah,;
• Jurnal Nasional Tidak Terakreditasi
• 346
• 61-70

The research aims to determine the effect of service quality on customer satisfaction and find out how much influence the quality of service to customer satisfaction Kentucky Fried Chicken Gongseng Area. The form of research used in this study is correlational by using a quantitative approach. Methods of data collection is done through observation, interview, questionnaire, literature study and documentation study. The sampling technique used in this research is Purposive Sampling. The author took a sample of 30 respondents. Data processing techniques using SPSS 20.0 software. Based on the hypothesis test obtained a positive value of 0.000. From the calculation coefficient of determination results obtained by 55.50% indicating that the influence of customer service to customer satisfaction of 55.50% and the remaining 45.50% influenced by other factors such as product quality, product image, and psychological customer Based on the calculation analysis of simple linear regression obtained equation Y = 9,152 + 0,721 X which indicate that without existence of customer service, hence consumer satisfaction is existence of customer service hence consumer satisfaction equal to 9,152. And if X rises 1 point or every increase of customer service amounting 1 then it will raise Consumer Satisfaction equal to 10,873.

 

 

• Katakunci Quality of Service, Customer Satisfaction
• URL http://journal.stie-kusumanegara.ac.id/index.php/managerial/article/view/14/11
• Penerbit ,

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