PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RESTORAN FAST FOOD KFC KAWI MALANG

M, ACHMAD (2010) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RESTORAN FAST FOOD KFC KAWI MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Watchfulness kind that do this watchfulness survey, where does researcher do observation in data collecting, only register data as it is, analyze and interpret data that done in restaurant fast food kfc kawi Malang with title “Service Quality Towards Consumer Satisfaction In Restaurant Fast Food KFC Kawi Malang ”. This watchfulness aim is that is to detects influential service quality variable towards consumer satisfaction and to detect variable in service quality where influential dominant towards kepusan consumer in restaurant fast food KFC Kawi Malang. Watchfulness use that want achieved especially for company that is supposed serve the purpose of deliberation for management side in determine policy memasa coming in the effort increase service quality for consumer. Analyzer that used in this watchfulness that is by using logistics regression. Based on watchfulness result and discussion by using logistics regression analysis that done so can be pulled conclusion that service quality variable that cover reliability variable, power, guarantee, empathy, physical proof, influential according to significant towards satisfaction consumers that buy at restaurant fast food KFC Kawi Malang. From service quality variable, empathy gives biggest contribution towards satisfaction consumers that buys at restaurant fast food KFC Kawi Malang. Based on conclusion result from watchfulness result, so be submitted several suggestions that is supposed for restaurant manager fast food KFC Kawi Malang always out for give satisfaction to consumer so that can membeir guarantee on consumer satisfaction. Real effort that can be done that is with try memperkerja employee that has kepedulian in fulfil consumer request. Supposed has good ability in communicatings in build good connection with consumer, has kepedulian in give attention it to consumer and always out for creat consumer freshment in course of purchasing. besides supposed manager side KFC Kawi Malang make wisdom hits club member for consumer on the chance of consumers gets various facilities from card. For researcher other that intend to continue this watchfulness is supposed to complete it that is by using variable other influential towards consumer satisfaction and supposed for watchfulness sample total increase.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 09 May 2012 02:40
Last Modified: 09 May 2012 02:40
URI: http://eprints.umm.ac.id/id/eprint/4762

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