Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Pada Kentucky Fried Chicken Mongonsidi, Medan)

Abstract

Quality of service is one of the most important factors in creating customer satisfaction. Quality service will definitely be able to meet customer needs in accordance with the expected customer. Kentucky Fried Chicken restaurant is one of the fast food restaurants that have been growing rapidly and has extensive business network, using quick and precise service system to serve the customer to provide maximum value so that customers will feel the satisfaction compared to other places. Formulation of the problem in this study is whether the effect of service quality to costumer satisfaction Kentucky Fried Chicken Mongonsidi Medan and how much influence the quality of service to customer satisfaction Kentucky Fried Chicken Medan. As for the purpose of this study was to determine the effect of service quality on customer satisfaction and determine how much influence the quality of service to customer satisfaction Kentucky Fried Chicken Mongonsidi Medan. Forms of research used in this research is correlational using a quantitative approach. Method of data collection is done through observation, interviews, questionnaires, literature study and documentation study. Sampling technique used in this research is purposive sampling. The authors took a sample of 100 respondents. Data processing techniques using SPSS 16.0 software. Based on hypothesis test obtained a positive value of 0,000. This means that a significant difference between the quality of service to customer satisfaction with the level of influence of 42,6% and the remaining 57,4% is influenced by other factors, so the hypothesis states there is influence between the quality of service to customer satisfaction in the Kentucky Fried Chicken Mongonsidi Medan can be accepted.