WAHYUDIN , - (2013) ANALISIS KUALITAS PELAYANAN DI TINJAU DARI SEGI KEPUASAAN DAN HARAPAN DI KENTUCKY FRIED CHICKEN CABANG JL.AHMAD YANI DENGAN METODE SERVQUAL. Undergraduate thesis, UPN "VETERAN" JAWA TIMUR.
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Abstract
Analysis of service quality fast-food restaurant Kentucky Fried Chicken Surabaya in terms of satisfaction and Expectation. The development of the restaurant business in surabaya have provoked competition are very tight, where most of the businesses in charge in order to give the best service for consumers. Fulfilling the expectations of consumers will bring satisfaction to consumers and profits for business. This research was conducted to gauge consumer satisfaction and expectations as well as the gap the quality of service that occurred on a branch of Kentucky Fried Chicken Restaurant in jalan Ahmad Yani Surabaya using Servqual.. On a branch of Kentucky Fried Chicken Restaurant in jalan Ahmad Yani Surabaya there is a gap (Gap) between the level of satisfaction and the level of expectations of the consumers. The gap (Gap) primarily occurs on tangible dimensions and reliability. The gap (Gap) which occurs due to the service quality standards and the implementation of informal service.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | H Social Sciences > HF Commerce > HF5001 Business. Business Administration > HF5415.32 Consumer Behavior > HF5415.335 Consumer Satisfaction |
| Divisions: | Faculty of Industrial Technology > Industrial Engineering |
| Depositing User: | Fitri Yulianto |
| Date Deposited: | 28 Aug 2014 09:45 |
| Last Modified: | 28 Aug 2014 09:48 |
| URI: | http://eprints.upnjatim.ac.id/id/eprint/6234 |
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