ANALISIS KEPUASAN KONSUMEN RESTORAN CEPAT SAJI KENTUCKY FRIED CHICKEN (KFC) CABANG KOTA PALEMBANG

Abstract

Service has the great potential in forming the perceptions and attitudes of consumer to
obtain satisfaction. Customer satisfaction level is determined from type of product and service that
will be able to be worth selling if continuously gets sales increased.
Customer satisfaction factor be the essential element in long-term success especially in
franchise companies which working in fast food area. To be an effective fast-food company so the
company needs to make deliveries consistent, on time, food quality and the total service. Kentucky
Fried Chicken Palembang branch has the standard of service quality especially for officer who
directly interacts with consumers by making some rules in accordance with the concept of service
quality. Result of data analysis shows there is effect between services to customer satisfaction in
KFC Palembang branch.