Pengaruh Atribut Mutu Pelayanan Terhadap Tingkat Kepuasan Konsumen Pada Restoran Waralaba Mie Khangen Di Kota Depok.

Abstract

Mie Khangen Restaurant is one kind of local franchise restaurant which sells noodle based product. In order to raise competitiveness, since 2010 years Mie Khangen Restaurant has been continously innovating and struggling to incresase its quality service which is given to its customer. The methods which are used are Descriptive Analysis, Importance-Performance Anarlysis (IPA) method and Customer Satisfaction Index (CSI) method. In order to process data, Microsoft Excel and Software Statistical Package for Social Science (SPSS) versi 22.0 are used. Based on the result, 60% of Mie Khangen Restaurant customers is female, while 40% other is male. Customer’s age range is between 21-30 years old. The IPA analysia result, show 18 atributtes which are considered important by customer and affect restaurant performance, also there are two attributes which become top prority for quality service improvement. Analyssis CSI result, shows customer satisfication index to quality service performances with amount 80,84 %, therefore customers are concluded as satisfied with the given quality service atributtes by Mie Khangen Restaurant.