文章基本信息

标题：CUSTOMER SATISFACTION ANALYSIS OF A&W RESTAURANTS SERVICE AT PASAR BARU
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作者：Rizki Rasmita ; S. Tiwi Anggraeni
期刊名称：Faculty of Economics
出版年度：2007
卷号：0
期号：0
语种：English
出版社：Faculty of Economics
摘要：ABSTRACT :Satisfaction is a feeling of joy or disappointment that is received by someoneafter receiving the service. The background of this study is the competition hasincreased. If some companies want to survive from these areas, keeping theconsumer satisfaction in service is very crucial. The purpose of this research isto find out the level of customer satisfaction in A & W Restaurants New Market.In this analysis will discuss five critical dimensions that affect the quality ofcustomer service; analysis of reliability, confidence, responsive, empathy andtangible. By Chi-Square analysis count, 23.6603253 greater than 23:54 by thesquare of tables 90% confidence level. So reject Ho and Ha accepted.Consumers that A & W Restaurants New Market was satisfied with the serviceprovided.