PERENCANAAN PELAYANAN UNTUK RESTAURAN FRIED CHICKEN

• Main Author: Mustapha, Benny
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/4888
• Institution: Institut Teknologi Bandung

<b>Abstract:<p align=\"justify\"> <br /> <br /> <br /> Fast economic growth develops consumer \'s awareness toward quality of products or services. Another factor that should be considered is the competition among the same business is getting stronger due to the establishment of new competitors. This condition brings the company, which provides the best services and customer\'s satisfaction to be the successful. <br /> <br /> In order to build good service quality that leads to customer\'s satisfaction, the company should identibi it\'s customers, as well as the customer\'s expectation from the product, identify the priority of the product\'s variables that give the opportunity for the customer satisfaction, identify the process that influence the those variables, and deliver the service to the customer. <br /> <br /> In the fried chicken restaurant business, there are four segments, which are; employee with medium income and consider service speed as the most important (53.4%), student with low income and consider restaurant\'s cleanness and hospitality as the most important (27.4%), employee with high income and consider bonus as the most important (12.3%), and government employee with middle income and consider bonus as the most important.