Pustaka Ilmiah Universitas Padjadjaran

Abstrak

Gambaran Kepuasan Pelanggan Berdasarkan Kualitas Pelayanan Hema Resto Kemang Pratama di Bekasi

Customer satisfaction is the key success of business forms. Described using the model of the S-O-R-C, concepts used in this study is the concept in Customer Satisfaction in Service Quality developed by Zeithaml, Parasuraman, & Berry enhanced by the characteristics of the food, service, and atmosphere based on the research by William Kasapila. This research is a descriptive study with an independent variable. This study aims to see the customer satisfaction perceived by customers. This research method is a survey using accidental sampling and obtained a sample of 100 people. The study states that the greatest customer satisfaction (66%) on the characteristics of the food. In general, respondents felt satisfied with the dining experience.