ANALISIS KUALITAS PE]AYANAN JASA PADA KFC JL. SOEPRAPTO KOTA BENGKULU

Bachri, Syamsul (2014) ANALISIS KUALITAS PE]AYANAN JASA PADA KFC JL. SOEPRAPTO KOTA BENGKULU. Management Insight, 8 (1). pp. 80-93. ISSN 1978-3884

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Abstract

The objective of this research is to determine the service quality thn delivered by KFC JL Soeprapto Bengkulu City are reviewed based on application E,'Quality Function deployment (QFD). The type of research is field survey. This researck primer data and secondary data obtained by deploying a number of questionnaires tp consumers and conduct interviews with the management of KFC fl. Soeprapta Bengkulu city. Sampling method was done accidental random sampling technique b1"giving questionnoires to consumers which has at least 2 times to visit and feel the service from KFC Jl. Soeprapto Bengkulu city. A questionnaire ri:as distributed by 40 respondents from KFC fi. Soeprapto Bengkulu city and Bengkulu 40 respondents to the CFC. The method of analysis used is the method of QFD (Quality Function Deployment)using the 5 dimensions of service quality, there are physical evidence (tangibles), reliability, responsibility, assurance, and empathy. The results showed that the overail quality of seruices KFC lL. Soeprapto Bengkulu cigt has been good, but the dimensions oJ'empathy was considered suficientby the consumer.

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