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Comparison Between D\'besto and KFC Using Customer Satisfaction & Loyalty
M. Ibrahim Shibghaturrahman (2018) | Skripsi | Manajemen
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Food is one of the primary needs of every human who absolutely must be filled. Surely the food consumed must be healthy and good for the body. Associated with the business world, many businessman are aware of this need, so that so many businessman who have business in the field of culinary, one of them in the fast food segment. So many fast food companies in Indonesia, be it international companies like KFC, and local like D\'Besto. In the increasingly fierce competition between national and international companies, each company must be able to provide the best service, then have a good quality product so that customers who consumed their products are satisfied with what they buy. The purpose of this study is to measure customer satisfaction and loyalty on fast food companies D\'Besto and also KFC, then compare the existing satisfaction and loyalty. This research uses 5 variables namely service quality, food quality, perceived value, customer satisfaction, and customer loyalty. And the research method used is descriptive analysis, regression analysis using SPSS 20 to know the performance of each company and then identify what needs to be improved and maintained. Keywords: Customer Satisfaction, Loyalty, Comparison, D'Besto, KFC.