Customer Satisfaction and Quality of Service at KFC Kupang

DOI

10.2991/aebmr.k.211124.098How to use a DOI?

Keywords

Customer satisfaction; Kupang city; Service quality

Abstract

Because it’s cheap, quick, and convenient, fast food has become a way of life for many people. Kentucky fried chicken is one of the many fast-food establishments in Kupang City (KFC). KFC, which has three locations in Kupang City, is the subject of this investigation. Customer satisfaction at KFC Kupang City was examined as a result of this research. This study employs quantitative methodologies in its investigation. All KFC consumers in Kupang City were included in this study, conducted in three different parts of the city. A total of 100 persons participated in this research. The classical assumption test, multiple regression test, t-test, f-test, and coefficient of determination test were utilized in the data analysis. – In Kupang City KFC, Physical Evidence, Concern, and Responsiveness have no significant effect on Consumer Satisfaction, whereas Reliability and Assurance have a substantial effect on Consumer Satisfaction. This indicates that service quality elements such as Physical Evidence, Concern, and Reliability substantially impact customer satisfaction in Indonesia based on the simultaneous test findings. KFC in the city of Kupang.

Copyright

© 2021 The Authors. Published by Atlantis Press International B.V.

Open Access

This is an open access article under the CC BY-NC license.

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TY  - CONF
AU  - Aryanto Mengi Dju Bire
AU  - Ronald P. C. Fanggidae
AU  - Antonio E. L. Nyoko
PY  - 2021
DA  - 2021/11/25
TI  - Customer Satisfaction and Quality of Service at KFC Kupang
BT  - Proceedings of the 6th International Conference on Tourism, Economics, Accounting, Management, and Social Science (TEAMS 2021)
PB  - Atlantis Press
SP  - 678
EP  - 683
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.211124.098
DO  - 10.2991/aebmr.k.211124.098
ID  - Bire2021
ER  -