The Analysis Of Consumer Satisfaction Waroeng Steak & Shake Jl.Cendrawasih No.30 Yogyakarta

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The Analysis Of Consumer Satisfaction Waroeng Steak & Shake Jl. Cendrawasih No. 30 Yogyakarta
Indra Wahyu Dianto
Faculty of Economics, State University of Yogyakarta
indra99_purple@yahoo.co.id
Agung Utama, M.Si
Faculty of Economics, State University of Yogyakarta
ABSTRACT
This study aims to know the level of consumer satisfaction Waroeng Steak & Shake Waroeng Steak & Shake Jl. Cendrawasih No. 30 Yogyakarta based on Tangibles, reliability, responsiveness, assurance and empathy. This research is a quantitative study and a survey research. Data collection using questionnaires and documentation, while the data was analyzed by analysis of customer satisfaction index and Importance Performance Analysis. The results showed that: (1) a high level of customer satisfaction on service quality attributes as seen from tangibles, (2) the terms of reliability attribute indicates that the there is a high level of customer satisfaction on service quality,(3) the level of customer satisfaction on service quality in terms of responsiveness is still relatively moderate, (4) the level of consumer satisfaction on service quality in terms of a guarantee fall into the category of high satisfaction,(5) the assessment of the level of empathy attribute has a very high consumer satisfaction exceeds the expectations of consumers on the quality of service, (6) The level of customer satisfaction on service quality in terms of all aspects included in the level of satisfaction of customers who fall into the category of satisfaction index was satisfied with 80%.
Key words: Customer Satisfaction Index, Importance Performance Analysis.

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