ANALYZING THE SERVICE QUALITY OF CHICKEN-STORY AT SEVERAL OUTLETS

Cases Study : Branch of Pondok Indah, Semanggi and Citraland

Abstrak

The purpose of this study is to find out the quality of service in each outlet, through spreading the questioner to the chickenstory’s customer, by asking about quality of the service including product and hospitality. This research process is using only 3 sample outlet which is represent their own characteristic SES customer’s type in each outlet. The conclussion are Pondok Indah outlet is the one which has the highest point for customer’s satisfaction than  2 others outlet, while female customer has better perception about Chicken Story’s service rather than male customer.And also female customer has more preference to Chicken Story’s service and product rather than male customer. Through this research, the writer also figure out that Pondok Indah outlet is the youngest outlet rather than two others (Plaza semanggi and Citra Land. Since pondok Indah is the newestt outlet the facility and equipment are still new, so they can produce the product much better than other outlet which has old equipment and facility, beside concistancy of the service and human resource are also important factor. For Creating concistancy of the service quality and high service level, all Chicken Story team must have one perception about service  level. Those conclussion statement could be applicated by execute some training and development programme to the whole team concistantly.  At the end the customer could figure out their good perception concistantly, and make them back to the outlet time after time to make transaction in the restaurant.