Pengaruh Kualitas Pelayanan Dan Kualitas Produkdi Brand Berbeda Terhadap Kepuasan Pelanggan (Studi Kasus Pada Konsumen Mc Donalds dan KFC)

The development of culinary business today has made a lot of progress so rapidly that it encourages increased competition between companies, especially in the field of fast food.In addition, the consumptive lifestyle of society is increasingly spreading, not only people who have a middle and upper economic level, but also the lower middle class.Of course this triggers the company to be the best among others. The purpose of this research is to determine the influence of variables consisting of: the influence of service quality and product quality on customer satisfaction.This type of research is descriptive quantitative with samples used as many as 153 respondents.Sample determination is selected for customers who have visited Mc Donald's and KFC.The results showed that (1) service quality variables have a positive and significant effect on Mc Donald's and KFC customer satisfaction variables, (2) product quality variables have a positive and significant effect on Mc Donald's and KFC customer satisfaction variables