ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN PADA KENTUCKY FRIED CHICKEN CABANG PALEMBANG SQUARE MALL (Studi Kasus pada Mahasiswa Jurusan Administrasi Bisnis Program Studi Administrasi Bisnis)

The aims of this final report are to know about consumers satisfaction to service quality of Kentucky Fried Chicken Palembang Square Mall and which one the indicator that they should be increased. The techniques of collecting data are field research and study research. The analyze techniques of this data are quantitative and qualitative technique. Quantitative analysis techniques that used are the supposition average of the performance level and the expectation level. Based on the data, the consumers expectation are higher than the performance that they are given. So, the conclusion is consumers are not satisfied with the performance that has been given. There are some indicators are in the quadrant A that they should be increased and there are some indicators are in the quadrant B that they should keep. Keyword: Satisfaction, Quality, Performance and expectatio