Analysis of consumer's perception toward quality of service at Mc Donald's Surabaya Plaza

W, Tommy Harianto and , Yulijanto (1996) Analysis of consumer's perception toward quality of service at Mc Donald's Surabaya Plaza. Diploma thesis, Petra Christian University.

Abstract

Goods and services industries have rapidly developed, tight competition is unavoidable. Technology and systems amazingly develop in all fields and cause greater selectivity to consumer products or services. Through good service quality a marketer will get good consumer perception. Finally it will cause increase of sales rate. By seeing the market share of Me Donald's, the writers realize how concerned Me Donald's manages its product and service. In this matter there should be a hypothesis toward service quality of Me Donald's. In order to answer that kind of hypothesis, the writers make a kind of research to analyse data which are collected from selected respondence based on its target population, then calculated by using descriptive statistic examination. The variable is consumer's perception toward service quality of Me Donald's in Surabaya Plaza. The sub-variables are five dimensions (Tangible, Reliability, Responsiveness, Assurance, Emphaty). Furthermore, this paper would be beneficial for who wants to know further information about consumer's need. A good concern toward service quality will surely help to attract consumers, to improve market share, to intensify marketing and to win the complex competition.

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