Customer Satisfaction towards Service Quality Provided by Disabled Employees at KFC Sentul

ABSTRACT

The study was conducted to investigate the relationship between disabled employee and customer satisfaction and to examine customer satisfaction towards service provided by the disabled employee using a sample of 384 structured questionnaires gathered from customers that experience the KFC Sentul services. The outcomes of Pearson correlation showed two important positive findings: firstly, the more responsive the service provided by disabled employees, the greater the level of customer satisfaction. Secondly, the more reliable the service provided by disabled employees, the greater the level of customer satisfaction. This result confirms that there is a significant relationship between service quality provided by disabled employees and customer satisfaction. To explain customer satisfaction better, it may be important to look at other service quality dimension or seek better measures of the constructs.The implications from this research is the other foodservice organizations will hired disabled employees as one of their staff because customer satisfy with their service and do not care about employee disabilities but more care in how service is deliver to them.

Notes: This is the first research that I do with Siti Rohana and Ahmad Rasydan. While it is not get good grade because we only get B, but it gave us more experience in doing research. How difficult to get an information from the people, communicating with them and others. Big thanks to the lecturer and adviser, Mr. Mushaireen Musa and all group members for the cooperation..