ABSTRACTION

Sri Wahyuningsih, 17212132

ANALYSIS OF FACTORS AFFECTING THE SATISFACTION OF CUSTOMER SERVICE USERS WARNET (CASE STUDY IN BEKASI WARNET BZONE NORTH)

PI. Department of Management, Faculty of Economics, University Gunadarma, 2015

Keywords: customer satisfaction, service, figuring Bzone

(Xiii + 60 + appendix)

Consumer satisfaction is a statement that what is acquired or deemed a person in accordance with what is expected, in other words the results obtained in accordance with the sacrifices incurred.

Scientific writing, entitled Analysis of Factors Affecting Customer Satisfaction Service User figuring Bzone North Bekasi aims to determine the level of customer satisfaction with the quality of services provided cafe Bzone. To know the results of this research was conducted on 50 respondents by distributing questionnaires and analysis tools Validity, reliability test, Chi Square method (Chi Square) and the Likert method.

While using Chi Square can be concluded that the value of calculating chi square = 47.80 is greater than the value of chi square table = 26.29 then Ho is rejected and Ha accepted which means consumers are satisfied with the quality of services provided by the cafe Bzone.

Bibliography (2000-2009)