JEFMS Journal

ABSTRACT:

This study aims to analyze the level of customer satisfaction in Lesehan Yani, Pantai Lesehan, Gianyar based on direct evidence, reliability, responsiveness, assurance and empathy. This research is a quantitative research conducted by survey method. The subjects of this study were consumers of SME Culinary Seafood, More Beaches, Gianyar. A sample of 75 people is calculated by the Yamane formula. Collecting data using interviews, questionnaires and documentation. Meanwhile, data analysis was carried out by analyzing the Customer Satisfaction Index and Importance Performance Analysis. In general, consumers are satisfied with the services of SME Culinary Seafood, More Beaches, Gianyar. The results of the data analysis showed that 74% of the respondents were very satisfied, 8% of the respondents were satisfied, and 18% of the respondents were dissatisfied, and (3) of the five attributes measured, in general on each attribute consumers feel very satisfied or very satisfied. at least satisfied, those who are dissatisfied are not. more than 25%. The attribute that gives the most satisfaction is responsiveness, followed by physical form, reliability, assurance, and empathy

KEYWORDS:

Consumer Satisfaction, Customer Satisfaction Index

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