ABSTRAK

Baseball Food Court UNESA adalah penyedia makanan untukcivitas akademika UNESA kampus ketintang. Tujuan penelitian ini yaitu untuk mengetahui tingkat kepuasan konsumen terhadap produk atau jasa yang diberikan manajemen Baseball Food Court. Penelitian ini bertujuan untuk mengetahui faktor yang melatarbelakangi tingkat kepuasan konsumen di Baseball Food Court. Penelitian dilakukan secara deskriptif dengan observasi terhadap 3 (tiga ) faktor yang meliputi kualitas pelayanan, produk dan harga. Analisis data dilakukan dengan presentase dan selanjutnya di analisis secara deskriptif ( narasi ).

Hasil penelitian menunjukan bahwa kualitas pelayanan memuaskan  sebesar 51%, kualitas produk memuaskan sebesar 68,5% dan harga memuaskan sebesar 57%. Dengan hasil yang didapat, maka pihak pengelola food court dapat meningkatkan kualitas pelayanan yang diberikan khususnya dalam hal lingkungan fisik ( fasilitas ) Baseball Food Court.

Kata Kunci : Tingkat Kepuasan Konsumen, Baseball Food Court.

ABSTRACT

    UNESA Baseball Food Court is a provider of food for the UNESA campus academic community in Ketintang. The purpose of this research is to study the level of consumer satisfaction with the products or services provided by Baseball Foodcourt management. This study discusses the factors underlying the level of consumer satisfaction in the Baseball Food Court. The study was conducted descriptively by observing 3 (three) factors which included service quality, product and price. Data analysis was performed with a percentage and then analyzed descriptively (narrative).

Based on the results showed that satisfactory service quality by 51%, satisfactory product quality by 68.5% and satisfactory prices by 57%. With the results obtained, the food court manager can improve the quality of services provided specifically in terms of the physical environment (facilities) of Baseball Food Court.

Keywords : Customer Satisfaction, Baseball Food Court.