摘要：Customer satisfaction is one determinant of customer loyalty. If customer loyalty is formed, then the companys profitability and revenue growth will be assured. Customer satisfaction is our goal as well as a marketing tool for corporations, if the customer was satisfied he will tell colleagues, friends or family about the experience and / or related service companies. And customer service or customer satisfaction, highly correlated with creativity. Creativity enables services organizations to handle and solve problems that are or will be faced in daily business practices. Scientific Writing is entitled Analysis Of Customer Satisfaction Restaurant Sam Mba simpler. In this analysis covered five dimensions of service quality determinants that influence consumers of the reliability analysis, is the ability to perform the promised services accurately and reliably. Belief is the knowledge and courtesy staff to provide trust and confidence to our consumers for the services provided. Empathy is a prerequisite for care giving personal attention to customers. While the intangible dimension of physical appearance, equipment, personnel, and communications media in providing services. Using Cartesian diagram analysis, which shows that from the fifth dimension, that the factors that felt very satisfying contained in Quadrant B are opened at 6:00 hours and 21:00 hours closing, delivery services at the time of ordering catering menu, prices offered by each cooking menu, preparing food according to your order. Factors considered to customers is very important but there is still not satisfactory performance in Quadrant A is being friendly and polite waitress, taste the food.
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