Analysis of Consumer Satisfaction Levels in Several MSMEs in Medan City

Abstract

This study aims to analyze the level of consumer satisfaction with services and products at Queen Boba, Mielitan and Bus Intra. Data collection was carried out through interviews and distributing questionnaires to 30 respondents at each business, so that the total respondents were 90 respondents. This study is descriptive quantitative. Data analysis was obtained from the frequency using the SPSS program. The results of the study showed that in general respondents stated that they were satisfied with the services and products provided by Queen Boba, Mielitan and Bus Intra, but some respondents stated that they were dissatisfied with Queen Boba, Mielitan and Bus Intra. This shows that the MSMEs studied must really know the factors of consumer satisfaction. After knowing the factors of consumer satisfaction, it is hoped that the MSMEs studied can implement them so that the business that is built continues to exist amidst increasingly tight competition.