UPAYA PENGENDALIAN MUTU HARUM MANIS BAKERY DALAM MENCIPTAKAN KEPUASAN PELANGGAN

Harum Manis is a bakery (bakery) located in Pringsewu, Lampung. This bakery has been established since the 1990's. This business started from a very small business, then over time and the growing innovation issued by Harum Manis Bakery makes this business growing and progressing. In addition, the thing that makes this store survive is the quality and service provided. Harum Manis always put quality in every product. So do not be surprised if this business still survive for more than 20 years. The purpose of this study is to analyze how the Harum Manis Bakery effort in maintaining the quality of its products for customer satisfaction. Based on sample determination method, the sample used is three respondents. From the results of analyzes conducted the quality of Harum Manis Bakery provided starting from the selection of materials, equipment used, cleanliness, price and taste significantly affect customer satisfaction. This study used qualitative research methods.