Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pelanggan terhadap pelayanan di Restauran Cepat Saji KFC Tarakan. Penelitian ini dilaksanakan terhadap pelanggan Restauran Cepat Saji KFC Tarakan. Penelitian ini merupakan penelitian kuantitatif deskriptif dengan mendeskripsikan atau menggambarkan tentang tingkat kepuasan pelanggan terhadap pelayanan. Jumlah sampel penelitian 150 pelanggan Restauran Cepat Saji KFC Tarakan. Analisis data menggunakan Importance Perfomance Analysis (IPA) dan Customer Satifaction Index (CSI). Hasil penelitian menunjukkan atribut yang perlu diperhatikan Restauran Cepat Saji KFC Tarakan untuk memenuhi kepuasan pelanggannya adalah Kuadran yang terdiri dari Karyawan berpenampilan bersih dan rapi, Menu makanan dan minuman yang disajikan diolah dengan higenis, Kemampuan yang dimiliki karyawan dalam menyajikan pesanan. Secara keseluruhan konsumen merasa puas terhadap kinerja kualitas pelayanan di Resatauraan cepat saji KFC Tarakan berdasarkan metode perhitungan Customer Satifaction Index (CSI) yang mencapai nilai 79,1%. dalam rentang skala 0,66 – 0,80%.

This study aims to determine the level of customer satisfaction with service at The Fast Food Restaurant KFC Tarakan. This study was conducted to Makassar Town Square KFC customers who have more than one transaction. This research is quantitative descriptive describe or depict about the level of customer satisfaction with the service. Total sample of 150 customers The Fast Food Restaurant KFC Tarakan. Analysis of data using Importance Performance Analysis (IPA) and Customer Satifaction Index (CSI). The results showed the attributes that need to be The Fast Food Restaurant KFC Tarakan to meet customers' satisfaction is the quadrant consisting of Employees look clean and tidy, the food and beverage menu is served with hygienic, the ability that employees have in presenting orders. Overall, consumers were satisfied with KFC Tarakan's fast service quality performance based on the Customer Satifaction Index (CSI) calculation method which reached a value of 79.1%. in a scale range of 0.66 - 0.80%.