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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA RESTORAN KAMPUNG DAUN

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ABSTRACK THE INFLUENCE OF SERVICE QUALITY ON COSTUMER LOYALTY AT RESTORAN KAMPUNG DAUN Written by : Nemsi Kristi Limbong NIM :1631037 This research uses the descriptive research method, with a questionnaire technique to 40 respondents of Kampung Daun Restaurant customers. To process the data obtained from the company, this study uses statistics by processing data using statistical formulas Simple correlation coefficient test, significant test (t test) coefficient of determination analysis, simple linear regression analysis and SPSS software.The results showed the results of Correlation Coefficient Analysis of service quality (r) = 0.809 means it has a strong relationship with customer loyalty. Based on the column significant degrees of freedom (n-2) with α = 0.005 count> table (8.483> 2.024394) therefore H0 is rejected and Ha is accepted, namely there is a positive relationship between service quality and customer loyalty. Determination coefficient test results obtained 65,4% service quality and the remaining 35,6% is influenced by other factors outside this study. Simple regression results by = -0,130 + 1,011X This means that without the quality of customer loyalty services already exist for -0,130 and if the quality of service rises by 1 unit, customer loyalty rises by 1,001 units. Keywords: Service Quality, Costumer Loyalty