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PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN RESTORAN DUSUN BAMBU

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ABSTRACT THE INFLUENCE OF QUALITY OF SERVICE AND CUSTOMER SATISFACTION TOWARD CUSTOMER LOYALTY RESTAURANT BAMBOO VILLAGE Written by: Elisa Natalia Panjaitan NIM: 1331034 In this research, the reseacher take the title of "The Influence of the Quality of Service and Customer Satisfaction Toward Customer Loyalty" study was to know the influence of the quality of service and customer satisfaction toward customer loyalty in the restaurant of the village bamboo. Methods used in this research was descriptive in nature with the technique of questionnaire respondents 100 against the customer. To process data obtained from customer data, then researchers use data statistics and SPSS software. The sample in this research was the research respondents customers from Bamboo Village restaurant. The research results showed that Pearson Coeficient Corelation obtained correlation of r = 0554 significant relationships between quality of service and customer satisfaction toward customer loyalty as seen from the pvalue 0000 < 0.05 means that Ho was rejected and the Ha are received. contributions to the quality of service and customer satisfaction in affecting change on customer loyalty was of 30.7% and the rest was affected by other factors that are not ditelit in this study. Keywords: service quality, customer satisfaction and customer loyalty