The influence of service quality towards customer loyalty at Coffee Loca Medan

Julianatan, Julianatan (2020) The influence of service quality towards customer loyalty at Coffee Loca Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This research was conducted at Coffee Loca Medan. In this study, find out how the influence of Service Quality Towards Customer Loyalty at Coffee Loca Medan, The theory used in this study relates to the theory Service Quality and Customer Loyalty. In this study, the method used by the author is a quantitative analysis method. The population is 248 consumers Coffee Loca Medan while the sample is 71 consumers Coffee Loca Medan.The type of data used in this study are primary data and secondary data. The results of the partial test can be explained that tcount (8.221) > ttable (1.995) and a significant value of 0.000 <0.05, then “Ha is accepted and Ho is rejected”, namely: Service Quality has influence toward Customer Loyalty at Coffee Loca Medan. R square value of 0.495, this means 49,5% of the t Customer Loyalty (Y) variable which can be explained by the Service Quality (X) variable while the remaining 50,5% is explained by other variables which was not used in this research. The conclusion of this study is that Service Quality has influence toward Customer Loyalty at Coffee Loca Medan./ Penelitian ini dilakukan di Coffee Loca Medan. Penelitian ini dilakukan untuk mengetahui pengaruh kualitas pelayanan terhadap loyalitas konsumen di Coffee Loca Medan. Teori yang dipakai di penelitian ini berhubungan dengan teori kualitas pelayanan dan loyalitas konsumen. Di penelitian ini, cara yang dipakai oleh peneliti adalah metode kuantitatif. Populasi di Coffee Loca adalah 248 konsumen dan Sampel nya 71 konsumen.Tipe data yang dipakai dalam penelitian ini adalah data primer dan sekunder. Hasil dari tes partial tcount (8,221)> ttable (1,995) dan of 0,000 <0.05, lalu "Ha diterima dan Ho ditolak", dinamakan: Kualitas pelayanan memiliki pengaruh terhadap loyalitas konsumen di Cofee Loca Medan. R square value adalah 0.495, yang artinya 49.5% dari Loyalitas Konsumen (Y) dapat dijelaskan oleh Kualitas Pelayanan (X) dan sisanya 50.5% dijelaskan oleh variable lain yang dipakai di penelitian ini. Kesimpulan dari penelitian ini adalah Kualitas Pelayanan memiliki pengaruh terhadap loyalitas konsumen di Coffee Loca Medan.

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