Penelitian ini ditujukan untuk mengetahui bagaimana pengaruh Physical Environment, Food Quality, Costumer Orientation, Communication, Relationship Benefits, Price Fairness terhadap customer loyalty melalui Relationship Quality. Manfaat yang diperoleh dari penelitian ini adalah menambah ilmu pengetahuan dalam bidang manajemen khususnya seberapa pengaruh customer satisfaction hingga dapat meningkatkan customer loyalty yang hasil akhirnya akan meningkatkan pelangan Warunk UpNormal di Surabaya. This study aims to determine how the influence of Physical Environment, Food Quality, Customer Orientation, Communication, Relationship Benefits, Price Fairness on customer loyalty through Relationship Quality. The benefit obtained from this research is to increase knowledge in the field of management, especially how the influence of customer satisfaction is to increase customer loyalty, which in turn will increase Warunk UpNormal customers in Surabaya.