Pengaruh Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Rumah Makan Pecel Ayam Pok-Pok Sidodadi Bangau Sakti Panam Pekanbaru

Kurniawan, Ardy (2020) Pengaruh Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Rumah Makan Pecel Ayam Pok-Pok Sidodadi Bangau Sakti Panam Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

The Effect of Service Quality and Customer Satisfaction on Loyalty The customer of the Pok-Pok Sidodadi Bangau Sakti Chicken Pecel Restaurant Panam Pekanbaru BY: Ardy Kurniawan In the business process, customers want to be served well merchants and customers will feel satisfied if the desire or hope fulfilled when buying and feeling a product or service that is perceived purpose This study is to determine the quality of service, the level of customer satisfaction and customer loyalty. The method used is Purpasive Non Probability Sampling. Statistical testing using descriptive data analysis and quantitative analysis using multiple linear regression coefficient equations, The correlation coefficient and the coefficient of determination with the help of SPSS 22 software which is used in the Windows computer operating system and the object of research by collecting data using a questionnaire of 100 respondents. Results Research shows that service quality variables have an influence most dominant on customer loyalty at the Pecel Ayam Restaurant Sidodadi Pokau Sakti Panam Pekanbaru.

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