PENGARUH KUALITAS LAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN (STUDI KASUS PADA RESTORAN FAST FOOD PIZZA HUT DI JAKARTA SELATAN)

Abstract

The purpose of this study was to examine whether there is the influence of service quality and customer satisfaction to customer loyalty. Data obtained from 100 respondents Hut pizza. This analysis was conducted to test the regression coefficients jointly or simultaneously (F test), the test individually or partial regression (t-test), analysis of determination (R2) and regression testing. The results of this study indicate that the value of R 2 0, 384, which means a 38.4% customer satisfaction variables explained 38.4% of Tangible influenced by variables (X1), Reliability (X2), responsiveness (X3), Collateral (X4), Empathy (X5), Satisfaction and the rest influenced by other factors. While the effect of satisfaction on loyalty of 0, 121 or 12.1%. Keywords: quality of service, satisfaction