Pengaruh kualitas pelayanan terhadap loyalitas konsumen O'Rock Eatery and Coffee Bandung

Abstract

The growth of the culinary in Indonesia has led to an increase in the number of entrepreneurs in the culinary industry, especially cafés. This causes the market segmentation of the culinary industry to become increasing widespreadly. The city of Bandung as the capital of West Java Province is one of the favorite tourist destinations in Indonesia, especially in the culinary industry. The increase of the culinary industry in Bandung has raised shifting patterns of consumption of food and drink whereby a person tends to be happy to consume food outside the house than at home especially workers or someone who was busy with activities outside the house. Consumers tend to be selective and looking for something practical in fulfillment of the daily needs. Based on the research title, the purpose of this research is to find out wether there is an influence of the quality of service for customer loyalty in rock eatery and coffee Bandung. The type of this research is associative with casual relationship, and the method used is a survey method. The sampling technique in this research was collected by incidental sampling techniques. The data collected through the questionnaire given to 100 respondents, and the data analysis techniques used was simple linear regression. From the results of research that has been done, service quality is included in good category. Based on the test of the coefficient determination and correlation analysis, service quality has a significant effect on customer loyalty of 57.8% with a correlation coefficient of 0.760 which is included in the strong category. Based on the respondents rating table, there are 3 statements of service quality with the highest rank that must be maintained, and there are 3 statements with the lowest ranking that need to be noticed and corrected regarding matters related to service quality so that O'Rock Eatery and Coffee can continue to become more progress and develop.