PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN, DAN FASILITAS TERHADAP LOYALITAS PELANGGAN KEDAI OMAH DAMAR GRESIK

Abstract

Purpose- This study aims to test and prove the effect of product quality, service quality and facilities on customer loyalty for omah damar gresik cafe.

Method- This research uses a quantitative approach. The sample used in this study was 79 respondents and data collection was carried out by distributing questionnaires.

Finding- The results of this study are product quality and facilities have a positive effect on customer loyalty for omah damar Gresik cafe. while service quality has no effect on customer loyalty for omah damar Gresik cafe.

Implication- Product quality has a positive effect on customer loyalty at omah damar Gresik cafe. Facilities have a positive effect on customer loyalty for omah damar Gresik cafe. Meanwhile, service quality has no effect on customer loyalty at omah damar Gresik cafe. This study emphasizes that the effect on customer loyalty variables can be influenced by several variables such as product quality and facilities that have a positive impact on customer loyalty.

Keywords- Product Quality, Service Quality, Facilities, Customer Loyalty.