PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA RESTORAN PIZZA HUT BASKO DI KOTA PADANG

Abstract

This study aims to determine the effect of Service Quality on Customer Loyalty Against Pizza Hut Restaurant In Basko Padang . The sample in this study is that consumers who shop at a pizza restaurant in HUT Basko Padang totaling 140 respondents . The sampling technique was purposive sampling . The type of data used is primary data through questionnaires . Data analysis method used is multiple linear regression analysis . Hypothesis testing using t-test statistical test to prove the effect of independent variables on the dependent variable partially or individual .
The results of this study found that the reliability , responsiveness and insurance positive and significant effect on customer loyalty at Pizza Hut Restaurant In Basko Padang while physical evidence and Empathy are not positive and significant effect on customer loyalty at Pizza Hut Restaurant Basko In the city of Padang.
Keywords : quality of service , customer loyalty