Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada Warung Retro Singaraja - ., Fadila Ramadhani; ., Ni Luh Wayan Sayang Telagawathi, S.E., M; ., Gede Putu Agus Jana Susila, S.E., MBA. (Jurnal Manajemen Indonesia, 2019)
Tujuan penelitian ini untuk memperoleh temuan eksplansif yang teruji tentang pengaruh (1) kualitas pelayanan dan kepuasan pelanggan terhadap loyalitas pelanggan, (2) kualitas pelayanan terhadap loyalitas pelanggan, (3) kepuasan pelanggan terhadap loyalitas pelanggan. Desain penelitian yang digunakan dalam penelitian ini adalah desain penelitian kuantitatif kausal. Subjek penelitian Warung Retro Singaraja dan objek penelitian ini adalah kualitas pelayanan dan kepuasan pelanggan. Metode pengumpulan data menggunakan kuesioner, yang kemudian dianalisis dengan menggunakan regresi berganda dengan uji asumsi klasik. Hasil penelitian menunjukkan ada pengaruh signifikan dari (1) kualitas pelayanan dan kepuasan pelanggan terhadap loyalitas pelanggan, (2) kualitas pelayanan terhadap loyalitas pelanggan, dan (3) kepuasan pelanggan terhadap loyalitas pelanggan pada kalangan Warung Retro Singaraja. Kata Kunci : kepuasan pelanggan, kulitas pelayanan,dan loyalitas pelanggan The present study aimed at analyzing the effect of (1) customers service quality and customers satisfaction on shaping customers loyalty, (2) customers services quality on shaping customers loyalty, (3) customers satisfaction on shaping customers loyalty. The research design used was quantitative causal research design. The subject of this research in the Warung Retro Singaraja and the object of this research are customers service quality and customers satisfaction on shaping customers loyalty. The data were collected through question are the analyzed through assumtions test. The result of the research showed that the there were significan effect on (1) customers service quality and customers satisfaction on shaping customers loyalty, (2) customers services quality on shaping customers loyalty, (3) customers satisfaction on shaping customers loyalty was in Warung Retro Singaraja keyword : customers satisfaction, customers services quality, customers loyalty