Pengaruh Quick Service dan Customer Experience terhadap Loyalitas Pelanggan (Studi pada Pelanggan Chatime Ruko S Parman Medan)

Abstract

This study aims to determine the effect of Quick Service and Customer Experience on Customer Loyalty (Study on Chatime Customers S Parman Shophouse Medan). This research is associative research with the type of data used is quantitative data. The data used was obtained from surveys conducted to Chatime Ruko S Parman Medan customers during the research period. The analysis method used is descriptive analysis and multiple linear regression. The population of this study were customers of Chatime Ruko S Parman Medan. The sample in this study amounted to 150 people. The results showed that the regression equation model between the independent variables, Quick Service and Customer Experience, had a simultaneous influence on the dependent variable, namely customer loyalty. Partially, the Quick Service variable has a positive and significant effect on customer loyalty and the Customer Experience variable has a negative and significant effect on customer loyalty at Chatime Ruko S Parman Medan customers.