PENGARUH KUALITAS PELAYANAN CUSTOMER RELATIONS TERHADAP LOYALITAS PELANGGAN

(Survei pada pelanggan di Lanang Barbershop Cabang Jakarta Barat)

Abstract

This study aims to determine how much influence the Quality of Customer Relations Service Against Customer Loyalty in Lanang Barbershop Branch of West Jakarta. Using the S-O-R theory (Stimulus Organism Response). With the paradigm of positivism, quantitative approaches, and survey methods to obtain data. Data collection techniques were obtained by distributing questionnaires to 93 samples from 1420 Lanang Barbershop customer population in 5 (five) branches  of West Jakarta area. From the results of data using SPSS calculation tool shows a moderate correlation of 0,526 between Quality Customer Relations Service Against Customer Loyalty in Lanang Barbershop Branch of West Jakarta. Furthermore, in the coefficient of determination test can be concluded that the Quality of Customer Relations Service (variable X) has 27.7% effect on the Customer Loyalty of Lanang Barbershop West Jakarta Branch (Y variable), while the remaining 72.3% is influenced by other factors outside this research. Then after this research is done, the end result can be proved that H1 is accepted and H0 is rejected, seen from the significance of 0.000 <0,005, which means there is influence from Quality Customer Relations Service (variable X) to Customer Loyalty in Lanang Barbershop Branch West Jakarta (variable Y ).