Pengaruh Quickserv, Service Experience, dan Customer Engagement terhadap Loyalitas Pelanggan Starbucks Deli Park Medan

Abstract

This research was conducted on Starbucks Deli Park Medan customers. This research aims to determine and analyze the influence of quickserv, service experience and customer engagement on customer loyalty at Starbucks Deli Park Medan. The population in this study were Starbucks Deli Park Medan customers. The number of samples in this research was 170 respondents using a purposive sampling technique. Data collection uses a questionnaire. The data collection technique in this research uses multiple linear regression analysis. The results of this research partially show that quickserv has a positive and significant effect on customer loyalty, service experience has a positive and significant effect on customer loyalty, and customer engagement has a positive and significant effect on customer loyalty. Simultaneously quickserv, service experience and customer engagement have a positive and significant effect on customer loyalty at Starbucks Deli Park Medan.