The Influence Of Service Quality Dimensions On Customer Loyalty With Customer Satisfaction As An Intervening Variable

Abstract

This study aims to determine the effect of the dimensions of service quality on customer  loyalty at the coffee shop, with customer satisfaction as the intervening variable. The  research method used in this study is a quantitative method by giving questions to a number  of respondents using a questionnaire on the form (google form). The results of this study  show that the responsiveness and empathy variables have a direct and significant influence  on customer satisfaction at the Laju Coffee shop and this study also proves that the customer  loyalty at Laju Coffee Shop is also influenced by the customer satisfaction.