Abstract

Teko Healthy Resto is a restaurant that provides and sells a very healthy vegan food menu for people who want to learn about healthy vegan patterns for their daily lives. This study aims of this research is to find out whether there is an Effect of Service Quality and Product Quality on Customer Loyalty at Teko Healthy Resto, Medan. The purpose of this study was to determine whether there is an effect of service quality and product quality on customer loyalty at Teko Healthy Resto, Medan. The sample of this study were 99 customers who had made purchases from March 1, 2023 to March 15, 2023 at 10.00 to 15.00 W.I.B. using the incidental sample technique. Data analysis using multiple regression tests, while data processing uses the help of the SPSS application. The normality test results for the service quality, product quality and customer loyalty variables are 0.200 where the value is greater than the significant standard (α) = 0.05, so it can be stated that the data tested is normally distributed. The multicollinearity test results for each independent variable have a VIF value < 10 and tolerance> 0.1 so that there is no multicollinearity. The results of the heteroscedasticity test show the significance value between the independent variables and the absolute residual> 0.05 so that there is no heteroscedasticity. The correlation test results between service quality and customer loyalty are 0.348, product quality with customer loyalty is 0.422. The results of multiple linear regression are Y = 9.261 + 0.345X1 + 0.321X2 which means that every increase or increase in service quality and customer loyalty is 0.422.


Keywords: Service Quality, Product Quality, Customer Loyalty