Service Quality and Customer Loyalty of Aznebo Restaurant in the Babak District

Abstract

This paper envisioned to determine the relationship of service quality and customer loyalty of Aznebo Restaurant in Babak. The study was conducted in the year 2019. The study employed a quantitative non-experimental design, particularly a descriptive-correlation technique. A total of 400 respondents as the sample size of the study, all are a customer of Aznebo restaurant determined through Raosoft, an online sample size calculator. The study discovered that responsiveness, tangibles, and empathy on service quality dimensions have the highest mean, which was described as high, and the overall service quality was also high. In addition, customer loyalty is also high. The findings also depicted service quality, and customer loyalty has a significant relationship. It finally revealed that service quality has a positive relationship with customer loyalty.