PENGARUH RELATIONSHIP MARKETING, SERVICE QUALITY DAN FASILITAS TERHADAP LOYALITAS PELANGGAN (Studi kasus pada Kedai Kopi Sor Sawo Ponorogo)

The development of the coffee shop business in Ponorogo is currently increasing, almost all over the city we can find coffee shops. The existence of a coffee shop for young people is an alternative to take advantage of free time, study or other purposes. The existence of a coffee shop or coffee shop that continues to increase makes the competition in this business market even tighter. This study goals to examine and determine how the influence of Relationship Marketing, Service Quality and Facilities on Customer Loyalty (case study at Sor Sawo Ponorogo Coffee Shop). This research uses quantitative research. The data collection in this study is primary data obtained from the distribution of questionnaires. The total sample is 100 people, with a sampling technique that is accidental sampling. The results showed that: (1) Relationship Marketing had a positive and significant effect on customer loyalty at the Sor Sawo Ponorogo coffee shop. (2) Service Quality has a positive and significant effect on customer loyalty at the Sor Sawo Ponorogo coffee shop. (3) Facilities have a positive and significant effect on customer loyalty at the Sor Sawo Ponorogo coffee shop. (4) Relationship marketing, service quality and facilities simultaneously have a positive and significant effect on customer loyalty at Sor Sawo Ponorogo coffee shop.