| dc.description.abstract | Throughout the year 2016, the growth of the value of the food and beverage industry
is more stable because it is driven by sales volume. Investment from 2015 to 2016 in this
field increased by 16% by Rp 43 trillion, thus opening up huge opportunities and with the
population reaching more than 250 million people. Indonesia is a lucrative market for food
and beverage manufacturers, as well as its counterpart industry. (Www.tribunnews.comdiund
on 21 September 2016) .. J.Co Donut & Coffee was founded by one of Indonesia's original
salon entrepreneur named Johnny Andrean. The idea to establish J.Co Donut & Coffee started
from the habit of Johnny who often travel business to the United States.
This research is aimed to analyze the influence of Service Quality, Customer
Satisfaction, Customer Value, and CRM Quality to Customer Loyalty from J.Co customer in
Surabaya. The sample used in this study is in men and women aged 18-60 who live in the city
of Surabaya a number of 135 respondents who have consumed J.Co product is also more
specific here, that is by consuming minimum product J.Co twice In the last three months. For
processing and analyzing data in this research is by using SPSS as a software to process data.
The analysis result shows that Statistical product and service solutions (SPSS) with software
22.0 as softwere to process data.
These empirical findings indicate that the Service Quality relationship has an influenc
e on CRM Quality with regression coefficient of 0.152. Customer Satisfaction has an influenc
e on CRM Quality with regression coefficient of 0.445. Customer Value has an influence on
CRM Quality with regression coefficient of 0.152. CRM Quality has an influence on Custom
er Loyalty with regression coefficient of 0.669 | en_US |
