Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan (Studi pada Rumah Makan Retno Kota Blitar)

This research was conducted to know the influence level of the quality of service towards Retno restaurant's customer' loyality in Blitar. The Free variable in this research were direct evidence tangible (X1), reliability (X2), responsible (X3), assurance (X4), and empathy (X5), beside it bundle variable is customer's loyalty (Y). Based on this research, the conclusion was partially and simultaneously, there is a positive influence quality of service towards the customers' loyalty. On the other hands, empathy is dominant variable to influence the Retno Restaurant customers' loyalty in Blitar. Key Words: service quality, customer's loyalt