HUBUNGAN ANTARA EMOTIONAL INTELLIGENCE, KUALITAS LAYANAN, KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN PADA KARYAWAN KEDAI MAKANAN DAN MINUMAN

Abstract

This study aims to examine the relationship between emotional intelligence, service quality, customer satisfaction, and customer loyalty among food and beverage store employees. It is hoped that this research can contribute to the theory/scientific management of human resources and also improve the quality of services in the food and beverage industry sector. Data collection in this study used an online questionnaire survey method which was carried out once. With a total of 35 respondents to be reached. The technique of determining the sample using purposive sampling method. This research produced several findings, the first result shows that emotional intelligence affects the quality of services provided. The second result shows that emotional intelligence has no positive effect on customer satisfaction. The third result is that service quality has a positive effect on customer satisfaction. The fourth result is that service quality has a positive effect on customer loyalty. The fifth result is that customer satisfaction has positive effect on customer loyalty.