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Pengaruh Kompetensi Sumber Daya Manusia Terhadap Kepuasan dan Loyalitas Konsumen (Studi Kasus Kedai Kopi Titik Labuh)
The purpose of this study was to determine the effect of human resource competence on consumer satisfaction and loyalty at the Titik Labuh Coffe Shop. This study uses quantitative descriptive methods with data analysis tools using SEM (Structural Equation Molding), a set of statistical techniques that allow testing a series of relatively complex relationships simultaneously. There are three variables tested, including competency, satisfaction and loyalty. Directly, Competence has a positive and significant effect on satisfaction, the relationship between competence and loyalty is a positive but not significant relationship, while customer satisfaction has a positive effect on loyalty. Keywords: Competence, Satisfaction, Loyalty