The Influence of Barista Interpersonal Communication on Customer Loyalty (Study on Coffee Memories Customers at Pondok Ranji Outlet)

Interpersonal communication is an important element in creating a more intimate and personal relationship with customers, so that it can influence the interest in buying products. Baristas not only play a role in providing services, but also act as active listeners, who are able to respond to customer needs and preferences in real-time. The purpose of this study was to determine the extent to which Barista interpersonal communication influences customer loyalty at the Pondok Ranji outlet Kopi Kenangan. The approach in this study is quantitative with a positivistic paradigm. Data analysis in this study used SPSS to measure the relationship between concepts. The independent variables (X) are five characteristics of interpersonal communication and the dependent variables (Y) are four main characteristics that characterize customer loyalty. The results of the study showed that barista interpersonal communication has a significant and positive effect on customer loyalty at Kopi Kenangan, with a regression coefficient of 0.536 and a correlation value of 0.726, proving that the relationship between interpersonal communication and customer loyalty is quite strong.