The Influence of Service Quality and Facilities on Customer Satisfaction and Loyalty of Blue Residence’s Boarding Room, West Jakarta

Blue Residence Kos is a boarding house in West Jakarta. This business has been going on for long time and over time, the owner also needs to consider potential risk of being lonely due loss attractiveness house. high customer turnover rate many rooms are found be unoccupied. For this reason, it necessary control quality services provided facilities. study examines effect service satisfaction loyalty boarding. It proven that influenced by Customer affected variable facilities significantly both variables affect simultaneously 63.9%. not costing facilities, but services. Simultaneously, these two 72.5%. regression formula Y1 = 1.379 + 0.423 X1 0.500 X2 Y2 -3.178 0.204 0.775 X2. Researchers propose improvements with QFD method obtain ranking improvement priorities have evaluated their level competitiveness competitors use management tools quality, namely Check Sheet, Pareto Diagram, Fishbone.