Relationship between Service Quality and Customer Delight and Customer Loyalty at the Fitness Center Business in East Java

Ony Thoyib Hadiwijaya; Amiartuti  Kusmaningtyas; Abdul  Halik

doi:10.47616/jamrems.v2i3.147

Authors

Ony Thoyib Hadiwijaya Doctoral Economic Program Student at Universitas 17 Agustus 1945 Surabaya, Indonesia
Amiartuti Kusmaningtyas Lecturer at Universitas 17 Agustus 1945 Surabaya, Indonesia
Abdul Halik Lecturer at Universitas 17 Agustus 1945 Surabaya, Indonesia

DOI:

https://doi.org/10.47616/jamrems.v2i3.147

Keywords:

Service Quality, Customer Delight, Customer Loyalty, Fitness Center

Abstract

This article aims to analyze the relationship between Service Quality and Customer Delight and Customer Loyalty at the Fitness Center Business in East Java. This research method This research is an explanatory research. The unit of analysis in this study is the individual. The respondents of this research are members of the Fitness Center in East Java. The population in this study were all fitness members in the East Java region who during 2019-2020 years extended their membership at least twice and were in East Java, especially the Kartosusilo Gate area which includes the cities of Gresik, Bangkalan, Mojokerto, Surabaya, Sidoarjo and Lamongan. The number of sufficient samples is 365 respondents. The results show that Service Quality has no significant effect on customer delight. This is because with standard equipment and services, members feel happy. Likewise, the characteristics of the majority of fitness center members are individuals who feel quite happy with the situation and conditions provided by the manager, thereby indicating that the Service Quality at the current Fitness Center business in East Java has not been able to encourage an increase in customer delight. The results of this study also show that Service Quality has a significant effect on Customer Loyality, thus Service Quality at the current Fitness Center business in East Java can encourage the increase in Customer Loyality. Given the large role of service quality on customer loyalty, it is recommended that companies always maintain and improve service quality at the Fitness Center business in East Java.

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