The Influence of Service Quality on Customer Satisfaction and Loyalty at Central Fitness Harapan Indah Bekasi

Talitha Aprilia Rahma; Indria Sukma Sektiyaningsih; Rochayati Febriarhamadini; Prasastiara Eka Marsella

doi:10.59890/ijsss.v4i2.233

Authors

Talitha Aprilia Rahma Intitut Bisnis dan Multimedia Asmi
Indria Sukma Sektiyaningsih Intitut Bisnis dan Multimedia Asmi
Rochayati Febriarhamadini Intitut Bisnis dan Multimedia Asmi
Prasastiara Eka Marsella Intitut Bisnis dan Multimedia Asmi

DOI:

https://doi.org/10.59890/ijsss.v4i2.233

Keywords:

Service Quality, Customer Satisfaction, Customer Loyalty

Abstract

This study aims to analyze the effect of service quality on customer satisfaction and loyalty at Central Fitness Harapan Indah Bekasi. The background of this study is based on the increasingly fierce competition in the fitness industry, which requires every fitness center to improve service quality to be able to retain customers. This study used a quantitative method with a survey approach, where data were obtained by distributing questionnaires to 81 respondents who are active members of Central Fitness Harapan Indah Bekasi. Data analysis was conducted using Structural Equation Modeling (SEM) with the help of SmartPLS 4.0, which includes validity, reliability, outer model, and inner model tests. The results of the study indicate that service quality has a positive and significant effect on customer satisfaction. In addition, service quality also has a positive and significant effect on customer loyalty, both directly and indirectly through customer satisfaction as a mediating variable. These findings confirm that service quality is an important factor that not only increases satisfaction but also contributes to the formation of customer loyalty in the fitness center industry. The implications of this study are expected to provide input for the management of Central Fitness Harapan Indah to continue improving service quality in all its dimensions, so that member satisfaction and loyalty can be maintained sustainably

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