The Indirect Influence of Perceived Service Quality on Intention to Renew Membership through Customer Satisfaction of Perigon Fitness Studio, Yogyakarta, Indonesia

CITRA ANINDYA, B.M Purwanto, M.B.A, Ph. D

2018 | Skripsi | S1 MANAJEMEN

Penelitian ini meneliti tentang hubungan antara persepsi konsumen terhadap kualitas sebuah jasa, kepuasan pelanggan, dan niat untuk memperpanjang keanggotaan di sebuah pusat kebugaran, Perigon Fitness Studio, Yogyakarta. Untuk mengukur persepsi terhadap kualitas pelayanan, peneliti menggunakan Service Quality Assesment Scale (SQAS) yang meliputi karyawan, program, ruang locker, fasilitas fisik, dan fasilitas latihan. Kuisioner didistribusikan secara daring dan dengan sukses mengumpulkan jawaban dari 185 responden. Berdasarkan hasil penelitian, semua dimensi kualitas jasa berpengaruh positif terhadap kepuasan pelanggan. Kepuasan pelanggan juga memiliki pengaruh positif terhadap niat memperpanjang keanggotaan. Hipotesis penelitian ini dilakukan menggunakan serangkaian uji hipotesis, seperti uji determinasi, uji F, uji T, dan regresi. Implikasi manajerial akan dijelaskan lebih lanjut pada penelitian ini.

This investigation assessed the relationship between perceived service quality, customer satisfaction, and intention to renew the membership of a fitness and health club, Pergion Fitness Studio, Yogyakarta. The model of Service Quality Assesment Scale which includes staff, program, locker room, physical facility, and workout facility) is used to describe service quality. The researcher distributed the online questionnaire and successfully gathered 185 respondents. It is discovered that all dimensions of perceived service quality have a positive relationship on customer satisfaction. Customer satisfaction also found to have a positive influence on intention to renew the membership. The hypotheses were tested using hypothesis tests such as determination test, F-test, t-test, and regression. The managerial implication is also explained in this research.

Kata Kunci : perceived service quality, customer satisfaction, membership renewal intention, fitness and health club, SQAS