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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Retensi Anggota Fitness Center Non Hotel Di Kota Dumai

Along with the high needs of the community will be the fitness center services, then in the city dumai at this time there are three locations of fitness service providers, namely Rio Fitness Center, Golden Fitness Center and Delima Gym. However, there are still other fitness service providers, such as hotels. So the competition among the providers of higher fitness services. Therefore, the fitness center providers must be able to create satisfaction, which will ultimately impact the customer's desire to use services for long periods of time (retention).
The purpose of this study is to analyze the Influence of service quality to the satisfaction and retention of non-hotel fitness center members in dumai city. This research was conducted on non-hotel fitness center in dumai city. The sample used is as much as 201 members of non-hotel fitness center in dumai city. Techniques Data collection used is a questionnaire with Likert scale. SEM analysis becomes hypothesis test tool using SmartPLS 4.0 and SPSS 17.00 for windows program.
Based on the results of the research, then there is the influence of service dimensions in forming the satisfaction and retention of non-hotel fitness center customers in dumai city. The results of this study provide managerial implications, namely non-hotel fitness center in dumai city should always improve the quality of services provided to members of the fitness, so as to be able to provide satisfaction and increase member retention.
Keywords: Reliability. Responsiveness. Assurance. Emphaty. Tangible. Satisfaction, and customer retention

Ketersediaan
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Perpustakaan Universitas Riau 10 03. 218 (0047)
10 03. 218 (0047)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
10 03. 218 (0047)
Penerbit
Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen.,
Deskripsi Fisik
xv, 165 hlm.; ill.; 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
10 03. 218 (0047)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
PASCASARJANA (MAGISTER) MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
Versi lain/terkait

Tidak tersedia versi lain

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