Factors Affecting Customer Loyalty of Fitness Centers: An Empirical Study  

Oleh:

Suwono, Livia Vania ; Sihombing, Sabrina Oktaria

Jenis: Article from Journal - ilmiah nasional - terakreditasi DIKTI
Dalam koleksi: Jurnal Dinamika Manajemen vol. 7 no. 01 (2016), page 45-55.
Topik: loyalty; satisfaction; switching cost; customer value; physical environment.
Fulltext: 5758-12386-1-SM_ros.pdf (282.0KB)

Isi artikel

Awareness of healthy lifestyle in society is increasing day by day. Therefore, the fit-ness centers more motivated to focus on these business opportunities. Hence, it is important for companies to understand how to satisfy consumers to obtain consumer loyalty. Main variables were applied to predict customer loyalties areswitching cost, customer value, physical environment, and customer satisfaction. Data was collected through questionnaires distribution to students at private university in Tangerang. Data then was analyzed to by applying multipleregressionswith SPSS software. The results showed that there are three hypotheses are supported. The hypothesis is the relationship between switching cost and customer value, the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer loyalty. There is a hypothesis that is not supported, namely the relationship between the physical environment and customer satisfaction. This study also provides a discussion and offers direction for further research.

Opini Anda

Klik untuk menuliskan opini Anda tentang koleksi ini!

Kembali