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

Bibliographic Information
Journal	Journal of Asian Multicultural Research for Economy and Management Study
Title	Relationship Between Service Quality and Customer Delight and Customer Loyalty at the Fitness Center Business in East Java
Author(s)	Hadiwijaya, Ony Thoyib, Amiartuti Kusmaningtyas, Abdul Halik
Volume	2
Issue	3
Year	2021
Pages	117-124
DOI	10.47616/jamrems.v2i3.147
Full Text
URL	Link
Keywords	Service Quality, Customer Delight, Customer Loyalty, Fitness Center
Chicago 16th	Hadiwijaya, Ony Thoyib, Amiartuti Kusmaningtyas, Abdul Halik. "Relationship Between Service Quality and Customer Delight and Customer Loyalty at the Fitness Center Business in East Java." Journal of Asian Multicultural Research for Economy and Management Study 2, no. 3 (2021).
APA 6th	Hadiwijaya, O. T., Kusmaningtyas, A., Halik, A. (2021). Relationship Between Service Quality and Customer Delight and Customer Loyalty at the Fitness Center Business in East Java. Journal of Asian Multicultural Research for Economy and Management Study, 2(3).
MHRA	Hadiwijaya, Ony Thoyib, Amiartuti Kusmaningtyas, Abdul Halik. 2021. 'Relationship Between Service Quality and Customer Delight and Customer Loyalty at the Fitness Center Business in East Java', Journal of Asian Multicultural Research for Economy and Management Study, 2.
MLA	Hadiwijaya, Ony Thoyib, Amiartuti Kusmaningtyas, Abdul Halik. "Relationship Between Service Quality and Customer Delight and Customer Loyalty at the Fitness Center Business in East Java." Journal of Asian Multicultural Research for Economy and Management Study 2.3 (2021). Print.
Harvard	HADIWIJAYA, O. T., KUSMANINGTYAS, A., HALIK, A. 2021. Relationship Between Service Quality and Customer Delight and Customer Loyalty at the Fitness Center Business in East Java. Journal of Asian Multicultural Research for Economy and Management Study, 2.

Journal of Asian Multicultural Research for Economy and Management Study Volume 2 Issue 3 Contents

Analysis of Sales Predictions from the Point of View of the Increase in Daily Newspaper Sales Relationship Between Organizational Culture and Employee Performance Through Work Stress at the Regional Office of the East Java I Directorate General of Customs Digital Marketing and Creative Economy Theory in Economic Development During the Pandemic The Relationship Between Competence and Job Satisfaction on the Performance of Private Madrasah Tsanawiyah Teachers in the City of Surabaya Public Management: A New Public Service Oriented Concept of Public Service Impact of Interest Loan, Growth of Regional Gross Domestic Product, Inflation and Economic Growth on Loans at Credit Union in West Kalimantan, Indonesia The Influence of Leadership Style on the Effectiveness of Office Management in Integrated Services Business Offices Human Resources Development: Women Role Optimization in the Local Government Bureaucracy in Central Sulawesi, Indonesia The Effect of Multi Channel Retailing, Cooperation Synergity and Accounting Information Systems on Business Development Strategies That Impact on Business Implementation of a National Identity Number-Based Identity Card Policy in Pasangkayu Regency Potential Analysis of Rural and Urban Land and Building Taxes in Minahasa Regency An Empirical Evaluation of Budget Implementation on Economic Development in Nigeria Relationship Between Service Quality and Customer Delight and Customer Loyalty at the Fitness Center Business in East Java Utilization of Fad Distribution in South Buton Waters As a Fishing App by Purse Sein Fishermen in Kadatua District, Selatan Buton Regency

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.