Examining the determinants of customer loyalty in the fitness industry: the mediating effect of satisfaction
Keywords:
Service quality, customer perceived value, customer satisfaction, customer loyalty
Abstract
This study aims to analyze the influence of service quality and customer perceived value on customer loyalty, with customer satisfaction as a mediating variable, at the Max Power Gym fitness center in Padang City. The population comprises 187 active members of Max Power Gym in Padang City, with a sample of 153 respondents. Data were collected through online questionnaires and analyzed using SmartPLS software. The findings reveal that: (1) Service Quality has a positive and significant effect on Customer Loyalty; (2) Customer Perceived Value has a positive and significant effect on Customer Loyalty; (3) Service Quality has a positive and significant effect on Customer Satisfaction; (4) Customer Perceived Value has a positive and significant effect on Customer Satisfaction; (5) Customer Satisfaction has a positive and significant effect on Customer Loyalty; (6) Customer Satisfaction mediates the positive and significant effect of Service Quality on Customer Loyalty; and (7) Customer Satisfaction mediates the positive and significant effect of Customer Perceived Value on Customer Loyalty.
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References
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Ashadi, K., Andriana, L. M., & Pramono, B. A. (2020). Pola aktivitas olahraga sebelum dan selama masa pandemi covid-19 pada mahasiswa fakultas olahraga dan fakultas non-olahraga. Jurnal SPORTIF: Jurnal Penelitian Pembelajaran, 6(3), 713–728.
Bhatta, K. R., & Durgapal, B. P. (2016). Service quality perceptions and customer satisfaction in Nepalese banking sector. Indian Journal of Commerce and Management Studies, 7(1), 17–23.
Dam, S. M., & Dam, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585–593.
Farida, I., & Setiawan, D. (2022). Business strategies and competitive advantage: the role of performance and innovation. Journal of Open Innovation: Technology, Market, and Complexity, 8(3), 163.
Griffin, J. (2013). How to Say it: Creating Complete Customer Satisfaction: Winning Words, Phrases, and Strategies to Build Lasting Relationships in Sales a nd Service. Penguin.
Hasnidar, H., & Tasnim, T. (2020). Ilmu Kesehatan Masyarakat. Yayasan Kita Menulis.
Jahmani, A., Bourini, I., & Jawabreh, O. A. (2020). The relationship between service quality, client satisfaction, perceived value and client loyalty: A case study of fly emirates. Cuadernos de Turismo, 45, 219–238.
Keshavarz, Y., & Jamshidi, D. (2018). Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of Tourism Cities, 4(2), 220–244.
Kusumawati, A., & Rahayu, K. S. (2020). The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty. The TQM Journal, 32(6), 1525–1540.
Naini, N. F., Santoso, S., Andriani, T. S., Claudia, U. G., & Nurfadillah, N. (2022). The effect of product quality, service quality, customer satisfaction on customer loyalty. Journal of Consumer Sciences, 7(1), 34–50.
Nguyen, N. X., Tran, K., & Nguyen, T. A. (2021). Impact of service quality on in-patients’ satisfaction, perceived value, and customer loyalty: A mixed-methods study from a developing country. Patient Preference and Adherence, 2523–2538.
Paulose, D., & Shakeel, A. (2022). Perceived experience, perceived value and customer satisfaction as antecedents to loyalty among hotel guests. Journal of Quality Assurance in Hospitality & Tourism, 23(2), 447–481.
Philip Kotler, & Kevin Lane Keller. (2016). Marketing Management (15th ed.).
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill building approach. john wiley & sons.
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business & Management, 8(1), 1937847.
Surahman, I. G. N., Yasa, P. N. S., & Wahyuni, N. M. (2020). The effect of service quality on customer loyalty mediated by customer satisfaction in tourism villages in Badung Regency. Jurnal Ekonomi & Bisnis JAGADITHA, 7(1), 46–52.
Suttikun, C., & Meeprom, S. (2021). Examining the effect of perceived quality of authentic souvenir product, perceived value, and satisfaction on customer loyalty. Cogent Business & Management, 8(1), 1976468.
Tjiptono, F. (2022). SERVICE MANAGEMENT: Mewujudkan Layanan Prima Edisi 4. Penerbit Andi.
Tumewah, E., & Kurniawan, Y. (2020). The effect of m-banking service quality and customer perceived value to satisfaction and loyalty of bank XYZ customers. International Journal of Management and Humanities, 4(6), 132–138.
Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Hock, R. L. T., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services, 63, 102721.
Uzir, M. U. H., Jerin, I., Al Halbusi, H., Hamid, A. B. A., & Latiff, A. S. A. (2020). Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates? Heliyon, 6(12).
Yuliati, R., Hidayati, N., & Asiyah, S. (2024). Membangun Loyalitas Pelanggan: Peran Kepuasan dalam Menghubungkan Kualitas Produk dan Promosi. Jurnal Nusantara Aplikasi Manajemen Bisnis, 9(1), 214–228.
Published
2024-09-30
How to Cite
Wijaya, F., & Dwita, V. (2024). Examining the determinants of customer loyalty in the fitness industry: the mediating effect of satisfaction. Marketing Management Studies, 4(3), 264-277. https://doi.org/10.24036/mms.v4i3.529
Section
Articles
