PENGARUH SERVICE ATTRIBUTES TERHADAP OVERALL SATISFACTION DAN MEMBERSHIP RENEWAL INTENTION MEMBER KNOCKOUT BOXING CAMP SURABAYA
(1) 
(*) Corresponding Author
Abstract
Abstrak-Penelitian ini bertujuan untuk menganalisa pengaruh dari service attributes dan overall satisfaction terhadap niat membeli kembali ( Membership renewal intention ) di klub kebugaran kecil yang didalam konteks penelitian ini menggunakan klub kebugaran KnockOut Boxing Camp. Penelitian ini bersifat konklusif dan di klasifikasikan dalam jenis riset kausal dengan menggunakan pendekatan kuantitatif. Data dikumpulkan melalui online survey menggunakan instrumen kuesioner dengan respon yang dapat digunakan dari 100 responden .Responden adalah pelanggan Klub Kebugaran KnockOut Boxing Camp yang berada di Surabaya. Data di olah menggunakan pendekatan persamaan model structural dengan Teknik Partial Least Square. Analisis data menjukan bukti kuat untuk mendukung keseluruan hipotesa penelitian.
Kata kunci : KnockOut , Service Attributes , Overall Satisfaction , Membership Renewal Intention
Abstract---This study aims to analyze the effect of service attributes and overall satisfaction on membership renewal intention in the private gym within this context of research using KnockOut Boxing Camp. This research is consclusive and classified as a causal-type research using a quantitative approach. The data was collected through online surveys using a self-administered questionnaire resulting in 100 usable responses. Respondents were KnockOut Boxing Camp gym’s customers in Surabaya. The data was analyzed through Structural Equation Modeling using Partial Least Square technique. Results showed substantial evidence for research hypotheses.
Keyword: KnockOut , Service Attributes , Overall Satisfaction , Membership Renewal Intention
Keywords
References
Alexandris, K., Dimitriadis, D., & Kasiara, A. (2001). Behavioral consequences of perceived service quality: An exploratory study in the context of private fitness clubs in Greece. Journal of European Sport Management Quarterly, 1, 251–280
Alexandris et al., (2004). An empirical investigation of the relationships among service quality, customer satisfaction and psychological commitment in a health club context. Journal of European Sport Management Quarterly, 4:1, 36-52
Auh,S., Salisbury, L.C., Johnson, M.D., (2003). Order Effects in Customer Satisfaction Modelling
Bernhart, K., Donthu, N., & Kennet, P. (2000). A longitudinal analysis of satisfaction and profitability. Journal of Business Research, 47, 161–171.
Bitner, M.J., Booms, B.H., & Tétreault, M. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing, 54, 71–84
Chang, Y., Kuan-Hua Huang, S., Jung Lu, wan., Chung, C., Chen, W., Hua Lu, S., et aL., 2013, Brazilin isolated from Caesalpinia sappan L. Acts as a novel collagen receptor agonist in human platelets, Journal of Biomedical Science, 20
Chen., Wei., Yi., ( 2014 ). The relationship among corporate social responsibility, service quality, corporate image and purchase intention. Journal of Organizational Innovation. Volume 6, No 3
Chin, W.W. and A. Gopal (1995), ‘Adoption Intention in GSS: Relative Importance of Beliefs’, Database for Advances in Information Systems, vol. 26, no. 2-3, pp. 42-64
Cronin, J., & Taylor, S. (1994). SERVPERF versus SERVQUAL: Reconciling performancebased perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58, 125–131
Crompton, J. L., MacKay, K. J., & Fesenmaier, D. R. (1991). Identifying dimensions of service quality in public recreation. Journal of Park and Recreation Administration, 9, 15-27
Erto, P., & Vanacore, A. (2002). A probabilistic approach to measure hotel service quality. Journal of Total Quality Management, 13, 165–174.
Ferrand, A., R, Leigh., F, Pierrre., ( 2010 ). The Intention-to-Repurchase Paradox: A Case of the Health and Fitness Industry. Journal of of Sport Management, 2010, 24, 83-105
Ganesh, J., Arnold, M., & Reynolds, K. (2000). Understanding the customer base of service providers: An examination of the differences between switchers and stayers. Journal of Marketing, 64, 65–87
Ghozali, Imam. 2014. Structural Equation Modeling, Metode Alternatif dengan Partial Least Square (PLS). Edisi 4. Semarang : Badan Penerbit Universitas Diponegoro
Hellier et al,. (2003), Customer repurchase intention: a general structural equation model. European journal of marketing. Vol. 37 no. 11, pp. 1762-1800
Howat, G., Murray, D., & Crilley, G. (1999). The relationships between service problems and perceptions of service quality, satisfaction, and behavioral intentions of Australian public sport and leisure centre customers. Journal of Park and Recreation Administration, 17, 42–64.
Husein Umar, 2003, Metode Riset Akuntansi Terapan, Jakarta : Ghalia Indonesia, Cetakan Pertama.
Husein Umar, 2003, Metodologi Penelitian Untuk Skripsi dan Tesis Bisnis,Jakarta : PT. Gramedia Pustaka.
Hussein, Ananda ( 2015 ). Modul Ajar Penelitian Bisnis dan Manajemen Menggunakan Partial Least Squares (PLS)
Jogiyanto. (2009). Konsep & aplikasi PLS untuk penelitian empiris. BPFE Yogyakarta.
Jones, M.A., & Suh, J. (2000). Transaction specific satisfaction and overall satisfaction: an empirical analysis. Journal of Services Marketing, 14, 147–159
Kuncoro, M. (2003). Metode riset untuk bisnis dan ekonomi. Jakarta: Balai Pustaka
Malhotra, N.K., (2009). Riset Pemasaran, (4th ed.), Jilid 1, Jakarta: PT Indeks
Nadiri, H., Hussain, K., Ekiz, E., & Erdog˘an, S. (2008). An investigation on the factors influencing passengers’ loyalty in the North Cyprus national airline. The TQM Journal, 20, 265–280.
Nielsen., ( 2011 ). We Are What We Eat, Nielsen’s 2011 Global Health & Wellness Survey
P,S, Raju., Lonial, S., ( 2014 ) Impact of service attributes on customer satisfaction and loyalty in a healthcare context. Journal of Customer Satisfaction and Loyalty. Vol. 28
Söderlund, M. (2006). Measuring customer loyalty with multi item scales: A case for caution. International Journal of Service Industry Management, 17, 76–98
Sugiyono. (2007). Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta.
Sugiyono. (2013). Metode Penelitian Pendidikan Pendekatan Kuantitatif,
Refbacks
- There are currently no refbacks.