International Journal of Human Movement and Sports Sciences Vol. 7(2), pp. 25 - 32
DOI: 10.13189/saj.2019.070202
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Effect of Service Quality and Rates on Satisfaction and Loyalty of Customer Behavior at Fitness

Japhet Ndayisenga ^*, Tomoliyus
Faculty of Sports Sciences, Universitas Negeri Yogyakarta, Indonesia

ABSTRACT

Purpose: Regular quality of service and tariffs are generally recommended to be important factors for maintaining customers. The purpose of this study was to determine the effect of service quality on service satisfaction and fitness customer behavior, to determine the effect of tariff on fitness customer behavior loyalty, to determine the effect of satisfaction on customer behavior loyalty at fitness. Design/ methodology/ approach: Type This study was a descriptive research with mixed methods (qualitative and quantitative). The subjects of this research were 85 Customers from two groups: UNY Family and outside the UNY taken by random sampling. Data analysis techniques using correlation and linear regression among indicators-variables, and between variables themselves with Software SPSS.21 and PLS-SEM. Findings: The results showed that there was a significant effect of service quality on satisfaction, the effect of service quality on behavior loyalty was largely indirect. The ticket prices have a negative effect on satisfaction and behavioral loyalty. Research limitations/ implications: Although this study lacks generalizability, thus, service quality and tariffs are strong management instruments to help sports management. Practical implications–Thus, service quality and tariffs are strong management instruments to help sports management to decide the allocation of resources to increase customer satisfaction and loyalty. Originality/ value: This study is the first to apply to explain career to the current situation in that fitness.

KEYWORDS
Service Quality, Tariff, Satisfaction, Loyalty

Cite This Paper in IEEE or APA Citation Styles
(a). IEEE Format:
[1] Japhet Ndayisenga , Tomoliyus , "Effect of Service Quality and Rates on Satisfaction and Loyalty of Customer Behavior at Fitness," International Journal of Human Movement and Sports Sciences, Vol. 7, No. 2, pp. 25 - 32, 2019. DOI: 10.13189/saj.2019.070202.

(b). APA Format:
Japhet Ndayisenga , Tomoliyus (2019). Effect of Service Quality and Rates on Satisfaction and Loyalty of Customer Behavior at Fitness. International Journal of Human Movement and Sports Sciences, 7(2), 25 - 32. DOI: 10.13189/saj.2019.070202.