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All Journal Jurnal Dimamu Jurnal Maps (Manajemen Perbankan Syariah)
Johnson Sinaga
Universitas Informatika dan Bisnis Indonesia
Agriculture, Biological Sciences & Forestry Computer Science & IT Economics, Econometrics & Finance Education Other

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Service Quality In Fitness Centers: A Systematic Literature Review Aggi Panigoro Sarifiyono; Annisa Indriani; Anang Bambang Pujianto; Susan Purnama; Johnson Sinaga
Jurnal Dimamu Vol. 5 No. 3 (2026)
Publisher : Ma'soem University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32627/dimamu.v5i3.2107

Abstract

The fitness center industry has grown rapidly alongside rising public awareness of healthy lifestyles, making service quality a strategic differentiator for retaining members amid intense competition. Although research on fitness center service quality is expanding quickly, the findings remain scattered across diverse models, dimensions, and cultural contexts and have not been comprehensively integrated. This study aims to systematically map and synthesize the development of service quality research in fitness centers, covering measurement models, determinants, outcomes on satisfaction and loyalty, digital transformation, and research gaps. The method employed is a Systematic Literature Review (SLR) following the PRISMA 2020 protocol. The search was conducted in the Scopus database using a TITLE-ABS-KEY strategy with keywords on service quality and fitness centers. Through the stages of identification, screening, eligibility assessment, and inclusion-exclusion criteria, 23 eligible studies were obtained and appraised using the Mixed Methods Appraisal Tool (MMAT). The results show that service quality is multidimensional, encompassing facility, staff, program, and digital service quality, with instructor quality, cleanliness, and convenience as the most consistent predictors of loyalty. Satisfaction is found to mediate the relationship between service quality and loyalty, while its effect is moderated by experience level, gender, and organizational culture. The findings also confirm a paradigm shift toward service digitalization and co-creation. This study contributes by providing an integrative framework of fitness center service quality and an agenda for future research.
The Influence Digital Sharia Marketing on Consumer Trust And Loyalty Among Digital Banking Users of Islamic Banks Anang Bambang Pujianto; Aggi Panigoro Sarifiyono; Johnson Sinaga; Susan Purnama; Dea Dwi Alfiani
Jurnal Maps (Manajemen Perbankan Syariah) Vol. 10 No. 1 (2026)
Publisher : Masoem University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32627/maps.v10i1.2060

Abstract

This study examines the influence of digital sharia marketing (DSM) on consumer trust and loyalty, and the mediating role of trust, among digital banking users of Islamic banks. DSM is defined as the use of digital channels to communicate and deliver Islamic banking services in a manner that explicitly embeds Sharia compliance, transparency, and Islamic communication ethics, which distinguishes it from general digital marketing that is oriented mainly toward reach and conversion. Using a quantitative survey design, data were collected from 300 Islamic bank customers who actively use the banks' digital services and were analysed through path analysis on standardized composite scores, with the indirect effect tested using the Sobel test and a Monte Carlo confidence interval. The results show that DSM has a significant positive effect on consumer trust (? = 0.505, p < 0.001) and on consumer loyalty (total effect ? = 0.569; direct effect ? = 0.385; both p < 0.001), while trust significantly affects loyalty (? = 0.365, p < 0.001). Trust partially mediates the DSM–loyalty relationship (indirect effect = 0.184; 95% CI [0.126; 0.250]). DSM explains 25.5% of the variance in trust (R² = 0.255), and DSM and trust jointly explain 42.3% of the variance in loyalty (R² = 0.423). The study contributes an empirically tested DSM construct and offers guidance for Islamic banks in designing Sharia-compliant digital marketing strategies.
Co-Authors Aggi Panigoro Sarifiyono Anang Bambang Pujianto Annisa Indriani Dea Dwi Alfiani Susan Purnama