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WIJAYA, FARIS
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Journal : Marketing Management Studies

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Examining the determinants of customer loyalty in the fitness industry: the mediating effect of satisfaction Wijaya, Faris; Dwita, Vidyarini
Marketing Management Studies Vol. 4 No. 3 (2024): Marketing Management Studies
Publisher : Universitas Negeri Padang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24036/mms.v4i3.529

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.
Co-Authors Dwita, Vidyarini