FACTORS DRIVING CUSTOMER SATISFACTION AND LOYALTY IN SPORTS AND HEALTH CENTRE
DOI:
https://doi.org/10.61841/24y8mm31Keywords:
Service quality, Loyalty, Customer satisfaction, Customer loyalty, Sports and fitnessAbstract
It was highlighted that the numbers of customer dropout in the sports and health center becoming high ever since there are many players in the market. The high numbers of dropout are a loss to service providers as they are not able to keep the customers for repeat visit. Business organizations cannot afford to let the situations to happens repeatedly without knowing what exactly the customers do is looking for and needs. This study is about the drivers of customer satisfaction with the intention to measure the attention to customer and personnel support at the sports and health centre in major cities of Indonesia. These study employ questionnaires to collect data. Data were collected using hybrid method combination of online and face to face. 500 survey forms distributed with a response rates of 68.2%. The data was analyzed using structural equation model and results indicates that both attention to customer and personnel support are equally important towards keeping customer loyalty. Industry players in the market should consider this establishment’s as important as the results indicates the direct relationship between attention to customer and personnel support is stronger towards customer loyalty rather than the relationship between customer satisfaction towards customer loyalty. Hence, service provider needs to carefully design their customer experiences in order to provide the best services to their customer and visitors. Most importantly is to reduce the dropout rates and increase customer retentions.
Downloads
References
[1] Abdur Rehman, M., Osman, I., Aziz, K., Koh, H., & Awais, M. (2019). Get connected with your Takaful
representatives: Revisiting customer loyalty through relationship marketing and service quality. Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-06-2019-0122
[2] Amin, A., Shah, B., Khattak, A. M., Lopes Moreira, F. J., Ali, G., Rocha, A., & Anwar, S. (2019). Cross-company customer churn prediction in telecommunication: A comparison of data transformation methods. International Journal of Information Management, 46(June 2018), 304–319. https://doi.org/10.1016/j.ijinfomgt.2018.08.015
[3] Aydin, S., Özer, G., & Arasil, Ö. (2005). Customer loyalty and the effect of switching costs as a moderator
variable. A case in the Turkish mobile phone market. Marketing Intelligence and Planning, 23(1), 89–103.
https://doi.org/10.1108/02634500510577492
[4] Cakici, A. C., Akgunduz, Y., & Yildirim, O. (2019). The impact of perceived price justice and satisfaction on
loyalty: the mediating effect of revisit intention. Tourism Review, 74(3), 443–462. https://doi.org/10.1108/TR-02-
2018-0025
[5] Fernandes, A. A. R., & Solimun, S. (2018). The mediation effect of customer satisfaction in the relationship
between service quality, service orientation, and marketing mix strategy to customer loyalty. Journal of
Management Development, 37(1), 76–87. https://doi.org/10.1108/JMD-12-2016-0315
[6] Gerpott, T. J., & Bicak, I. (2016). Telecommunication service choice and use among migrants: The case of
German-Turkish consumers. Computers in Human Behavior, 61, 584–596.
https://doi.org/10.1016/j.chb.2016.03.018
[7] Ghazzawi, A., & Alharbi, B. (2019). Analysis of Customer Complaints Data using Data Mining Techniques.
Procedia Computer Science, 163, 62–69. https://doi.org/10.1016/j.procs.2019.12.087
[8] Hapsari, R., Clemes, M. D., & Dean, D. (2017). The impact of service quality, customer engagement and selected
marketing constructs on airline passenger loyalty. International Journal of Quality and Service Sciences, 9(1), 21–
40. https://doi.org/10.1108/IJQSS-07-2016-0048
[9] Hassan, S., Shamsudin, M. F., & Mustapha, I. (2019). The effect of service quality and corporate image on student
satisfaction and loyalty in TVET higher learning institutes (HLIs). Journal of Technical Education and Training,
11(4), 77–85. https://doi.org/10.30880/jtet.2019.11.04.009
[10] Hassan, Sallaudin, & Shamsudin, M. F. M. F. (2019). Measuring the effect of service quality and corporate image
on student satisfaction and loyalty in higher learning institutes of technical and vocational education and training.
International Journal of Engineering and Advanced Technology, 8(5), 533–538.
https://doi.org/10.35940/ijeat.E1077.0585C19
[11] Hirata, E. (2019). Service characteristics and customer satisfaction in the container liner shipping industry. Asian
Journal of Shipping and Logistics, 35(1), 24–29. https://doi.org/10.1016/j.ajsl.2019.03.004
[12] Kadic-Maglajlic, S., Micevski, M., Arslanagic-Kalajdzic, M., & Lee, N. (2017). Customer and selling orientations
of retail salespeople and the sales manager’s ability-to-perceive-emotions: A multi-level approach. Journal of
Business Research, 80(June), 53–62. https://doi.org/10.1016/j.jbusres.2017.06.023
[13] Kadir, B., & Shamsudin, M. F. (2019). A case study analysis of typhidot: An example of market-oriented R &
D commercialization in Malaysia. International Journal of Financial Research, 10(5), 75–81.
https://doi.org/10.5430/ijfr.v10n5p75
[14] Kadir, Baharudin, Shamsudin, M. F., Nurul, I., & Mohd, H. (2020). Relevance of Blank ’ s Customer
Development Model in Selected Cases of Market-Oriented R & D Commercialization in Malaysia. Test
Engineering & Management, (4256), 4256–4259.
[15] Kamath, P. R., Pai, Y. P., & Prabhu, N. K. P. (2019). Building customer loyalty in retail banking: a serialmediation approach. International Journal of Bank Marketing. https://doi.org/10.1108/IJBM-01-2019-0034
[16] Kim, W. H., Cho, J. L., & Kim, K. S. (2019). The relationships of wine promotion, customer satisfaction, and
behavioral intention: The moderating roles of customers’ gender and age. Journal of Hospitality and Tourism
Management, 39(October 2018), 212–218. https://doi.org/10.1016/j.jhtm.2019.03.001
[17] Kotler, P. (1994). Reconceptualizing marketing: An interview with Philip Kotler. European Management Journal,
12(4), 353–361. https://doi.org/10.1016/0263-2373(94)90021-3
[18] Kotler, P. (2017). Philip Kotler: some of my adventures in marketing. Journal of Historical Research in Marketing,
9(2), 203–208. https://doi.org/10.1108/JHRM-11-2016-0027
[19] Mahendrawathi, E. R., Astuti, H. M., & Nastiti, A. (2015). Analysis of Customer Fulfilment with Process Mining:
A Case Study in a Telecommunication Company. Procedia Computer Science, 72, 588–596.
https://doi.org/10.1016/j.procs.2015.12.167
[20] Mokhtar, M. R., & Shamsudin, M. F. (2020). How to keep up with customer ? Journal of Postgraduate Current
Business Research, 5(1).
[21] O’Dwyer, M., & Gilmore, A. (2018). Value and alliance capability and the formation of strategic alliances in
SMEs: The impact of customer orientation and resource optimisation. Journal of Business Research,
87(September 2017), 58–68. https://doi.org/10.1016/j.jbusres.2018.02.020
[22] Razak, A. A. A. A., & Shamsudin, M. F. M. F. (2019). The influence of atmospheric experience on Theme Park
Tourist’s satisfaction and loyalty in Malaysia. International Journal of Innovation, Creativity and Change, 6(9), 10–20.
[23] Rosli, N., & Nayan, S. (2020). Why Customer First ? Journal of Undergraduate Social Science and Technology, 2(2), 2018–2021.
[24] Salem, M. A., Shawtari, F. A., Shamsudin, M. F., & Hussain, H. I. (2016). The relation between stakeholders integration and environmental competitiveness. Social Responsibility Journal, 12(4), 755–769.
https://doi.org/10.1108/SRJ-12-2015-0189
[25] Shamsudin, M. F. M. F., Esa, S. A. S. A., & Ali, A. M. A. M. (2019). Determinants of customer loyalty towards
the hotel industry in Malaysia. International Journal of Innovation, Creativity and Change, 6(9), 21–29.
[26] Shamsudin, M. F., Razak, A. A., & Salem, M. A. (2018a). The role of customer interactions towards customer
satisfaction in theme parks experience. Opcion, 34(Special Issue 16), 546–558.
[27] Shamsudin, M. F., Razak, A. A., & Salem, M. A. (2018b). The role of customer interactions towards customer
satisfaction in theme parks experience | El papel de las interacciones del cliente hacia la satisfacción del cliente en
la experiencia de los parques temáticos. Opcion, 34(Special Is), 546–558.
[28] Shamsudin, M. F., Shabi, K. S., & Salem, M. A. (2018). Role of perceived credibility towards intention to use of m-commerce. Opcion, 34(Special Issue 16), 276–284.
[29] Shamsudin, M., Mohd Noor, N., Abu Hassim, A., Hussain, H., Salem, M., & Hasim, M. (2015). Factors lead to customer loyalty in prepaid mobile services. Caspian Journal of Applied Sciences Research, 4(10).
[30] Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty: A moderated mediation approach. International Journal of Bank Marketing, 37(5), 1119–1142.
https://doi.org/10.1108/IJBM-03-2018-0063
[31] Smirnova, M. M., Rebiazina, V. A., & Frösén, J. (2018). Customer orientation as a multidimensional construct: Evidence from the Russian markets. Journal of Business Research, 86(November 2017), 457–467.
https://doi.org/10.1016/j.jbusres.2017.10.040
[32] Tabrani, M., Amin, M., & Nizam, A. (2018). Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships. International Journal of Bank Marketing, 36(5), 823–848.
https://doi.org/10.1108/IJBM-03-2017-0054
[33] Yussoff, N. M., & Nayan, S. (2020). Review on customer satisfaction. Journal of Undergraduate Social Science and Technology, 2(2).
[34] Zarifah, A., Azahari, M., & Nayan, S. (2020). Role of trust towards business success. Journal of Undergraduate Social Science and Technology, 2(2).
[35] Zhang, J., Zhang, J., & Zhang, M. (2019). From free to paid: Customer expertise and customer satisfaction on knowledge payment platforms. Decision Support Systems, 127(March), 113140.
Downloads
Published
Issue
Section
License
Copyright (c) 2020 AUTHOR
This work is licensed under a Creative Commons Attribution 4.0 International License.
You are free to:
- Share — copy and redistribute the material in any medium or format for any purpose, even commercially.
- Adapt — remix, transform, and build upon the material for any purpose, even commercially.
- The licensor cannot revoke these freedoms as long as you follow the license terms.
Under the following terms:
- Attribution — You must give appropriate credit , provide a link to the license, and indicate if changes were made . You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
- No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
Notices:
You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation .
No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rights may limit how you use the material.
