PENGARUH RELATIONSHIP MARKETING, KUALITAS PELAYANAN DAN FASILITAS TERHADAP LOYALITAS MEMBER DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Kasus Pada Member Bento Gym Jakarta Timur)

AMARSAID, DONNA (2021) PENGARUH RELATIONSHIP MARKETING, KUALITAS PELAYANAN DAN FASILITAS TERHADAP LOYALITAS MEMBER DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Kasus Pada Member Bento Gym Jakarta Timur). Skripsi thesis, SEKOLAH TINGGI ILMU EKONOMI INDONESIA.

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Abstract

ABSTRAK Penelitian ini bertujuan untuk menguji apakah pengaruh relationship marketing, kualitas pelayanan dan fasilitas terhadap loyalitas member dengan kepuasan pelanggan sebagai variabel intervening secara parsial dan simultan. Penelitian ini menggunakan jenis penelitian asosiatif dengan pendekatan kuantitatif. Penelitian dilakukan di Bento Gym Jakarta timur dengan sampel sebanyak 61 orang. Teknik pengambilan sampel yang digunakan dalam penelitian ini adalah sampel jenuh, dimana semua anggota populasi dijadikan sebagai sampel. Pengumpulan data dalam penenlitian ini menggunakan kuesioner kepada responden terpilih. Metode statistik data yang digunakan adalah analisis jalur dan analisis regresi berganda dengan aplikasi pengolah data SPSS versi 26. Hasil dari penelitian ini menunjukan adanya pengaruh yang signifikan baik secara parsial maupun simultan relationship marketing, kualitas pelayanan, fasilitas dan kepuasan pelanggan terhadap loyalitas member. Dan hasil dari penelitian ini juga menunjukan bahwa kepuasan pelanggan mampu menjadi mediasi antara hubungan relationship marketing, kualitas pelayanan dan fasilitas terhadap loyalitas pelanggan pada member Bento Gym. Kata Kunci : Relationship Marketing, Kualitas Pelayanan, Fasilitas, Loyalitas Member dan Kepuasan Pelanggan ABSTRACT This study aims to examine whether there is an effect of relationship marketing, service quality and facilities on customer loyalty with customer satisfaction as an intervening variable partially and simultaneously. This study uses associative research with a quantitative approach. The study was conducted at Bento Gym, East Jakarta, with a sample of 61 people. The sampling technique used in this study is a saturated sample, where all members of the population are used as samples. Collecting data in this research using a questionnaire to the selected respondents. Statistical data method used is path analysis and multiple linear regression analysis with SPSS version 26 data processing application. The results of this study indicate a significant influence either partially or simultaneously on relationship marketing, service quality, facilities and customer satisfaction on member loyalty. And the results of this study also show that customer satisfaction is able to mediate between relationship marketing, service quality and facilities to customer loyalty to Bento Gym members. Keywords : Relationship Marketing, Service Quality, Facilities, Customer Satisfaction and Member Loyalty

Item Type:	Thesis (Skripsi)
Contributors:	Contribution Contributors NIDN Email Thesis advisor Supriyatin, Supriyatin 8815080018 supriyatin@stei.ac.id
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	S1 Manajemen
Depositing User:	DONNA AMARSAID
Date Deposited:	13 Oct 2021 03:39
Last Modified:	13 Oct 2021 03:39
URI:	http://repository.stei.ac.id/id/eprint/5476

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