The Influence of Service Quality, Consumer Satisfaction, and Price Perception of Facing Members at GYM Arjuna Fitnes on Fitness Competence in Nganjuk Regency

Abstract

Research aim: This study is all about looking into and assessing how service quality, how happy customers are, and thoughts on how loyal members are at Arjuna Fitness Gym in Nganjuk Regency. It will check these things one by one and together. The goal of the research is to give a clear idea of the main things that help build customer loyalty in this specific gym setting.

Design/Method/Approach: A way to study using numbers was applied, with questionnaires designed from key indicators of the variables. Key details were collected from individuals who have personally used the services at Arjuna Fitness Gym. Before distributing the questionnaires, they were checked to ensure they were both accurate and dependable. The information collected was examined using standard tests and multiple linear regression to determine how service quality, customer satisfaction, and perceived costs influence loyalty among gym members.

Research Finding: The research showed that the quality of service, how happy customers are, and their views on prices play a big role in making members stay loyal at Arjuna Fitness Gym in Nganjuk. This was proven by a significance level of less than 0.05 and an R² value of 17.8%. Each of these factors also positively influenced loyalty when examined on their own, which matches what we already know and provides helpful information for managers who want to boost customer loyalty.

Theoretical contribution/Originality: This research helps us understand why people keep coming back to gyms, focusing on a place in Indonesia named Nganjuk. It also updates what we know by showing how cost, service quality, and customer satisfaction interact in the local fitness community.

Practitioner/Policy implication: The findings give useful tips for gym leaders to improve their services, make smarter choices about quality and costs, and develop guidelines that motivate members to remain committed over the long term.

Research limitation: However, the research has some limitations because it only looks at three key factors and is based on just one gym. This makes it hard to apply the findings to other gyms.