THE EFFECT OF CUSTOMER EXPERIENCE QUALITY ON CUSTOMER LOYALTY STUDY OF DF FIT CLUB

Brian, . (2023) THE EFFECT OF CUSTOMER EXPERIENCE QUALITY ON CUSTOMER LOYALTY STUDY OF DF FIT CLUB. S1 thesis, Universitas Atma Jaya Yogyakarta.

Preview	Text (Brian) 191224790_Chap 0.pdf Download (395kB) | Preview
Preview	Text 191224790_Chap 1.pdf Download (344kB) | Preview
Preview	Text 191224790_Chap 2.pdf Download (287kB) | Preview
	Text 191224790_Chap 3.pdf Restricted to Registered users only Download (250kB)
	Text 191224790_Chap 4.pdf Restricted to Registered users only Download (477kB)
Preview	Text 191224790_Chap 5.pdf Download (1MB) | Preview

Abstract

This study examines how loyalty in DF Fit Club is impacted by the caliber of the client experience. Using a 5-point Likert scale, the survey was performed online using Google Forms. Data from 128 respondents who are 17 years of age or older, respondents who have trained at DF Fit Club at least once in the past year, and respondents who have been members of DF Fit Club in the past year were gathered using the purposive sampling approach. The data were analyzed using SmartPLS version 3.2.9 and a partial least square-structural equation model (PLS-SEM). The results demonstrate that customer experience quality, customer-customer interaction quality, and customer-employee interaction quality are all related to customer loyalty. Furthermore, these findings demonstrate that enhancing the quality of service outcomes leads to loyal consumers who have positive interactions with employees and other customers.

Actions (login required)

View Item