ABSTRACT
ABSTRACT
Rendra Chaerudin, The Influence of Service Delivery System on Customers Loyalities at Bikasoga Sport Club Bandung.
Health center business competition has become intense and harder nowadays, companies are demanded to always give its best service so they will not lose their Customers. The service delivery system serves an important factor for winning the competitions on health center service. In order to increase customers loyalities, a company must to deliver a service with the best, because good services delivery according to the company, does not mean that service gives maximal benefit for its customers. So, the company must services delivery that can give maximal benefit in order to make customers become loyal to the company.
Bikasoga Sports Club is a services company wich provide sports and recreation facilities. In services delivery is measured from three demensions : physical evidence, people and process.
The main objective of this research is to find out the influence of service delivery system on customers loyalities at Bikasoga Sports Club Bandung.
The result of the research shows that respondents responses on Bikasoga Sports Club service delivery system is good. The level of customers loyalities tend to be not quite high. Statistics shows that total influence of service delivery system on customers loyalities is 6.69%. Its mean that service delivery system gives not quite high on customers loyalities. Per dimension test shows that people dimension have not significant influenced on customers loyalities, discase cause by the customers uncare for the company employee. Although for other dimension that is physical evidence to give influence 2.21% (Pyx1 = -0,286) and process dimension to give influence 4.73% (Pyx3 = 0,327), this dimension have the biggest influence on customers
loyalities.
The outcomes of this research is expected to be beneficial for Bikasoga Sports Club management in developing its service delivery System.
