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Analysis of Effects of Service Quality and Loyalty on Interest Rates of Basketball Athletes in Sahabat Basketball Club Yogyakarta

Author

Listed:
  • Putro Kukuh Hardopo

    (Master Program in Sports Sciences, Universitas Negeri Yogyakarta, Indonesia)

  • Siswantoyo

    (Faculty of Sports Sciences, Universitas Negeri Yogyakarta, Indonesia)

  • Aman Mohd Salleh

    (Sport Centre, Universiti Malaya, Malaysia)

Abstract

In business, especially basketball experience an increased very rapidly, both in terms of quality and quantity in Yogyakarta. Customer as the facilities and services the user pays the cost, much influenced by several internal and external factors. These factors have a major influence on the process of the customer to pay a fee to join and dues in Basketball Clubs. This type of research is descriptive with mixed qualitative and quantitative approach, population in this study is the Athlete Club Basketball “Sahabat” of Yogyakarta, with the number of 20 people, the study sample was determined by random sampling. The technique of collecting data using questionnaires. SPSS.21 using data analysis techniques. While looking at the level of loyalty of respondents to the basketball club Yogyakarta “Sahabat”, 13 of 20 respondents said well (65%) and 7 respondents (35%) had middle loyalty. So from this study showed that customer trust is strongly influenced by the good facilities, appropriate tariffs, staff were nice, the service was very good, and therefore in this study obtained very significant results to customer satisfaction or athletes in the Club Basketball “Sahabat” of Yogyakarta.

Suggested Citation

  • Putro Kukuh Hardopo & Siswantoyo & Aman Mohd Salleh, 2020. "Analysis of Effects of Service Quality and Loyalty on Interest Rates of Basketball Athletes in Sahabat Basketball Club Yogyakarta," HOLISTICA – Journal of Business and Public Administration, Sciendo, vol. 11(2), pages 151-160, August.
    • Handle: RePEc:vrs:hjobpa:v:11:y:2020:i:2:p:151-160:n:11
    DOI: 10.2478/hjbpa-2020-0025
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    References listed on IDEAS

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    1. Avourdiadou, Sevastia & Theodorakis, Nicholas D., 2014. "The development of loyalty among novice and experienced customers of sport and fitness centres," Sport Management Review, Elsevier, vol. 17(4), pages 419-431.
    2. Sevastia Avourdiadou & Nicholas D. Theodorakis, 2014. "The development of loyalty among novice and experienced customers of sport and fitness centres," Sport Management Review, Taylor & Francis Journals, vol. 17(4), pages 419-431, October.
    3. Wolfgang Ulaga & Andreas Eggert, 2006. "Relationship value and relationship quality: Broadening the nomological network of business-to-business relationships," Post-Print hal-00482522, HAL.
    4. Ennew, Christine T. & Binks, Martin R., 1999. "Impact of Participative Service Relationships on Quality, Satisfaction and Retention: An Exploratory Study," Journal of Business Research, Elsevier, vol. 46(2), pages 121-132, October.
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