The Effect of Total Quality Management, Service Quality, and Promotion on Member Satisfaction: A Case Study at Fithub ITC Kuningan Jakarta
Keywords:
Total Quality Management, Service Quality, Promotion, Customer SatisfactionAbstract
This study aims to analyze the influence of Total Quality Management (TQM), service quality, and promotions on member satisfaction at FIT HUB, with a case study at the FIT HUB ITC Kuningan Jakarta branch. This research employs a quantitative method with a sample of 85 respondents who are active FIT HUB members. Data collection was conducted through questionnaires and analyzed using multiple linear regression methods. The findings indicate that Total Quality Management, service quality, and promotions significantly affect member satisfaction. Each variable contributes differently to enhancing customer satisfaction. Total Quality Management plays a crucial role in establishing optimal operational standards, service quality enhances customer experience, and promotions serve as a supporting factor in increasing member attraction and loyalty. The study concludes that improving quality management, excellent service, and effective promotional strategies can enhance FIT HUB member satisfaction. These findings are expected to serve as a reference for FIT HUB management in developing better business strategies to maintain and increase customer satisfaction.
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