Miryam, Naomi (2022) Strategi terbaik untuk mendapatkan loyal customer pada industri tempat kebugaran menggunakan data yang diproses menggunakan smart-pls : pengaruh konten media sosial terhadap minat penggunaan jasa tempat kebugaran (fitness center) = Best strategy to get loyal customer in fitness industry using data processed from smart-pls : the effect of social media content on customer engagement and its impact on customer intention. Masters thesis, Universitas Pelita Harapan.
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Abstract
Meningkatnya jumlah pusat kebugaran memicu para profesional bisnis untuk menerapkan teknik
pemasaran yang efektif. Penelitian ini bertujuan untuk menganalisis dan menguji anteseden konten
dalam pemasaran media sosial, yaitu interaksi sosial (Social Interaction), interaksi penyedia layanan
(Service Provider Interaction), konsep diri (Self-Concept), informasi fungsional (Functional
Information), dan informasi menghibur (Entertaining Information) pada keterlibatan
pelanggan(Customer Engagement), dan pengaruhnya terhadap niat penggunaan berkelanjutan
(Customer Usage Intention) dan kata elektronik positif dari mulut ke mulut (Electronic Word Of
Mouth), dimoderatori oleh literasi kesehatan. Kerangka konseptual diuji secara empiris pada
pelanggan klub kebugaran. Sebuah survei kuantitatif menggunakan metode data cross-sectional
dilakukan. Responden dipilih berdasarkan kriteria tertentu, dan data dikumpulkan menggunakan
kuesioner online berskala Likert. Sampel terdiri dari 236 responden, dan analisis data dilakukan
dengan menggunakan Partial Least Square-Structural Equation Modeling (PLS-SEM). Hasil
menunjukkan bahwa keterlibatan memiliki efek pada niat penggunaan terus menerus (Continuous
Usage Intention) dan kecenderungan untuk menyebarkan positif E-WOM (Positive Electronic Word
of Mouth). Selain itu, Literasi Kesehatan (Health literacy) belum menunjukkan pengaruh moderator
yang substansial. Sebagai gantinya, literasi kesehatan dicirikan sebagai prediktor moderasi. Hasil
penelitian mungkin memiliki konsekuensi manajerial untuk administrasi fasilitas kebugaran. / The rising number of fitness centers compelled business professionals to implement effective
marketing techniques. This study aimed to analyze and test the antecedent of content in social media
marketing, namely social interaction (SI), service provider interaction (SPI), self-concept (SC),
functional information (FI), and entertaining information (EI) on customer engagement, and its
effect on continuous usage intention (CUI) and positive electronic word of mouth (E-WOM),
moderated by health literacy. The conceptual framework was empirically tested on customers of the
fitness club. A quantitative survey employing the cross-sectional data method was done. The
respondents were selected based on specific criteria, and data was collected using a Likert-scaled
online questionnaire. The sample consisted of 236 respondents, and data analysis was conducted
using Partial Least Square-Structural Equation Modelling (PLS-SEM). The results demonstrated
that engagement has an effect on continuous usage intention (CUI) and the propensity to spread
positive E-WOM (PEW). In addition, Health Literacy has not demonstrated a substantial
moderating influence. In exchange, health literacy is characterized as a predictor of moderation.
The research outcome may have managerial consequences for the fitness facility administration that
discussed in this article.
Item Type: | Thesis (Masters) |
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Creators: | Creators NIM Email ORCID Miryam, Naomi NIM01638210003 naomi.miryam@gmail.com UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Antonio, Ferdi NIDN0321026802 ferdi.antonio@gmail.com |
Uncontrolled Keywords: | Konten Kesehatan; Media Sosial ; Keterlibatan Pelanggan ; Minat Penggunaan Layanan ; E-WOM Positif. |
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Management Current > Faculty/School - UPH Karawaci > Business School > Master of Management |
Depositing User: | Users 29132 not found. |
Date Deposited: | 21 Feb 2023 01:05 |
Last Modified: | 21 Feb 2023 01:05 |
URI: | http://repository.uph.edu/id/eprint/54669 |