THE EFFECT OF CUSTOMER MOTIVATION,SERVICE QUALITY AND SATISFACTION ON CUSTOMER LOYALTY FUTSALIN DKI JAKARTA

Abstract

Recently, futsal sport is very popular in Indonesia society especially young people. Thedemand of this sport is very high. Many entrepreneurs started business in the futsal sport,however, the increasing of the business causes a high competition, therefore,theyshouldknow what influence factors of costumer motivation to play in futsal court. Themanagements have to meet of the standards of good quality to give a satisfaction forfutsal costumer, which end of the day could increase of consumer loyalty. The researchwas conducted on a futsal court in DKI Jakarta. The sample are 17 futsal court in DKIJakarta. Method of sampling is a stratified random sampling,The results of multipleregression analysis, there are a significant influence simultaneously of ConsumerMotivation, Quality of Service and Customer Satisfaction on Consumer Loyalty.Thevalue of F is 22.716, moreover, the value of effect in simultaneously of consumermotivation, quality of service and customer satisfaction on customer loyalty is27.8%. Onother hand, thevalues of effect in partial are22.4%, 18.7% and 12.3%. This researchhas suggested that each of independent variables have supported each other and theeffect of significant has nearly same value when their run joint together and separate

Keywords: Futsal, Motivation, Quality of Service, Satisfaction, Customer Loyalty