AFRIYANDI, ARI (2025) PENGARUH TOTAL QUALITY MANAGEMENT, KUALITAS PELAYANAN, DAN PROMOSI TERHADAP KEPUASAN MEMBER FITHUB (Studi Pada FIT HUB Cabang ITC Kuningan Jakarta). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
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. Keywords: Total Quality Management, Service Quality, Promotion, Customer Satisfaction. Penelitian ini bertujuan untuk menganalisis pengaruh Total Quality Management (TQM), kualitas pelayanan, dan promosi terhadap kepuasan member FIT HUB, dengan studi kasus pada cabang FIT HUB ITC Kuningan Jakarta. Dalam penelitian ini, metode kuantitatif digunakan dengan teknik pengambilan sampel sebanyak 85 responden yang merupakan member aktif FIT HUB. Pengumpulan data dilakukan melalui penyebaran kuesioner dan dianalisis menggunakan metode regresi linear berganda. Hasil penelitian menunjukkan bahwa Total Quality Management, kualitas pelayanan, dan promosi memiliki pengaruh signifikan terhadap tingkat kepuasan member. Secara parsial, setiap variabel menunjukkan kontribusi yang berbeda dalam meningkatkan kepuasan pelanggan. Total Quality Management berperan penting dalam menciptakan standar operasional yang optimal, kualitas pelayanan berkontribusi terhadap pengalaman positif pelanggan, dan promosi menjadi faktor pendukung dalam meningkatkan daya tarik serta loyalitas member. Kesimpulan dari penelitian ini menegaskan bahwa peningkatan manajemen kualitas, pelayanan prima, serta strategi promosi yang efektif dapat meningkatkan kepuasan member FIT HUB. Hasil penelitian ini diharapkan dapat menjadi referensi bagi manajemen FIT HUB dalam menyusun strategi bisnis yang lebih baik untuk mempertahankan dan meningkatkan kepuasan pelanggan. Kata kunci: Total Quality Management, Kualitas Pelayanan, Promosi, Kepuasan Pelanggan.
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