Relationship Between Service Quality and Customer Delight and Customer Loyalty at the Fitness Center Business in East Java

This article aims to analyze the relationship between Service Quality and Customer Delight and Customer Loyalty at the Fitness Center Business in East Java. This research method This research is an explanatory research. The unit of analysis in this study is the individual. The respondents of this research are members of the Fitness Center in East Java. The population in this study were all fitness members in the East Java region who during 2019-2020 years extended their membership at least twice and were in East Java, especially the Kartosusilo Gate area which includes the cities of Gresik, Bangkalan, Mojokerto, Surabaya, Sidoarjo and Lamongan. The number of sufficient samples is 365 respondents. The results show that Service Quality has no significant effect on customer delight. This is because with standard equipment and services, members feel happy. Likewise, the characteristics of the majority of fitness center members are individuals who feel quite happy with the situation and conditions provided by the manager, thereby indicating that the Service Quality at the current Fitness Center business in East Java has not been able to encourage an increase in customer delight. The results of this study also show that Service Quality has a significant effect on Customer Loyality, thus Service Quality at the current Fitness Center business in East Java can encourage the increase in Customer Loyality. Given the large role of service quality on customer loyalty, it is recommended that companies always maintain and improve service quality at the Fitness Center business in East Java.

Management Heterogeneity and Effective Decision Making

The current study explores the influence of management heterogeneity on decision- making effectiveness. Heterogeneity is learning to work with difference. Effective decision-making describes choices that are consistent and value maximizing within specified constraints. Management heterogeneity is one of the most important issues in present era of globalization. Visionary organizations are focusing on the phenomenon of workforce heterogeneity more comprehensively. The study focuses on four important dimensions of heterogeneity namely age, gender, tenure and functional aspects. Decision making dimensions used in this study are creative/innovative in decision making (CIDM), problem solving in decision making (PSDM) and quality in decision making (QDM). Decisions are very crucial for organization’s competitiveness. The target population of this study is the workforce of scheduled commercial banks in Pakistan. The banking sector has been selected because the sector is most updated, automated and mature as compared to other sectors in Pakistan. Data was collected through a structured questionnaire. Data was acquired from 412 officers / executives of private, public and specialized banks. The entire analysis was conducted through SPSS 15.0 version. Results of the study revealed that there is significant influence of management heterogeneity on effective decision making. Hence dynamic organizations should strive for more heterogeneous workforce for better decision making, profitability and competitive advantage. Key Words: Management Heterogeneity, Effective Decision Making, Visionary Organizations, Globalization, Competitiveness.