PENGARUH PERSEPSI TERHADAP ORGANISASI PEMBELAJAR DAN SERVANT LEADERSHIP TERHADAP KUALITAS PELAYANAN INTERNAL PADA PUSAT-PUSAT KEBUGARAN GOLD'S GYM DI INDONESIA
| Main Authors: | , Paramita, , Prof. Dr. Djamaluddin Ancok, MA. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2012
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/99757/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=55822 |
Daftar Isi:
- The main objective of this study is to identify the relationship between Learning Organization as well as Servant Leadership with Internal Service Quality in Gold�s Gym Indonesia�s fitness center. There is a significant competition between new fitness centers in DKI Jakarta which is actually a branch from other countries. These factors that influences the growth of a fitness center is new member, extending membership and personal training session. These factors are closely related to the external service quality of which the trainers will satisfy the consumer. So, in order to survive in this strong competition, these services must be enhanced. In Service Profit Chain by Heskett, External Service Quality depends on Internal Service Quality, hence the variables that influences Internal Service Quality should be found. The variables that was assumed to give influences are Learning Organization and Servant Leadership. Watkins & Marsick (2003) said that Learning Organization is a continuous, strategically used process, integrated with and running parallel to work. Other variable such as Servant Leadership, which means the kind of leadership who serves the ones below, according to Greenleaf (1994). Hence, there are three hypotheses to this study, which are that there is a positive relationship between Learning Organization and Internal Service Quality, Servant Leadership and Internal Service Quality as well as both Learning Organization and Servant Leadership simultaneously to Internal Service Quality. From the study using 292 samples, showed that neither Learning Organization�s perception or Servant Leadership�s perception has a positive relationship to Internal Service Quality. The high numbers of means of three variables were probably caused by another variable such as intrinsic motivators. Then Herzberg�s based questionnaire were given to the same sample to support the assumption. From the descriptive statistics, it was clearly shown that the employees were highly intrinsically motivated to do their job well and serve better service to their clients.