EFFECT OF HRM (RECRUITMENT & TRAINING) PRACTICES, SERVICE QUALITY ON REPEATED VISITS AT IMPERIAL GOLF CLUBS WITH CUSTOMER SATISFACTION AS INTERVENING VARIABLES

Abstract

Competition in the field of business and sports in this modern era makes the Imperial Golf Club
continue to improve its quality and quality in terms of service. Quality of service affects whether or
not many visitors. Quality services must be able to provide security, comfort, fluency and legal
certainty to customers. quality of service makes the dominant factor as well as good or bad
performance of the Imperial Golf Club organization itself in the eyes of the community.
implementation of good HR management practices (in the context above: HR practices that need to
be followed up namely motivation and service quality to achieve customer satisfaction with the
interest of repeat visits as the ultimate outcome of Imperial Golf Club management needs to
determine the right steps to follow up employee aspirations. of this study is to determine the effect of
HRM practices (Recruitment & Training) on service quality, determine the effect of service quality
on Golfer repeat visits, determine the effect of Customer Satisfaction on Golfer repeat visits,
knowing there is an influence of service quality on Customer Satisfaction at Imperial Golf Clubs.
this is a type of quantitative research The population of this study is all Golfer who visit Imperial
Golf Club.The total population of this study is 302 people consisting of both Golfer members and
non-members both domestic and golfer. sing. The sample selection in this study is based on
accidental sampling so that it can support this study and the determination of the number of samples
taken from the Slovin formula to obtain 173 respondents. Data Analysis Techniques The analytical
method used in this study is path analysis. The results of this study conclude there is an influence of
HRM (Recruitment & Training) practices on service quality, there is no effect on service quality on
Golfer repeat visits, there is an influence of Customer Satisfaction on Golfer repeat visits, and there
is an influence of service quality on Customer Satisfaction at Imperial Golf Clubs, as well as
customer satisfaction variable is not an appropriate intervening variable in mediating the effect of
service quality on repeat visits.