TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS JASA PELAYANAN FITNESS CENTER GEDUNG OLAHRAGA UNIVERSITAS NEGERI YOGYAKART

Abstract

ABSTRAK
Penelitian ini bertujuan untuk mengetahui tingkat kepuasan konsumen fitness center
gedung olahraga Universitas Negeri Yogyakarta terhadap kualitas jasa pelayanan.
Penelitian ini merupakan penelitian deskriptif menggunakan metode survei dengan
teknik pengambilan datanya menggunakan angket. Populasi dalam penelitian ini adalah
member fitness center Gedung Olahraga Universitas Negeri Yogyakarta. Sampel dalam
penelitian ini diambil 30 orang dengan teknik pengambilan sampel kebetulan (accidental
sampling). Uji validitas instrumen menggunakan korelasi product moment dan uji
reliabilitas instrumen menggunakan rumus Alpha Cronbach. Teknik analisis data
menggunakan analisis deskriptif yang dituangkan dalam bentuk persentase.
Hasil penelitian menunjukkan bahwa tingkat kepuasan konsumen fitness center
gedung olahraga Universitas Negeri Yogyakarta terhadap kualitas jasa pelayanan sebagian
besar berada pada kategori sangat puas dengan persentase 50 %, adapun persentasenya
masing- masing faktor adalah sebagai berikut: berdasarkan faktor tangibles berada pada
kategori sangat puas 36,7 %, faktor empathy dengan katagori sangat puas 40,0 %, faktor
reliability dengan kategori sangat puas53,3 %, faktor responsiveness dengan kategori sangat
puas 23,3 %, faktor assurance dengan kategori sangat puas 46,7 %
Kata kunci: kepuasan, jasa pelayanan, fitness center
LEVEL OF CUSTOMER SATISFACTION ON THE QUALITY SWRVICE FROM
FITNESS CENTER SPORT HALL YOGYAKARTA STATE UNIVERSITY
ABSTRACK
The study has an objective in figurin out the level of customer satisfacation on the quality of
services given by the fitness center sport hall, yogyakarta state university.
The research was a descriptive study using survey methods with the data colletion
techniques used the questionnaire. The population was the members of Fitness Center Sport
Hall Yogyakarta State University. The sample in this study was gained from 30 people with
the accidental sampling techniques. The validity test of instrumen was using the product
moment correlation and the reliability test for the instrument was using cronbach alpha
formula. Thby using data were analyzed by using descriptive analysis elaborated in the from
of a percentage.
The results give the desciption that the level of customer satisfaction on the quality of
services given by Fitness Center Sport Hall Yogyakarta State University is mostly in the very
satisfied level with a percentage at 50%, while percentage of each factor is as follows: based
on the factors of tangibls, it is in the very satisfied level at 36,7%, based on the factor of
empathy, it is in the very satisfied level at 40% relibility factor is in the very satisfied level at
23,3%, assurance factor is in the very satisfied level at 46,7%.
Keywords: satisfacation, services, fitness cente