KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN DI PUSAT KEBUGARAN MERAPI VIEW GYM PERUMAHAN PESONA MERAPI SLEMAN YOGYAKARTA
Abstract
Abstrak
Penelitian ini bertujuan untuk mengetahui kepuasan pelanggan terhadap kualitas
pelayanan di pusat kebugaran Merapi View Gym Perumahan Pesona Merapi Sleman
Yogyakarta, yang terdiri dari faktor tangibles, reliability, responsivenes, assurance,
emphaty. Penelitian ini merupakan penelitian deskriptif kuantitatif menggunakan metode
survei dengan teknik pengambilan datanya menggunakan angket. Populasi dalam
penelitian ini adalah seluruh member pusat kebugaran Merapi View Gym Perumahan
Pesona Merapi Sleman Yogyakarta. Sampel dalam penelitian ini menggunakan teknik
accidental sampling dengan jumlah 30 responden. Uji validitas instrumen menggunakan
korelasi product moment dan diperoleh hasil 30 soal dinyatakan valid dengan nilai
korelasi ≥ r tabel 0.3061 atau probabilitas output SPSS ≤ 0,05. Uji Reliabilitas Instrumen
menggunakan rumus Alpha Cronbach dan memperoleh koefisien reliabilitas antara 0.80-
1.00. Teknik analisis data menggunakan analisis deskriptif yang dituangkan dalam bentuk
persentase. Berdasarkan hasil penelitian, dapat disimpulkan bahwa kepuasan pelanggan
terhadap kualitas pelayanan di pusat kebugaran Merapi View Gym Perumahan Pesona
Merapi Sleman Yogyakarta sebagian besar menyatakan dalam kategori “Baik”. Adapun
persentasenya adalah sebagai berikut, “Baik Sekali” sebesar 3 %, “Baik” sebesar 57 %,
“Sedang” sebesar 17 %, “Kurang” sebesar 20 %, “Kurang Sekali” sebesar 3 %.
Kata Kunci : kepuasan, pelayanan, fitness
Abstract
This study aims to determine customer satisfaction towards the services quality of
merapi view gym fitnes center at pesona merapi residential sleman yogyakarta, which is
consisting of tangibles, reliability, responsiveness, assurance, and emphaty factors. This
research is descriptive quantitative research with survey method and questionnaries as
the data collecting techniques. The population of this study were all members of the
merapi view gym fitnes center at pesona merapi residential sleman yogyakarta. The
sample of this research is using accidental sampling with 30 respondents. The validity
test of the instrument is using the product moment correlation and 30 questions declared
valid with correlation value > r table 0.3061 or SPSS probability output < 0,05. The
reliability instrument test is using Alpha Cronbach formula and obtain reliability
coefficient between 0.80-1.00. The data analysis using descriptive analysis as outlined in
percentages. Based on the result of the research, it concluded that the level of customer
satisfaction towards the services quality of merapi view gym fitnes center at pesona
merapi residential sleman Yogyakarta mostly expressed in the good category. While the
percentages is as follows, 3% stated verry good, 57% stated good, 17% stated moderate,
20% stated poor, and 3% stated very poor.
Key words: satisfaction, services, fitness
Penelitian ini bertujuan untuk mengetahui kepuasan pelanggan terhadap kualitas
pelayanan di pusat kebugaran Merapi View Gym Perumahan Pesona Merapi Sleman
Yogyakarta, yang terdiri dari faktor tangibles, reliability, responsivenes, assurance,
emphaty. Penelitian ini merupakan penelitian deskriptif kuantitatif menggunakan metode
survei dengan teknik pengambilan datanya menggunakan angket. Populasi dalam
penelitian ini adalah seluruh member pusat kebugaran Merapi View Gym Perumahan
Pesona Merapi Sleman Yogyakarta. Sampel dalam penelitian ini menggunakan teknik
accidental sampling dengan jumlah 30 responden. Uji validitas instrumen menggunakan
korelasi product moment dan diperoleh hasil 30 soal dinyatakan valid dengan nilai
korelasi ≥ r tabel 0.3061 atau probabilitas output SPSS ≤ 0,05. Uji Reliabilitas Instrumen
menggunakan rumus Alpha Cronbach dan memperoleh koefisien reliabilitas antara 0.80-
1.00. Teknik analisis data menggunakan analisis deskriptif yang dituangkan dalam bentuk
persentase. Berdasarkan hasil penelitian, dapat disimpulkan bahwa kepuasan pelanggan
terhadap kualitas pelayanan di pusat kebugaran Merapi View Gym Perumahan Pesona
Merapi Sleman Yogyakarta sebagian besar menyatakan dalam kategori “Baik”. Adapun
persentasenya adalah sebagai berikut, “Baik Sekali” sebesar 3 %, “Baik” sebesar 57 %,
“Sedang” sebesar 17 %, “Kurang” sebesar 20 %, “Kurang Sekali” sebesar 3 %.
Kata Kunci : kepuasan, pelayanan, fitness
Abstract
This study aims to determine customer satisfaction towards the services quality of
merapi view gym fitnes center at pesona merapi residential sleman yogyakarta, which is
consisting of tangibles, reliability, responsiveness, assurance, and emphaty factors. This
research is descriptive quantitative research with survey method and questionnaries as
the data collecting techniques. The population of this study were all members of the
merapi view gym fitnes center at pesona merapi residential sleman yogyakarta. The
sample of this research is using accidental sampling with 30 respondents. The validity
test of the instrument is using the product moment correlation and 30 questions declared
valid with correlation value > r table 0.3061 or SPSS probability output < 0,05. The
reliability instrument test is using Alpha Cronbach formula and obtain reliability
coefficient between 0.80-1.00. The data analysis using descriptive analysis as outlined in
percentages. Based on the result of the research, it concluded that the level of customer
satisfaction towards the services quality of merapi view gym fitnes center at pesona
merapi residential sleman Yogyakarta mostly expressed in the good category. While the
percentages is as follows, 3% stated verry good, 57% stated good, 17% stated moderate,
20% stated poor, and 3% stated very poor.
Key words: satisfaction, services, fitness
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