ANALISIS KDALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN Dl SPA CLUB ARENA YOGYAKARTA
Sari
Abstrak
Penelitian ini bertujuan untuk mengetahui analisis kualitas pelayanan terhadap
kepuasan konsumen di Spa Club Arena Yogyakarta.
Penelitian ini merupakan penelitian deskriptif, metode yang digunakan dalam
penelitian inia dalah metode survei, dengan instrument angket. Nilai validitas intrumen
sebesar 0,854 dan nilai reliabilitas sebesar0,964. Subjek penelitian yang digunakan adalah
konsumen di Spa Club Arena Yogyakarta yang berjumlah 65 orang. Teknik analisis data
menggunakan statistik desktiptif dengan rumus persentase.
Hasil penehtian menunjukkan dari 65 responden diketahui analisis kualitas pelayanan
terhadap kepuasan konsumen di SPA Club Arena Yogyakarta sebagian besar mempunyai
sikap Puas sebesar 43,08 %, sikap tidak puas sebesar 26,15 %, Sangat Tidak Puas 20,0 %
dan Sangat Puas 10,77 %. Berdasarkan hasil penelitian tersebut diartikan kualitas pelayanan
terhadap kepuasan konsumen di SPA Club Arena Yogyakarta adalah Puas.
Kata kunci : Kualitas Pelayanan, Kepuasan Konsumen,Spa Club Arena
THE QUALITY ANALYSIS OF CUSTOMER SATISFACTION IN SPA CLUB ARENA
YOGYAKARTA.
Abstrac
This research aims to know the quality analysis of customer satisfaction in Spa Club Arena
Yogyakarta Consist of aspects of direct evidence, reliability, responsiveness, assurance, and
empathy.
This research is descriptive research using survey method with questionnaires. The number of
validity of instrument is 0,854 and reliability value is 0,964. Research subject is customer in Spa Club
Arena Yogyakarta totaling 65 people. Data were analyzed using statistical descriptive with
percentage formula.
The result showed that 65 respondents are known quality analysis service concern customer
satisfaction in SpaClub Arena Yogyakarta mostly have satisfied 43.08%, dissatisfied 26.15%, very
dissatisfied 20.0% and very satisfied 10.77%. Based on the result of these research defined quality of
service to customer satisfaction in Spa Club Arena Yogyakarta is satisfied.
Key word: service quality, customer satisfaction, Spa Club Arena
Penelitian ini bertujuan untuk mengetahui analisis kualitas pelayanan terhadap
kepuasan konsumen di Spa Club Arena Yogyakarta.
Penelitian ini merupakan penelitian deskriptif, metode yang digunakan dalam
penelitian inia dalah metode survei, dengan instrument angket. Nilai validitas intrumen
sebesar 0,854 dan nilai reliabilitas sebesar0,964. Subjek penelitian yang digunakan adalah
konsumen di Spa Club Arena Yogyakarta yang berjumlah 65 orang. Teknik analisis data
menggunakan statistik desktiptif dengan rumus persentase.
Hasil penehtian menunjukkan dari 65 responden diketahui analisis kualitas pelayanan
terhadap kepuasan konsumen di SPA Club Arena Yogyakarta sebagian besar mempunyai
sikap Puas sebesar 43,08 %, sikap tidak puas sebesar 26,15 %, Sangat Tidak Puas 20,0 %
dan Sangat Puas 10,77 %. Berdasarkan hasil penelitian tersebut diartikan kualitas pelayanan
terhadap kepuasan konsumen di SPA Club Arena Yogyakarta adalah Puas.
Kata kunci : Kualitas Pelayanan, Kepuasan Konsumen,Spa Club Arena
THE QUALITY ANALYSIS OF CUSTOMER SATISFACTION IN SPA CLUB ARENA
YOGYAKARTA.
Abstrac
This research aims to know the quality analysis of customer satisfaction in Spa Club Arena
Yogyakarta Consist of aspects of direct evidence, reliability, responsiveness, assurance, and
empathy.
This research is descriptive research using survey method with questionnaires. The number of
validity of instrument is 0,854 and reliability value is 0,964. Research subject is customer in Spa Club
Arena Yogyakarta totaling 65 people. Data were analyzed using statistical descriptive with
percentage formula.
The result showed that 65 respondents are known quality analysis service concern customer
satisfaction in SpaClub Arena Yogyakarta mostly have satisfied 43.08%, dissatisfied 26.15%, very
dissatisfied 20.0% and very satisfied 10.77%. Based on the result of these research defined quality of
service to customer satisfaction in Spa Club Arena Yogyakarta is satisfied.
Key word: service quality, customer satisfaction, Spa Club Arena
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