Tingkat Kepuasan Member Terhadap Kualitas Pelayanan di Pusat Kebugaran Melia Gym Bantul Yogyakarta
Abstract
Penelitian ini dilakukan bertujuan untuk mengetahui: bagaimana tingkat kepuasan member terhadap kualitas pelayanan di pusat kebugaran Melia Gym Bantul Yogyakarta. Penelitian ini disusun dari kajian teori yang terdiri dari dimensi tangibles, reliability, responsivenes, assurance, emphaty. Penelitian ini merupakan penelitian deskriptif kuantitatif menggunakan metode survei dengan teknik pengambilan datanya menggunakan angket. Penelitian ini dilakukan di pusat kebugaran Melia Gym pada bulan Mei tahun 2022. Metode pengambilan sampel yang digunakan pada penelitian ini yaitu purposive sampling dengan kriteria sampel yaitu: (a) terdaftar member aktif di Melia Gym tahun 2022 (b) member usia 20 tahun sampai 40 tahun (c) sudah member di Melia Gym minimal lebih dari 2 bulan (d) bersedia menjadi responden penelitian. Sehingga penelitian ini mendapatkan 30 orang sampel dari 80 member aktif. Uji validitas instrumen menggunakan korelasi product moment dan diperoleh hasil 30 soal pertanyaan dinyatakan valid dengan nilai korelasi ≥ r tabel 0.443 dan hasil uji reliabilitas Sebanyak 30 item pertanyaan dianalisis menggunakan teknik alpha cronbach menunjukkan rtt > 0.600, maka dapat disimpulkan bahwa semua pertanyaan dalam penelitian ini dinyatakan reliabel. Teknik analisis data menggunakan analisis deskriptif yang dituangkan dalam bentuk persentase. Hasil analisis data menunjukkan tingkat kepuasan member terhadap kualitas pelayanan di pusat kebugaran Melia Gym Bantul Yogyakarta masuk dalam kategori “sangat puas”. Penjelasan lebih detail hasil penelitian pada masing-masing dimensi, dimensi tangible menghasilkan nilai 80% dengan kategori “sangat puas”, dimensi reliability 56% “sangat puas”, dimensi responsiveness 56% “sangat puas”, aspek assurance 50% “sangat puas” dan aspek empathy 70% “sangat puas”. Saran peneliti bagi pusat kebugaran Melia Gym, yaitu untuk senantiasa meningkatkan dan mempertahankan kualitas pelayanannya agar dapat memenuhi kepuasan para member.
Copyright (c) 2023 faiq ramadhani, Fatkurahman Arjuna
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