ANALISIS KEPUASAN KONSUMEN TERHADAP TEMPAT GYM DENGAN MENGGUNAKAN METODE SERVQUAL (Studi Kasus di Jax’s Gym Purwokerto)

WINARNO, DAVID TRI (2017) ANALISIS KEPUASAN KONSUMEN TERHADAP TEMPAT GYM DENGAN MENGGUNAKAN METODE SERVQUAL (Studi Kasus di Jax’s Gym Purwokerto). Bachelor thesis, UNIVERSITAS MUHAMMADIYAH PURWOKERTO.

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DAVID TRI WINARNO COVEr.pdf

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DAVID TRI WINARNO BAB I.pdf

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Abstract

This research aims to find out the satisfaction of members of the services provided by Jax Gym Purwokerto and the service factor that should be the main priority in the preparation of service strategy in Jax Gym Purwokerto. The samples obtained in this study amounted to 90 people. Samples taken are customers who have utilized Jax Gym at least 3 (three) months and aged between 15 - 30 years. The hyphothesis test was by Importance Performance Analysis method. The result of the research that level of satisfaction of Member Jax Gym Purwokerto of 90.84%, this indicates that the service place of Jax Gym Purwokerto covering aspects of reliability, responsiveness, assurance, empathy and tangibility already satisfy the consumer. The aspects that affect the satisfaction of the responses need to be prioritized is the aspect of responsiveness. The aspects that affect the satisfaction of members needs to be retained is the reliability aspects. The aspects that affect the satisfaction of members who rated still considered less important to members, while the quality of its execution or simply just is the aspect of assurance. The aspects that affect the satisfaction of members who judged superfluous in corporate governance are aspects emphaty and tangibility.

Item Type: Thesis (Bachelor)
Additional Information: Pembimbing: Drs. Suyoto, M.Si
Uncontrolled Keywords: Service, Satisfaction, Importance Performance Analysis
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Danarto Kh
Date Deposited: 11 Sep 2017 02:44
Last Modified: 11 Sep 2017 02:44
URI: http://repository.ump.ac.id/id/eprint/3952

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