Members' Satisfaction Level on Service Quality at the Melia Gym Fitness Center, Bantul Yogyakarta

Abstract

This study was conducted to investigate the members' satisfaction level on service quality at fitness center Melia Gym Bantul Yogyakarta. This research is compiled from a theoretical study consisting of tangibles, reliability, responsiveness, assurance, and empathy dimensions. This research is a quantitative descriptive study using a survey method with a questionnaire as the data collection technique. The sampling method used in this study was purposive sampling. The data analysis technique used descriptive analysis which was expressed in percentage form. The results of data analysis show that the members' satisfaction level on service quality at the Melia Gym Bantul Yogyakarta fitness center is in the “very satisfied” category. A more detailed explanation of the research results in each dimension are; the tangible dimension obtained a value of 80% with the “very satisfied” category, the reliability dimension obtained 56% or “very satisfied” category, the responsiveness dimension obtained 56% or “very satisfied” category, the assurance aspect obtained 50% or “very satisfied” category and the empathy aspect obtained 70% or “very satisfied” category. Researchers' suggestion for the Melia Gym fitness center is to always improve and maintain the quality of its services in order to meet member satisfaction.