Peningkatan Kualitas Pelayanan (SERVQUAL) Pada World Fit Gym Kota Bekasi

Imam Darmawan; Febrisi Dwita

Imam Darmawan Universitas Bina Insani
Febrisi Dwita Universitas Bina Insani

Abstract

This research aims to evaluate the implementation of service quality at World Fit Gym in Bekasi City. The research method uses descriptive analysis with a qualitative approach, this research collects data from gym members through data triangulation, such as observation, in-depth interviews, and documentation, which includes measuring tangibles, Reliability, Responsiveness, Assurance, and Empathy to see the quality of service provided by World Fit Gym. The results of the analysis show that the majority of members are satisfied with the quality of service provided, but there are some areas that require further improvement. Improvements in a more consistent class schedule and more routine maintenance of gym equipment were identified as important factors to increase member satisfaction. This study suggests that World Fit Gym management focuses on continuous training for instructors, increased frequency of cleaning, and improved technology systems for booking and payment rooms. Implementation of these recommendations is expected to increase member loyalty and the gym's competitiveness in an increasingly competitive fitness market.

References

[1] F. Dwita and L. Agustine, “Creating Customer Satisfaction to Customer Loyalty: The Role of Service Quality in Every ‘Moment of Truth,’” Business and Entrepreneurial Review, vol. 23, no. 1, pp. 51–68, Jun. 2023, doi: 10.25105/ber.v23i1.15481.
[2] N. K. Sumiari, “Pengukuran Customer Satisfaction Index Terhadap Pelayanan di Century Gym,” Sisfotenika, vol. 7, no. 1, pp. 25–37, 2017.
[3] W. Parimita, C. Wiradendi Wolor, F. Dwita, and Y. Sedyoningsih, “Personality Wars: Nurturing Job Satisfaction While Battling Burnout and Heavy Work Investment,” 2023, doi: 10.5110/77.
[4] M. P. DANI HERMAWAN, “Manajemen sarana dan prasarana,” Jawa Timur: Klik Media, 2021.
[5] A. Parasuraman, V. A. Zeithaml, and L. L. Berry, “A conceptual model of service quality and its implications for future research,” J Mark, vol. 49, no. 4, pp. 41–50, 1985.
[6] S. Septiana and J. Alie, “Pengaruh Tangible, Reliability, Responsiveness, Assurance, dan Emphaty Terhadap Kepuasan Pelanggan Perempuan Pada Osbond Gym Palembang,” MBIA, vol. 22, no. 2, pp. 325–339, 2023.
[7] F. Dwita, D. Sudiantini, L. Agustine, Y. Sedyoningsih, and K. Channa, “The Effect of Moment of Truth, Service Quality and Customer Satisfaction on Customer Loyalty,” Journal of Economics, Finance and Management Studies, vol. 6, no. 01, pp. 137–145, 2023.
[8] F. Maulana, “Pengaruh Kualitas Pelayanan Dan Experiential Marketing Terhadap Loyalitas Pelanggan Pada Pusat Kebugaran D’Gym Apita Cirebon,” Indonesian Journal of Strategic Management, vol. 2, no. 2, 2019.
[9] P. Akhsa Nabila, W. A. Indriyansyah, and F. Dwita, “Influence Of Facility and Quality Of Service On Customer Loyalty Through Customer Satisfaction,” 2022, [Online]. Available: http://nusantaramadanijurnal.org
[10] M. Bernik, “Analisis kualitas pelayanan untuk meningkatkan kepuasan konsumen: studi kasus gold’s gym bandung,” Jurnal Manajemen Teori Dan Terapan, vol. 3, no. 1, pp. 1–19, 2019.
[11] F. Dwita, S. Sumardiono, R. Apriani, L. Agustine, and T. L. Rivaldo, “The effect of supply chain management practices based on enterprise resource planning systems on retail performance through competitive advantage,” Jurnal Manajemen Bisnis dan Kewirausahaan, vol. 7, no. 6, pp. 1429–1439, 2023.
[12] M. E. Damayanti, S. Pawenang, and A. Y. Burhanuddin, “Motivasi, Lokasi dan Kualitas Pelayanan Terhadap Keputusan Pemilihan Fitness Center Sebagai Tempat Berolahgara (Studi Kasus pada Classic Gym Klaten),” Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah, vol. 4, no. 6, pp. 1653–1662, 2022.
[13] M. R. Fadli, “Memahami desain metode penelitian kualitatif,” Humanika, Kajian Ilmiah Mata Kuliah Umum, vol. 21, no. 1, pp. 33–54, 2021.