Evaluation of Service Quality in Fitness Center (Case Study: Rumble Training Camp)

Maharani, Hallered Vistalica Dewanti (2024) Evaluation of Service Quality in Fitness Center (Case Study: Rumble Training Camp). Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Industri kebugaran tumbuh dan menjadi lebih kompetitif, mendapatkan perspektif konsumen tentang kualitas layanan sangat penting bagi pusat kebugaran untuk mengidentifikasi area yang perlu ditingkatkan. Penelitian ini bertujuan untuk mengevaluasi kesenjangan kualitas layanan berdasarkan harapan anggota dan kualitas layanan yang dirasakan di Rumble Training Camp Lagoon Avenue Mall. Penelitian ini merupakan jenis penelitian kuantitatif yang menggunakan data primer yang dikumpulkan dari 66 responden. Importance Performance Analysis (IPA) digunakan untuk menentukan area yang perlu ditingkatkan. Kriteria responden yang digunakan dalam penelitian ini adalah anggota di Rumble Training Camp Lagoon Avenue Mall. Instrumen pengukuran dalam penelitian ini menggunakan metode SERVQUAL dan IPA. Penelitian ini menggunakan SERVQUAL untuk menilai kesenjangan kualitas layanan, IPA untuk menentukan skala prioritas berdasarkan hasil kuadran, dan diagram tulang ikan untuk menentukan penyebab masalah. Hasil penelitian menunjukkan bahwa beberapa atribut layanan memiliki kinerja yang baik termasuk ketersediaan umpan balik dari instruktur selama sesi pelatihan, keterampilan instruktur profesional, kesopanan instruktur, protokol keselamatan selama sesi pelatihan, dan keramahan dan perlakuan dari staf dan instruktur. Sementara itu, atribut yang kinerjanya kurang baik dan menjadi prioritas perbaikan adalah kebersihan dan kenyamanan area pelatihan serta kondisi fasilitas pelatihan. Rekomendasi yang diberikan antara lain peningkatan pelatihan staf, mekanisme umpan balik secara real time, perbaikan lingkungan, alokasi sumber daya secara strategis, serta penilaian berkelanjutan untuk meningkatkan kualitas layanan secara keseluruhan dan kepuasan anggota
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Fitness industry grows and becomes more competitive, gaining consumer perspectives on service quality is critical for fitness centers to identify areas for improvement. This research aims to evaluate the gap of service quality based on member expectations and perceived service quality in Rumble Training Camp Lagoon Avenue Mall. This research is a type of quantitative research that uses primary data collected from 66 respondents. The Importance Performance Analysis (IPA) was used to determine the area for improvements. The respondent criteria used in this research were members in Rumble Training Camp Lagoon Avenue Mall. The measure instrument in this research uses the SERVQUAL and IPA methods. This research use SERVQUAL to assess the gap of service quality, IPA to determine priority scale based on quadrant results, and fishbone diagram to determine the cause of the problem. The results show that some service attributes have good performance including the availability of feedback from the instructors during the training session, professional instructors skills, instructors politeness, safety protocols during the training session, and kindness and treatment from staff and instructors. Meanwhile, attributes that have poor performance and are prioritized for improvement are cleanliness and comfort of training areas and the condition of training facilities. Recommendations include intensified staff training, real-time feedback mechanisms, environmental improvements, strategic resource allocation, and ongoing assessments to enhance overall service quality and member satisfaction

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Fishbone Diagram, Fitness Center, IPA, Service Quality, SERVQUAL, Use of SERVQUAL & IPA
Subjects:	H Social Sciences > H Social Sciences (General) T Technology > T Technology (General) > T58.8 Productivity. Efficiency
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Hallered Vistalica Dewanti Maharani
Date Deposited:	12 Aug 2024 06:51
Last Modified:	27 Aug 2024 01:38
URI:	http://repository.its.ac.id/id/eprint/113940

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