ANALISIS VIDEO PERTANDINGAN TIM PUTRA FLOORBALL JAWA TIMUR PADA FINAL EKSIBISI PON XXI ACEH-SUMUT 2024

Abstract

Abstract

This study aimed to determine the level of consumer satisfaction with the service quality of Antares Fitness & Aerobic Surabaya based on five service dimensions: responsiveness, assurance, empathy, tangibles, and reliability. This research employed a quantitative descriptive approach using a survey method. Data were collected through questionnaires. The population of this study consisted of all members of Antares Fitness & Aerobic Surabaya, while the sample was selected using purposive sampling, involving 20 respondents. Instrument validity was tested using product moment correlation, in which questionnaire items were considered valid if the correlation value was ≥ the r table value (0.3598) or if the significance value was ≤ 0.05. Instrument reliability was tested using the Cronbach’s Alpha formula, resulting in a reliability coefficient ranging from 0.00 to 0.200. Data analysis was conducted using descriptive analysis, presented in percentages. The results showed that the overall level of consumer satisfaction with the service quality of Antares Fitness & Aerobic Surabaya was categorized as Very Low, with 11 respondents (55%). Meanwhile, 6 respondents (30%) were categorized as Very High, 2 respondents (10%) as High, and 1 respondent (5%) in other categories. In conclusion, consumer satisfaction with the service quality of Antares Fitness & Aerobic Surabaya remains predominantly in the Very Low category.

Keywords: consumer satisfaction, service quality, fitness center.

Abstrak

Penelitian ini bertujuan untuk mengetahui tingkat kepuasan konsumen pusat kebugaran Antares Fitness & Aerobic Surabaya terhadap kualitas pelayanan yang diterima berdasarkan lima dimensi pelayanan, yaitu daya tanggap, jaminan, empati, bukti fisik, dan keandalan. Penelitian ini menggunakan pendekatan deskriptif kuantitatif dengan metode survei. Pengumpulan data dilakukan menggunakan kuesioner. Populasi penelitian adalah seluruh anggota Antares Fitness & Aerobic Surabaya, sedangkan sampel penelitian ditentukan dengan teknik purposive sampling sebanyak 20 responden. Uji validitas instrumen dilakukan menggunakan korelasi product moment, dengan kriteria butir pernyataan dinyatakan valid apabila nilai korelasi ≥ r tabel (0,3598) atau nilai signifikansi ≤ 0,05. Uji reliabilitas instrumen menggunakan rumus Alpha Cronbach dan diperoleh koefisien reliabilitas pada rentang 0,00–0,200. Teknik analisis data menggunakan analisis deskriptif yang disajikan dalam bentuk persentase. Hasil penelitian menunjukkan bahwa tingkat kepuasan konsumen terhadap kualitas pelayanan Antares Fitness & Aerobic Surabaya secara keseluruhan berada pada kategori Sangat Rendah, yaitu sebanyak 11 orang (55%). Sementara itu, 6 orang (30%) berada pada kategori Sangat Tinggi, 2 orang (10%) pada kategori Tinggi, dan 1 orang (5%) pada kategori lainnya. Berdasarkan hasil tersebut, dapat disimpulkan bahwa tingkat kepuasan konsumen terhadap kualitas pelayanan Antares Fitness & Aerobic Surabaya secara umum masih berada pada kategori Sangat Rendah.

Kata Kunci: Kepuasan Konsumen Kualitas Pelayanan Fitness Center