The Effect of Service Quality on Fitness Customer Satisfaction

Abstract

The research aims to examine the effect of partial service quality on member satisfaction of fitness and simultaneous service quality on member satisfaction. The design of the research based on its purpose is to include explanatory research. The research population was members, and a total sample of 50 respondents was taken. Data analysis techniques using multiple regression analysis with SPSS version 17. Hypothesis testing is done partially and simultaneously. The results showed that partially tangible, reliability, responsiveness, assurance, and emphaty significantly influence member satisfaction. Therefore, simultaneously tangible, reliability, responsiveness, assurance, and emphaty significantly influence member satisfaction. The coefficient of determination (R square) of 87.2% means the service quality variable is able to explain its effect on changes in the satisfaction variable and the remaining 12.8% is explained by other variables. Thus, service quality has a significant effect on member satisfaction or fitness customers