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All Journal International Journal of Economic Integration and Regional Competitiveness
Iil Nur Khamilatul Fitria
Muhammadiyah University of Sidoarjo, Indonesia

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ANALYSIS OF CUSTOMER SATISFACTION LEVEL USING QFD AND IPA METHODS TO IMPROVE SERVICE QUALITY Iil Nur Khamilatul Fitria; Wiwik Sulistiyowati
International Journal of Economic Integration and Regional Competitiveness Vol. 2 No. 8 (2025): International Journal of Economic Integration and Regional Competitiveness
Publisher : Antis Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61796/ijeirc.v2i8.382

Abstract

Objective: The high level of complaints about service in the last three months—29.2% in September, 35.2% in October, and 35.2% in November—motivates this research to analyze the factors influencing the level of customer satisfaction at Gym Fitness Of Sidoarjo. Method: Data analysis was conducted by distributing questionnaires, which were then tested for validity and reliability. The analysis methods used are Quality Function Deployment (QFD) and Important Performance Analysis (IPA), which clarify how improvements can be made. Result: The research results reveal that the service variables in the dimensions of reliability and satisfaction that do not meet customer expectations include: workers providing wholehearted service, workers maintaining the cleanliness and comfort of the gym room, equipping gym equipment and repairing damaged facilities and infrastructure, and providing a suggestion box. Novelty: These findings suggest that improvements in these service areas can increase customer satisfaction and help maintain customer loyalty at Gym Fitness of Sidoarjo.
Co-Authors Wiwik Sulistiyowati