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All Journal Community: Jurnal Hasil Penelitian dan Pengabdian Masyarakat
Chairul Anam
Sekolah Tinggi Ilmu Ekonomi Mahardhika Surabaya
Education Public Health Social Sciences

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The Influence of Service Quality, Facilities, and Employee Performance on Customer Satisfaction at Rafania Fit Club, Mojokerto City Masfi'atun Nikmah; Chairul Anam; Risa Mayasari; Latif Syaipudin
Community: Jurnal Hasil Penelitian dan Pengabdian Masyarakat Vol. 5 No. 2 (2026): Action Research and Community Development
Publisher : Perkumpulan Dosen Tarbiyah Islam Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61166/community.v5i2.389

Abstract

This study aims to analyze the influence of service quality, facilities, and employee performance on customer satisfaction at Rafania Fit Club. The research is motivated by the intensifying competition within the fitness service industry, which compels companies to provide excellent service to enhance customer satisfaction. Customer satisfaction is a crucial factor for business sustainability, as it relates to customer loyalty and the inclination of customers to continue using the services offered. This study employs a quantitative approach, utilizing primary data collected through questionnaires distributed to 60 customers of Rafania Fit Club. A purposive sampling technique was used, with criteria including customers who have utilized the services for either less than or more than two months. Data analysis was conducted using multiple linear regression with the aid of SPSS version 22, encompassing validity tests, reliability tests, classical assumption tests, t-tests, F-tests, and the coefficient of determination (R²). The results indicate that service quality, facilities, and employee performance have a positive and significant impact on customer satisfaction, both individually and simultaneously. Service quality emerged as the most dominant variable. The coefficient of determination (R²) value of 0.798 indicates that 79.8% of the variance in customer satisfaction can be explained by these three variables. In conclusion, customer satisfaction at Rafania Fit Club is influenced by service quality, facilities, and employee performance.
Co-Authors Latif Syaipudin Masfi'atun Nikmah Risa Mayasari