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Analisis Kualitas Layanan Sports Massage di Kota Surabaya dengan Menggunakan Pendekatan SERVQUAL Mulyono; Darisman, Eka Kurnia; Utomo, Gatot Margisal
SPRINTER: Jurnal Ilmu Olahraga Vol. 7 No. 2 (2026): SPRINTER: Jurnal Ilmu Olahraga
Publisher : MAN Insan Cendekia Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46838/spr.v7i2.1005

Abstract

The development of sports massage services in large cities such as Surabaya requires service providers to deliver service quality that meets customer expectations. This study aimed to analyze the service quality of sports massage services in Surabaya using the SERVQUAL approach. A descriptive quantitative method with a survey design was employed. The research sample consisted of 100 respondents who were users of sports massage services, selected using an accidental sampling technique. The research instrument was a SERVQUAL questionnaire comprising five dimensions: tangibles, reliability, responsiveness, assurance, and empathy, measured using a 5-point Likert scale. Data were analyzed descriptively by calculating the mean scores of perceptions, expectations, and the service quality gap (perception–expectation). The results indicated that all SERVQUAL dimensions exhibited negative gap values, suggesting that customers’ perceptions had not fully met their expectations. The largest gaps were found in the reliability and assurance dimensions (–0.57), while the smallest gap was observed in the responsiveness dimension (–0.52). In conclusion, the quality of sports massage services in Surabaya can be categorized as good; however, improvements are still required, particularly in service reliability and assurance, to optimally meet customer expectations.
Respon Masyarakat Terhadap Usaha Budidaya Jamur Tiram oleh Kelompok Shodaqoh Sampah Di Desa Karangsari Aris Slamet Widodo; Winny Setyo Nugroho; Hardin; Mulyono; Puji Qomariyah; Bahrul Ulum; Agatha Zenobia Rahma; Ari Suseno; Hidman Permono
Altifani Journal: International Journal of Community Engagement Vol. 6 No. 1 (2026): Altifani Journal: International Journal of Community Engagement
Publisher : Universitas Muhammadiyah Palembang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32502/altifani.v6i1.1212

Abstract

Karangsari Village is one of the villages that has developed oyster mushroom cultivation through the Shodaqoh Sampah Group. The effectiveness of this enterprise is not only determined by the technical aspects of cultivation but also by community responses toward oyster mushroom cultivation. This activity aims to analyze community responses to oyster mushroom cultivation and to identify internal and external factors correlated with these responses. Community responses were measured through three aspects: cognitive, affective, and conative. The method employed emphasized a participatory approach. Community responses were collected through focus group discussions (FGDs), questionnaires, and interviews. The data obtained were then analyzed descriptively to determine the tendency of community responses. The results indicate that community responses in the cognitive, affective, and conative aspects were categorized as very good. Correlation analysis showed that age had a significant negative correlation with responses, while income had a significant positive relationship. External factors, such as access to information and social support, had more dominant positive influence on all response aspects. These findings emphasize that the sustainability of oyster mushroom cultivation in Karangsari Village can be strengthened through improving access to information and enhancing community social support.
The Influence Of Organizational Culture And Work Discipline On Customer Service At Pt. Sapek Child's Cord Lestary, Permata; Mulyono; Muhammad Ridwan
Smart International Management Journal Vol 1 No 1 (2024): March 2024
Publisher : CV. HEI PUBLISHING INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70076/simj.v1i1.2

Abstract

This study aims to examine and analyze the influence of organizational culture and work discipline on customer service at PT. Korda Anak Sapek. This research is a quantitative study. The sampling technique used is saturation sampling, meaning all members of the population are used as samples. The number of samples used is 80 respondents. The data obtained were analyzed using validity tests, reliability tests, classical assumption tests, multiple linear regression tests, hypothesis tests, and determination coefficient tests using the SPSS program (Statistic Package for the Social Sciences). The results of the partial testing for organizational culture have a significant effect on customer service. Work discipline has a significant effect on customer service. Meanwhile, simultaneous testing for organizational culture and work discipline has a positive and significant effect on customer service at PT. Korda Anak Sapek.
Co-Authors Abdul Aziz Adi Nur Cahyono Afnan, Ahmad Afriyani, Hapin Agatha Zenobia Rahma Agung Astuti Agusandhya, Nabila Ahmad Fandy Ahmad Zaeni, Ahmad Ainur Rofiq Alfiadi Alfiana Alim, Hafizhun Amira Sulkha Fatika Amirah Fitria Sabrina Anas Ahmadi Andrew Alvaro Hazizi Anung Priambodo Aos Sutisna Arief Setyawan Aris Slamet Widodo Aristoteles, Aristoteles Ayudya Maharani, Dinar Azhar Azisi A’Immatul Listi A. M. Bagus Sumargo, Bagus BAHRUL ULUM Bambang Heri Isnawan Bambang Suryono, Bambang BAYU AKBAR HARMONO Brahmana Rangga P Budi Purnomo Budi Waluya D. Pandiangan, Kamisah Darisman, Eka Kurnia David Rizar Nugroho Dendy Steferry Winanto Destia Wahyu Hidayati, Destia Wahyu Dewi Oktavia Putri Dharma Utamayasa, I Gede Dian Herasari, Dian Dianita Indrawati Diengga Sandy Yudistira Djodjok Soepardjo Dwi Kusuma Wijaya Dwi Sakethi Dwi Yuwono, Suripto Eddie Bachtiar Siagian EDI SYAHPUTRA Edy Ismail Efridani Lubis Eka Kurnia Darisman Emi Pujiastuti Enden Darjatul Ulya Erdien, Fareka Erri Kisando Sinaga Farid Pribadi Fauzi, Kms. M. Amin Fauzia, Lisa fauziah putri Febrianus Rio Sasuwang Fina Nur Kholisah Fitri Amillia Gatot Margisal Utomo Guruh Ramdani Hananto Puriana, Ramadhany Happy Lumbantobing, Happy Haq, Amalia Dhiaul Hardin Hariyono Hasan Sazali Hayyul Mubarok Henry Prasetyo, Henry Heri Satria Hery Tristijanto Hidayat, Diky Hidman Permono Hulman Panjaitan I Gede Darma Utamayasa I Gede Dharma Utamayasa Ibnu Hadi Ibnu Salman Rosid Ika Sartika Iltizam, Ratu Prameswari Indrawati, Ragil Tri Iqbal Kharisudin Irma Yusriani Simamora Ismawandi Iwan junaedi Iwan Junaedi Izzah, Ismatul Jablonski, Simone Jeremi Penatas John Pieris Juriana Jusep Saputra, Jusep Kadir, Adriani Kadtabalubun, Clara Kalam Aryo Yudo Kartono Kawijaya, Joni Khadijah, Mutiara KHOIRUL ANAM Khushik, Ghulam Abbas Khusnul Khotimah Kirana, Siti Julpia Kisyani Laksono Layn, Muhamad Ruslan Lestary, Permata Ludwig, Matthias Lukman Habibul Umam Luluk, Luluk ananta Luqmanul Hakim Luthfia Fathi Pusposari M. Denny Surindra Mahardika, Riga Marka, Difa Nabila Masrukan Masrukan Maysun Salwaa, Nadiya Med Irzal Miftahul Afifur Rohman Mintowati Mintowati, Maria Mita Rilyanti Mochamad Nuruz Zaman Moh Nur Hidayatullah Mohammad Imron Muhammad Fahruddin Muhammad Ridwan Muhammad Zidan Pasya Muhammad, Eka Suryana Mukhzamilah Musdalifa Muslih, M. H. Musthofa, Halim Nasution, Buyung Saroha Nazhiifah, Nisriina Nina Sulistyowati Noviana Dini Rahmawati NOVITASARI Nur Fitriyani Nuravazia, Naila Nurfaiza Nuryadi, Achmad Octa Pratama Putra Oehler, Deng-Xin Ken Olivia Andi Calista Pieter Pelamonia, Shandy Prasetyoutomo, Dwijo Puji Qomariyah PURIANA, RAMADHANY HANANTO Puspitasari, Ema Putikadyanto, Agus Purnomo Ahmad Putra, Anggi Rama R. Anggraeni R. Murwani Raharjo, Resdianto Permata Rahayu Puji Suci Rahmatullah Bin Arsyad Ratna Widyati Rega Dian Kusuma Rentika Hadi, Santika Ria Arafiah Ricki Adi Sanja Riga Mardhika Risya Indriyanti Surya Rizki Dwi Ariyanto Rizqiawan, Muhammad Aditya Rohmad Arkam Rohman, Saipul Rosmi, Yandika Fefrian Ryan Imanuel Malau Satrio Ardiansyah, Adi Savitri, Agusniar Dian Septiana Rinal Ably, Demma Setiawan, Ananda Verry Sholehurrohman, Ridho Singalodra, Nurita Sinta Elviyanti Sira'a, Yulianti Siregar, Dania Siti Nur Intihani Soedjono Sri Rahardjo St. Budi Waluya Sugiyarto Sugiyarto Sukestiarno, Y.L. Suparman Sururi Ikfi Survival suseno, ari suseno Sutoyo Sutoyo Tarwichatul Jadidah Tudeq, Yohanes Wilhelmus Tuti Hastuti Ulya, Enden Darjatul Wahyu Isti Nugroho Widyanti Rahayu Winny Setyo Nugroho WORO MAHMUDAH, WINDA Wulandari, Annisa Yandika Fefrian Rosmi Yoesuf, Juliani Paramitha Yogantara, A. O. Yohana Jesika Lujunai Yusuf Mustofa, Yusuf Zakiah Rizki Z