PENGARUH TINGKAT KUALITAS PELAYANAN FITNESS CENTER HEALTH AND SPORT CENTER (HSC) UNY TERHADAP KEPUASAN MEMBER - Salsabila, Nisrina Aulia; Sudibjo, Prijo; Miftachurochmah, Yulvia (Majalah Ilmiah Olahraga (MAJORA), 2023)
Penelitian ini bertujuan untuk mengetahui pengaruh tingkat kualitas pelayanan Fitness Center HSC UNY terhadap kepuasan member. Kualitas layanan didasarkan pada dimensi kehandalan (reliability), ketanggapan (responsiveness), keyakinan atau jaminan (assurance), perhatian (empathy), dan tampilan fisik atau berwujud (tangibles). Jenis penelitian ini adalah kuantitatif dengan pendekatan ex post facto. Populasi dalam penelitian ini adalah member Fitness Center HSC UNY yang berjumlah 154 orang. Teknik sampling yang digunakan yaitu purposive sampling, dengan kriteria (1) pernah fitness di HSC UNY minimal 1 kali, (2) bersedia menjadi sampel, (3) mengembalikan angket yang telah diberikan peneliti. Berdasarkan kriteria tersebut yang memenuhi berjumlah 97 orang. Instrumen yang digunakan yaitu kuesioner. Teknik analisis data menggunakan analisis regresi berganda. Hasil penelitian menunjukkan bahwa (1) Ada pengaruh yang signifikan kehandalan Fitness Center HSC terhadap tingkat kepuasan member, dengan nilai p < 0,05 dan sumbangan sebesar 32,64%. (2) Ada pengaruh yang signifikan ketanggapan Fitness Center HSC terhadap tingkat kepuasan member, dengan nilai p < 0,05 dan sumbangan sebesar 14,93%. (3) Ada pengaruh yang signifikan keyakinan Fitness Center HSC terhadap tingkat kepuasan member, dengan nilai p < 0,05 dan sumbangan sebesar 15,63%. (4) Ada pengaruh yang signifikan kehandalan Fitness Center HSC terhadap tingkat kepuasan member, dengan nilai p < 0,05 dan sumbangan sebesar 10,60%. (5) Ada pengaruh yang signifikan tampilan fisik Fitness Center HSC terhadap tingkat kepuasan member, dengan nilai p < 0,05 dan sumbangan sebesar 9,91%. (6) Ada pengaruh yang signifikan kualitas layanan Fitness Center HSC terhadap tingkat kepuasan member, dengan nilai p < 0,05 dan sumbangan sebesar 66,70%. EFFECT OF THE LEVEL OF SERVICE QUALITY OF FITNESS CENTER HEALTH AND SPORT CENTER (HSC) UNY TOWARDS THE MEMBERS' SATISFACTION AbstractThis research aims to determine the effect of the level of the service quality of the UNY HSC Fitness Center towards the members' satisfaction. Service quality is based on the dimensions of reliability, responsiveness, assurance, empathy, and physical appearance or tangibles. The type of research was the quantitative study with an ex post facto approach. The research population was 154 members of the HSC UNY Fitness Center. The sampling technique used the purposive sampling, with the criteria: (1) had done the exercise at HSC UNY at least 1 time, (2) were willing to be a sample, (3) returned the questionnaire that the researcher had given. Based on these criteria, there were 97 people who fulfilled it. The research instrument was a questionnaire. The data analysis technique used multiple regression analysis. The results show that (1) there is a significant effect of the reliability of the HSC Fitness Center towards the level of members' satisfaction, with a p value < 0.05 and a contribution of 32.64%. (2) There is a significant effect of the responsiveness of the HSC Fitness Center on the level of members' satisfaction, with a p value < 0.05 and a contribution of 14.93%. (3) There is a significant effect of HSC Fitness Center beliefs on the level of member satisfaction, with a p value < 0.05 and a contribution of 15.63%. (4) There is a significant effect of the reliability of the HSC Fitness Center on the level of member satisfaction, with a p value < 0.05 and a contribution of 10.60%. (5) There is a significant effect of the physical appearance of the HSC Fitness Center towards the level of member satisfaction, with a p value < 0.05 and a contribution of 9.91%. (6) There is a significant effect of the service quality of HSC Fitness Center towards the level of members' satisfaction, with a p value < 0.05 and a contribution of 66.70%.