KEPUASAN LAYANAN SPORT MASSAGE BAGI PELANGGAN SPORT RECOVERY DI SHAREFIT SURABAYA

SATISFACTION WITH SPORT MASSAGE SERVICES FOR CUSTOMERS SPORT RECOVERY AT SHAREFIT SURABAYA

    Penelitian ini bertujuan untuk mengetahui kepuasan layanan sport massage bagi pelanggan sport recovery di ShareFit Surabaya. Penelitian ini menggunakan jenis deskriptif dengan pendekatan kuantitatif. Metode pengumpulan data menggunakan metode survei dengan instrumen berupa angket melalui wawancara dan google form sebanyak 31 butir pernyataan mencakup tentang lima dimensi kualitas layanan (tangible, reliability, responsiveness, assurance, dan emphaty) untuk mengukur kepuasan layanan pelanggan sport massage di ShareFit Surabaya. Teknik sampling menggunakan total sampling dengan sasaran penelitian ini seluruh pelanggan sport massage ShareFit Surabaya yang berjumlah 55 orang. Teknik analisis data menggunakan analisis data deskripsi kuantitatif dengan bentuk presentase.

    Hasil analisis data menunjukkan kepuasan layanan sport massage bagi pelanggan sport recovery di ShareFit Surabaya masuk dalam kategori “puas”. Penjelasan lebih detail hasil penelitian pada masing-masing dimensi, dimensi tangible menghasilkan nilai 54,56% dengan kategori “puas”. Dimensi reliability menghasilkan nilai 47,29% dengan kategori “puas”. Dimensi responsiveness menghasilkan nilai 41,83% dengan kategori “sangat puas”. Dimensi assurance menghasilkan nilai 38,20% dengan kategori “puas”. Dimensi emphaty menghasilkan nilai 34,54% dengan kategori “puas dan tidak puas seimbang”. Dengan hasil ini kualitas layanan di sport massage ShareFit Surabaya tergolong baik, akan tetapi pihak manajemen ShareFit Surabaya harus senantiasa mempertahankan dan meningkatkan kualitas pelayanannya agar dapat selalu memenuhi kepuasan para pelanggan. 

    This research aims to determine satisfaction with sports massage services for sports recovery customers at ShareFit Surabaya. This research uses a descriptive type with a quantitative approach. The data collection method uses a survey method with instruments in the form of questionnaires via interviews and Google forms with 31 statement items covering five dimensions of service quality (tangible, reliability, responsiveness, assurance, and empathy) to measure satisfaction with sports massage customer services at ShareFit Surabaya. The sampling technique used total sampling with the research target being all ShareFit Surabaya sports massage customers, totaling 55 people. The data analysis technique uses quantitative descriptive data analysis in percentage form.

    The results of data analysis show that satisfaction with sports massage services for sports recovery customers at ShareFit Surabaya is in the "satisfied" category. A more detailed explanation of the research results for each dimension, the tangible dimension produced a score of 54.56% in the "satisfied" category. The reliability dimension produces a score of 47.29% in the "satisfied" category. The responsiveness dimension produces a score of 41.83% in the "very satisfied" category. The assurance dimension produces a score of 38.20% in the "satisfied" category. The empathy dimension produces a score of 34.54% in the "balanced satisfied and dissatisfied" category. With these results, the quality of service at ShareFit Surabaya sports massage is classified as good, however, ShareFit Surabaya management must always maintain and improve the quality of its service so that it can always meet customer satisfaction.