1Fauzan Asa Habiburrahman, 2Martono
1,2Faculty of Sport and Health Science, Yogyakarta State University, Indonesia
DOI : https://doi.org/10.47191/ijmra/v7-i06-66Google Scholar Download Pdf
ABSTRACT:
This multi-case study aims to analyse the strategic management picture to improve service quality and customer satisfaction of two types of Bogor Fitness Centres. The method used in this research is mixed methods. The combined research method (mixed methods) is a research method that combines quantitative methods with qualitative methods. Based on the results of the study, it shows that the assessment of the quality of service provided by Reborn Fitness is as many as 12 people (40%) stated very good, and 18 people (60%) stated very good. This is also indicated by the customer satisfaction assessment provided by Reborn Fitness, namely as many as 4 people (13.3%) stated very good, 23 people (76.7%) stated very good, 2 people (6.7%) stated acceptable, and 1 person (3.3%) stated questionable. Based on the results of the study, it shows that the assessment of the quality of service provided by Fithub Fitness is as many as 25 people (78.1%) stated very good, and 7 people (21.9%) stated very good. This is also indicated by the assessment of customer satisfaction provided by Fithub Fitness as many as 19 people (59.4%) stated very good, 11 people (34.4%) stated very good and 2 people (6.2%) stated acceptable.
KEYWORDS:strategic management, service quality, customer satisfaction, fitness centres.
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Volume 07 Issue 06 June 2024
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