1Rulianta Dwi Mundita, 2Sumaryanto, 3Inas Gita Amalia, 4Muhammad Fatih Humam, 5Vistor Syapri Maulana, 6Muh Batistuta Fitoni Nuradila, 7Muhammad Rifqi Munaya, 8R. Permana Wijaya
1,2,3,4,5,6,7,8Department of Sport Science, Faculty of Sport and Health Science, Yogyakarta State University, Indonesia St. Colombo No. 1, Karangmalang, Yogyakarta, 55281, Yogyakarta
DOI : https://doi.org/10.47191/ijmra/v8-i01-39Google Scholar Download Pdf
ABSTRACT:
This study aims to determine the level of customer satisfaction with the quality of services provided by the Sports Dormitory of the Faculty of Sports Science (FIK), Yogyakarta State University (UNY). This research is compiled from theoretical studies related to the level of consumer satisfaction with the quality of a service. This research is a quantitative descriptive study using a survey method with a questionnaire instrument. The sampling method used in this study is incidental sampling, which means that consumers who are encountered when researchers are at the FIK UNY Sports Dormitory will be given a questionnaire. Of the 60 population, there were 28 samples in this study. The data source was obtained from a questionnaire in the form of a statement of 40 items. The data analysis technique used in this research is quantitative descriptive statistical technique with percentage calculations. Based on the results of data analysis, it shows that the level of consumer satisfaction with the quality of service of the FIK UNY Sports Dormitory can be known to have a percentage, namely the category is very satisfying 3.6%, the category is satisfying 25%, the category is quite satisfying 39.3%, the category is unsatisfactory 28.6%, and very unsatisfactory 3.6%. From the above statement it can be said that the level of satisfaction of dormitory residents on the quality of dormitory services is in the quite satisfactory category with a percentage of 39.3%. The researcher's suggestion for the FIK UNY Sports Dormitory is to continue to improve the quality of its services, especially in terms of tangible and reliability factors, so that with better service, it is hoped that these services will be in great demand by the community.
KEYWORDS:customer satisfaction, service quality, dormitory
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