CD Skripsi

Analisis Pengembangan Strategi Kepuasan Pelanggan Pada Ramon Body Building Gym Dikota Pekanbaru

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Customer satisfaction strategies at Ramon Body Building Gym in Pekanbaru city. This study aims to determine the development of customer satisfaction strategies in Ramon Body Building Gym in Pekanbaru city. The population in this study were consumers at the Ramon Body Building Gym in Pekanbaru, the data collection was carried out using a questionnaire with a sample of 100 people, using a sampling technique. The analysis in this study uses the IPA (Importance Performance Analysis) with the help of the SPSS version 22 program.

The results of this study indicate that: 1) Service Performance on Customer Expectations for the Physical Form dimension (Tangible) in the category of very satisfied, 2) Service Performance on Customer Expectations for the Reliability dimension (Reliability) in the category of very satisfied, 3) Service Performance on Customer Expectations for the Capture dimension (Responsiveness) in the category of very satisfied, 4) Service Performance of Customer Expectations for the Assurance dimension in the very satisfied category, 5) Service Performance of Customer Expectation for the Empathy dimension in the category of unsatisfied. Furthermore, the strategy that must be carried out at Ramon Body Building Gym in Pekanbaru City is to pay attention to employees or crew in order to look neat and clean. As well as providing convenience for registration to become a member through social media. Then for further research so that the researchers add the Promotion Variable, Trust towards customer satisfaction and Customer Loyalty.
Keywords: Service Quality, Customer Expectations, Customer Satisfaction

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

02 02.120 (0051)

Penerbit

Pekanbaru : Universitas Riau – Fakultas Ekonomi Dan Bisnis – Manajemen., 2020

Deskripsi Fisik

xi, 92 hlm.: ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

02 02.120 (0051)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

Sastria

Versi lain/terkait

Lampiran Berkas

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