Strategic Management to Improve Service Quality and Customer Satisfaction in Fitness Centres: A Multi-Case Study of Two Types of Fitness Centres in Bogor
Journal Title: International Journal of Multidisciplinary Research and Analysis - Year 2024, Vol 7, Issue 06
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.
Authors and Affiliations
Fauzan Asa Habiburrahman , Martono ,
Keywords
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- EP ID EP738891
- DOI 10.47191/ijmra/v7-i06-66
- Views 116
- Downloads 0
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