PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN WONG CLUB FITNES DI SAMARINDA TAHUN 2020

Abstract

This study aims to determine the effect of service quality on consumer satisfaction at Wong Fitness Club Samarinda in 2020. This study used a descriptive type of research with a quantitative approach, and was carried out at Wong Fitness Club Samarinda. This study aims to determine the quality of service available at Wong Fitness Club, as well as to determine the effect of service quality on customer satisfaction at Wong Fitness Club Samarinda in 2020. The population in this study are customers who come to Wong Club Fitness Samarinda. The total population obtained is 40 respondents. Data collection was taken through observation, interviews, questionnaires, and documentation. The author acts as a direct interviewer to collect data through the owners, employees, and customers of Wong Club Fitness Samarinda. The results showed that service quality has a positive and significant influence on customer satisfaction.