Pengukuran tingkat kepuasan terhadap fasilitas pada pusat kebugaran Celebrity Fitness Lippo Karawaci dengan menggunakan model kano = Measuring level satisfaction of facilities in fitness centers Celebrity Fitness Lippo Karawaci using kano model

Darmawan, Ferry (2013) Pengukuran tingkat kepuasan terhadap fasilitas pada pusat kebugaran Celebrity Fitness Lippo Karawaci dengan menggunakan model kano = Measuring level satisfaction of facilities in fitness centers Celebrity Fitness Lippo Karawaci using kano model. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Berkurangnya jumlah konsumen pada Celebrity Fitness Lippo Karawaci memberikan banyak pertanyaan terhadap penyebabnya. Selain itu, banyak juga konsumen yang jarang datang, atau bahkan tidak pernah datang adalah salah satu masalah yang terjadi pada Celebrity Fitness Lippo Karawaci. Oleh karena itu perlu dilakukan penelitian mengenai analisis kepuasan konsumen pada Celebrity Fitness Lippo Karawaci. Tujuan penelitian ini adalah untuk mengetahui seberapa besar tingkat kepuasan konsumenCelebrity FitnessLippo Karawaci, sehingga dapat dilakukan perbaikan terhadap kualitas fasilitas dan pelayananuntuk mengembangkan pusat kebugaran Celebrity FitnessLippo Karawaci. Analisis kepuasan konsumen dilakukan dengan menggunakan model kano, yaitu dengan menyebarkan kuesioner kepada konsumen Celebrity FitnessLippo Karawaci. Pengolahan data dilakukan dengan melakukan uji kepentingan variabel, uji validitas, uji reliabilitas, pemetaan variabel, perhitungan nilai CS coefficient, uji tingkat kualitas variabel. Hasil yang ditunjukkan pada penelitian ini terdapat sebanyak 10 variabel yang perlu diperbaiki terlebih dahulu pada Celebrity FitnessLippo Karawaci. Variabel yang perlu diperbaiki diurutkan berdasarkan nilai extent of dissatisfaction tertinggi. Perbaikan dilakukan agar dapat mempertahankan konsumen yang ada dan menambah konsumen baru / Decreasing the number of consumers in Celebrity Fitness Lippo Karawaci provides a lot of questions on the cause. Moreover, the number of customers who rarely come, even never come is one of the problems that occur in Celebrity Fitness Lippo Karawaci. Therefore, it is necessary to research on the analysis of customer satisfaction in Celebrity Fitness Lippo Karawaci. The purpose of this research is to find out how big consumers satisfaction rate Celebrity Fitness Lippo Karawaci, so that improvements can be made to the quality of facilities and services to develop a fitness center Celebrity Fitness Lippo Karawaci. Analysis of customer satisfaction carried out by using kano model, by distributing questionnaires to consumers Celebrity Fitness Lippo Karawaci. The data processing is done by doing test variable interests, test validity test, reliability test, mapping variables, calculation of CS coefficient, variable test quality level. The results shown in this study there are total of 10 variables that need to be fixed first in Celebrity Fitness Lippo Karawaci. The order of variables that need to be fixed sorted by the value of the highest extent of dissatisfaction. Repairs were carried out in order to retain existing customers and adding new consumers

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