CUSTOMER SATISFACTION MEASUREMENTAT GRAVITY GYM

Kamil, Fajar Diniari (2019) CUSTOMER SATISFACTION MEASUREMENTAT GRAVITY GYM. S1 thesis, Universitas Atma Jaya Yogyakarta.

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Abstract

The development of a business is the main goal of a business. Many ways can be done to achieve development in the business. Increasing customer satisfaction is the most effective way to support business success. In the service sector, increasing customer satisfaction is done through improving or improving the quality of products, prices, places, promotions, people, processes, and the physical environment.This study was used to measure and analyze customer satisfaction Grafity Gym. The study took a sample of 70 customers. The data analysis method used consisted of percentage analysis, arithmetic mean analysis, and paired sample t-test analysis.The results of research that are known about customers related to product factors, price, place, promotion, people, process, and physical environment, before they occur after the change of management at Grafity Gym. The results of the study also provide evidence about the level of customer satisfaction in the product, price, place, promotion, people, process, and physical environment factors after the change of management.

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