The Effects of Service Quality on Customer’s Satisfaction in Low-Cost Fitness Center in Semarang, Indonesia

Abstract

This study aimed to analyze the level and the effects of service quality on customer satisfaction. The research was designed as a quantitative study with a quota sampling technique (non-probability sampling). A total of 420 respondents were collected from 14 fitness centers. Data were analyzed by percentage, mean, standard deviation and regression analysis. The results revealed that assurance, empathy, reliability, and responsiveness of perceived service quality had a higher value than expected service quality. On the other hand, tangible was the only dimension fell short of customers’ expectation. The results indicate a positive relationship between service quality and overall satisfaction. Four variables; namely tangible dimension, empathy dimension, personal class, and membership positively related to the overall satisfaction.