Evaluasi Kualitas Layanan pada “Surya Yudha Sport Center” dengan Pendekatan Importance-Performance

Abstract

The purpose of this study is to see how high the performance and interests of Surya Yudha Sport Center customer to the five dimensions of service quality consisting of physical evidence, reliability, responsiveness, assurance and empathy. And what indicators should be maintained and immediately improved by Surya Yudha Sport Center to meet customer satisfaction. Importance Performance Analysis (IPA) will be the method in this research. This method is used to know how big the level of importance and performance of employees and to know what indicators should be improved and maintained by Surya Yudha Sport Center. Based on the results of descriptive analysis per dimension shows that the average importance of respondents to the quality of service is 4.03 and included in the criteria important. Thus the average consumer has given a high rating on the interests of consumers of service quality Surya Yudha Sport Center. The highest importance occurs in the tangible dimension has an assessment of 4.07 (important). The next sequence is the responsiveness dimension with an average of 4.07 (important), the empathy dimension with the assessment of 4.06 (important), the dimension of reliability with the assessment of 4.02 (important), and finally the assurance dimension with rating of 3, 91