Service Quality Dimensions and Customer Satisfaction in Fitness Services: Evidence from a SERVQUAL Survey in Greater Jakarta
DOI:
https://doi.org/10.55927/ijems.v4i2.45Keywords:
Service Quality, Customer Satisfaction, Fitness IndustryAbstract
This study investigates how perceived service quality influences overall customer satisfaction in fitness services. Using the SERVQUAL framework (tangibles, reliability, responsiveness, empathy, and assurance), we analyze survey responses from 60 customers of a commercial gym in Greater Jakarta. Reliability testing indicates acceptable internal consistency for most constructs (Cronbach’s α = 0.59–0.79). Multiple regression results show that reliability, responsiveness, empathy, and assurance significantly predict satisfaction (R² = 0.83; p < 0.01), while tangibles are positive but not statistically significant. The findings highlight the managerial importance of human-centered service delivery—particularly assurance and empathy—over physical cues alone. Implications for service operations and customer experience management are discussed
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