| dc.description.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 | en_US |
