How Personal Trainer Service Quality Drives Fitness Member Satisfaction

Abstract

Objective. This study aims to determine the extent to which personal trainers influence the quality of tangible services , the consistency and reliability of services , responsiveness in responding to customer needs , trust and assurance provided to customers , and the ability to understand customer needs and feelings ( Empathy ).

Materials and Methods. This study uses an experimental survey research method with a quantitative descriptive design. The research sample uses the following criteria: (a) being an active member at Masagi Fitness Center in 2025; (b) members aged between twenty and forty years; (c) having been a member for at least two months; and (d) The research sample consists of fitness members who are willing to participate as respondents and fill out the questionnaire provided during the research process. The number of samples is determined by the number of members who are willing to participate and fill out the questionnaire. The instrument used is a structured closed questionnaire. This questionnaire consists of 5 main dimensions, namely tangible, empathy, reliability, responsiveness, and assurance, which are then described into 30 specific questions.

Results. The results of the study indicate that the level of consumer satisfaction with PT Masagi Fitness Center's services is 87%, indicating that this value is very satisfactory. The research questionnaire has five statement elements. Based on the table, it shows that all research elements have a percentage equal to or greater than 81 percent.

Conclusion. The results of the analysis and discussion of this study indicate that the level of consumer satisfaction with the quality of Personal Trainer services at Masagi Fitness Center is very satisfactory overall, with an overall percentage value of 87%, which indicates that consumers have a positive perception of the ability and competence of Personal Trainers in providing quality services and meeting their expectations. the results of this study, it can be concluded that personal trainers at Masagi Fitness Center have succeeded in meeting consumer expectations in terms of service quality. The high average value of service aspects indicates that consumers have a positive perception of the ability and quality of personal trainer services