#TITLE_ALTERNATIVE#

• Main Author: RUSLANNURZAMAN (NIM 19005065), YADI
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/11626
• Institution: Institut Teknologi Bandung

There are many ways for people to get a healthy life; one of them is do sports. It is very easy to do sports, but sometimes there are problems which can hamper people to do it, the problems are time and place. For some people, especially for them who are very concern about their activities such as work, study, organizational activity, etc, do sports become very difficult because of their time restrictiveness. Moreover they need more time to ask a partner to accompany since many kind of sport is usually a collective activity. Place also a problem since people must scramble to reserving or get a place to doing sports. Related with the problem, today many fitness centers are popping out especially in big city. Fitness centre is a place which houses exercise equipment for the purpose of physical exercise, with its utility is be provided that can alleviate the problem such as time and place which hampers people to do sports. Fitness gym categorized as service business, because it provides the product which cannot touch, and see. Fitness gym provides service for health and power. In the first time, fitness gym consists of athletes that want to increase their ability. But, as time goes by, fitness centre has become the lifestyle for people in the big city, for the evidence; there are a lot of fitness centers in Indonesia. Such as Celebrity Fitness, SOSI, Gold Gym, Joe Muscle, Universe, Ade Rai, Fire Gym, Reebok University, Equinox and many more.<p> <br /> <br /> <br /> <br /> In 7 years running gym business, REBEL Gym does not have indicator to measure its service for its customer. If we want to know the performance of our company, we must have indicator to measure our performance, because we cannot manage what we cannot measure. This project's background is to make indicator to measure REBEL Gym's performance and can increase REBEL Gym's performance, and can compete with its competitor in this competitive industry. Research Question that will be used in this research is "How does current REBEL Gym's service quality level and what are key performance indicators to increase REBEL Gym competitiveness?"<p> <br /> <br /> <br /> <br /> The methodology that will be used in this research is SERVQUAL in order to formulate the Customer Gap in the Service Industry, and Key Performance Indicator in order to formulate the Gym indicator to control the Gym performance in order to increase competitiveness performance. In collecting data it will be used several types of research such as exploratory research, conclusive research, and descriptive research.<p> <br /> <br /> <br /> <br /> After do several research, we can find the service quality level of REBEL Gym. The service quality will be compared both perception and expectation from the respondents research. After we determine the perception and expectation result, the customer GAP can be established and use it for determine the Key Performance Indicator for REBEL Gym.<p> <br /> <br /> <br /> <br /> The recommendation provide, after we determine and analyze all the data that we get from research. Before we determine the recommendation, we have to make conclusion from the data analysis. The recommendations make to decrease the Customer GAP and provide Key Performance Indicator for REBEL Gym, as tools to decrease the gap.