Penelitian berjudul Analisis Thgkat Kepuasan Anggota Sanggar Senam Cahya Kumala Yogyakarta ini bertujuan untuk mengetahui tingkat kquasan anggota baik kquasan total maupun kepuasan di setiap dimensi jasa terhadap kualitas pelayanan di Sanggar Senam Cahya Kumala Yogyakarta, dan mengidentifikasikan atribut atau butir yang sesungguhnya harus diprioritaskan oleh pihak sanggar. Pendekataa penelitian yang digunakan adalah pendekatan survai pada 210 responden dari anggota sanggar, dan informasi diperoleh dengau menggunakan kuesioner berisi 22 butir pertanyaan baku dmi Parasuraman et.al,ymg sebelumnya sudah diuji validitas dan reliabilitasnya. Metode ServqueZ digunakan untuk mengetahui kepuasan anggota di setiap dimensi jasa, dengan meagukur perbedaaukesenjangan antara harapan anggota dan kinerja sanggar. Kepuasan total anmta bisa diketahui d e n p menggunakau metode Weighted Sequel, yang memasukkan unsur tingkat kepentingan pada perhitungannya. Sementara tingkat prioritas setiap butir @at dik&ui melalui analisis Importmce- Pe~ormancey,a ng memposisikan setiap butir ke dalam grafik dua dimensi yang tdagi dalam empat kuadran. Nilai Ind& k q w m total anggota sanggar smam Cahya Kumala Yogyakarta yang diperoleh menunjukkan bahwa kepuasan anggota akan kinerja sanggar b d a pada klasifikasi biasa-biasa saja (cukup puas). Analisis Servquel yang dilakukan menghasilkan angka negative di semua dimensi, yang menunjukkan belum ada dimensi jasa yang herjmya dirasakm telah sesuai atau bahkan melebihi harapan anggota. Walaupun demikian, dapat diketahui bahwa dimemi wujud memberi sumbangan tertingsi pada kquasau yang dirasakan anggota, diikuti oleh dimensi jaminm, keandalan, daya tanggap dan dimensi empati. Sementara itu, analisis imprtmce-perjommce yang dilakukan menunjukkan tingkat prioritas yang dimildci oleh setiap butir. Butir dengan membantu dengan senang hati), butir 13 ( Instruktur yaug memperhabkan setiap gerakan senam anggota), dan butir 21 ( kmampuan dari sanggar senasn untuk memahami keinginan dan harapan anggota). Butir yang hams dipertahankan kinerjanya adalah butir-butir dalam kuadran B, yakni butir 1 (peralatan dan fasilitas yang lengkap dan terkontrol), butir 7 ( sanggar senam yang dapt d i a n d a l h dan dipercaya), butir 8 ( memberikan jadwal senam yang tepat waktu), butir 9 ( pihak sanggar mempunyai data anggota yang lengkakp dan akurat), butir 10 (pembefitahuan dengan tepat kapan program disampaikan), butir 11 ( pemberian pelatihan yang terarah), butir 14 (hstruktur yang dapat dimengd), butir 16 (kmahan dan kesopanan instruktur), dan butir 17 (dukungan pihak sanggar terhadap instruktur). Butir dmgan prioritas rendah adalah butir-butir dalam C, yakni butir 15 (instruktur mampu membuat anggota merasa PD dan nyaman), butir 18 ( perhatian individual pihak sanggar pada anggota), butir 19 ( instruktur yang mengenal auggota secara pribadi), butir 20 ( instruktur yang memahami keinginan anggota), dan butir 22 (jam latihan yang sesuai keinginan anggota). Butir yang kinerjanya berlebihan adalah butir-butir di kuadran D, yakni butir 2 (faislitas fisik yang menarik dan mengesankan),butir 3 ( instruktur yang mencerminkan image seorang pesenam), butir 4 (kesesuaian fasilitas dengan kebutubn), butir 5 (pihak sanggar yang menepati janji), dan butir 6 ( penanganan masalah yang simpati).

Research entitle Analysis Mount Gallery Member Satisfaction Practice Gymnastic this Cahya Kumala Yogyakarta aim to know good member satisfaction storey; level of total satisfaction and also satisfaction in each; every service dimension to service quality in Gallery Practice Gymnastic Cahya Kumala Yogyakarta, and identify item or attribute truthfully have to be given high priority by gallery party. Research approach used by approach survey at 210 responder from gallery member, and the information obtained by using questioner contain 22 permanent question items from previous Parasuraman et.al; have been tested reliability and validity. Method Servquel usxi to know member satisfaction in each; every service dimension, with measuring differenffgap between gallery perfwmance and member expedatbn. Totally satisfaction of member can be known by using method Weighted Servquel, including dement mount importance at its calculation. For a] while mount priority of each; every knowable item through analysis Importance-Performance, positioning each; every item into graph two divisible dimension in four quadrants. Assess Index of total satisfaction of member of gallery practice gymnastic Cahya Kumala Yogyakafta obtained indicate that satisfaction of member of performance of gallery will be at run of the mill classification (Enough satisfy). Analysis of Servquel conducted yield number of negative in all dimension, showing not yet there is dimension of service which its performance is felt by have according to or even exceed member expectation. Even though, knowable that dimension exist to give highest contribution at satisfaction felt by a member, followed by guarantee dimension, reliability, energy listen carefully and the empathy dimension. Meanwhile, analyses importance-performance conducted show storey; level of priority owned by each; every item. Item with high priority is item in quadrant A, They are of item 12 (instructor assisting conveniently), item 13 (Instructor paying attention to each; every movemenf pradice gymnastic member), and item 21 (ability from gallery practice gymnastic to comprehend desire and member expectation). Item which must be defended by its performance is item in quadrant B, namely item 1 (Equipments and facility. Assess Index of total satisfaction of member of gallery practice gymnastic Cahya Kumala Yogyakarta obtained indicate that satishction of member of pwf6rmance of gallery will be at run of the mill classification ( enough satisfy). Anatysis of Servquel [conducted] yield number of negative in all dimensions, showing not yet there is dimension of service which its performance is felt have according to or even exceed member expecbtion. Even though, knowable that dimension exist to give highest contribution at satisfaction felt by a member, followed by guarantee dimension, reliability, energy listen carefully and the empathy dimension. Meanwhile, analyze importance-performance conducted show storey; level of priority owned by each; every item. Item with high priority is item in quadrant A, They are of item 12 (instructor assisting conveniently), item 13 (Instructor paying attention to each; every movement practice gymnastic member), and item 21 (ability from gallery practice gymnastic to comprehend desire and member expectation). Item which must be defended by its performance is item in quadrant B, namely item 1 (equipments and facilw. what is complete and controlled), item 7 ( gymnastic gallery which can be reliabiltty and trusted), item 8 ( giving correct gymnastic schedule of time), item 9 ( gallery party have member data which complete and accurate), item 10 ( notification correctly when program submittedkent), item 11 ( directional training gifi), item 14 ( instructor which can be understood), item 16 ( instructor courtesy and sociability), and item 17 ( unrighteous support [ofl gallery to instructor). Item with low priority is item in quadrant C, namely item 15 (instructor able to make member feel PD and balmy), item 18 (individual attention side gallery at member), item 19 (instiuctor recognizing member personally), item 20 (instructor comprehending member desire), and item 22 (appropriate practice clock of member desire). Item which fhis/its] performance is abundant is item in quadrant D, namely item 2 (physical hdlity drawing and getting an impression), item 3 (instructor mirroring image of a gymnast), item 4 (according to facility with requirement), item 5 (gallery party keeping a promise), and item 6 (problem handling which sympathy).

Kata Kunci : Kepuasan Konsumen, Pelanggan Sanggar Senam, Satkfkction, importance, performame, expectation, xqvice dimension, gap, attribute, tangible, reliability, responsivewss, insurance, empathy.