| Fitness center is one of the service industry that needs to pay attention to the service quality provided to its customers. This business is one of many businesses that interests people of all ages. The strict competition between them requires business owner to provide best service in accordance to customers’ needs. AKA Fitness Center is one of the newly established fitness center which started operating on November 2015. The complaints from customers and the decrease in the number of customers indicate problems which are needed to be solved. This study aims to determine the level of service quality of AKA Fitness Center using integrated method of Importance Performance Analysis and Zone of Tolerance and also to provide suggestions for improvement based on the results of the method. The result of data processing using integration method of Importance Performance Analysis and Zone of Tolerance shows that there are 6 service attributes, such as “Jaminan Keamanan dan Keselamatan”, “Jaminan Kesesuaian Program Latihan”, “Trainer Menjelaskan Program Latihan dengan Baik dan Benar”, “Sirkulasi Udara yang Baik”, “Ruang Fitness yang Luas”, and “jumlah peralatan yang memadahi/cukup banyak (tidak mengantri saat ramai)” that needs to be improved immediately. |