Developing English Website for Customer Service of Best Gym Malang

Tiara Devina Salsabila; Tri Astuti Handayani; Hiqma Nur Agustina

doi:10.58526/jsret.v3i4.584

Authors

Tiara Devina Salsabila State Polytechnic of Malang
Tri Astuti Handayani Politeknik Negeri Malang
Hiqma Nur Agustina Politeknik Negeri Malang

DOI:

https://doi.org/10.58526/jsret.v3i4.584

Keywords:

customer service, SMEs, Communication, Website, gym

Abstract

Small and Medium-sized Enterprises (SMEs) in the fitness industry play a vital role in economic growth but often face challenges in market visibility and operational efficiency. This research focuses on developing an English-language website for Best Gym Malang to improve its customer service, accessibility, and reach. Using the ADDIE model, the research followed a structured process: Analysis, Design, Development, Implementation, and Evaluation. The website provides detailed information about the gym's services, facilities, membership options, and schedules. Field testing with 40 respondents revealed that 50% strongly agreed the website was comprehensive and engaging, with features enhancing user satisfaction and driving action. The study concludes that the website effectively addresses customer needs, boosts engagement, and positions the business for digital growth.

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