The Influence of Service Quality on Customer Satisfaction of Users of Firza Betung Futsal Field Services

Abstract

Objectives. This study aims to analyze the effect of service quality on customer satisfaction among users of Firza Betung Futsal Field services in Musi Banyuasin Regency, South Sumatra, Indonesia. The study addresses the growing relevance of quality-driven service management in sports facility businesses to retain and satisfy consumers.

Materials and Methods. A quantitative descriptive method was applied, using a correlational approach. The sample consisted of 40 users of Firza Betung Futsal Field, selected through accidental sampling. Data were collected through structured questionnaires based on five dimensions of service quality: tangibility, reliability, responsiveness, assurance, and empathy. Data analysis involved validity and reliability testing, normality testing, simple linear regression, and hypothesis testing via t-tests.

Results. The findings revealed that service quality significantly influences customer satisfaction. The regression analysis yielded a significance value of 0.000 (p < 0.05), indicating a positive and significant relationship. The coefficient of determination (R²) was 0.611, suggesting that 61.1% of the variation in customer satisfaction is explained by service quality.

Conclusions. Service quality has a substantial impact on customer satisfaction among futsal field users. It is recommended that sports facility managers focus on improving service quality dimensions—particularly responsiveness and reliability—to enhance user satisfaction and loyalty.