Strategy to Increase Premier Futsal Consumer Satisfaction
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Published:
Jul 31, 2025
Keywords:
Futsal,
Service Quality,
Sports Service,
Urban Areas
Main Article Content
Abstract
Futsal is becoming increasingly popular in urban areas such as Kediri, driving the growth of the field rental industry, which not only serves as a sports facility but also as a center for community social interaction. Fierce competition in this business encourages managers to provide competitive advantages through service quality, facilities, price, and location. This community service activity aims to analyze the factors that influence customer satisfaction at Premier Futsal Kediri as a basis for developing strategies to improve service quality. The study used a quantitative survey method with a questionnaire involving 100 respondents. Data were analyzed descriptively and inferentially using a partial t-test. The results showed that the variables of facilities (t = 4.214; sig. 0.000) and location (t = 1.759; sig. 0.020) significantly influenced customer satisfaction, while service quality (t = -0.552; sig. 0.582) and price (t = 0.663; sig. 0.509) did not significantly influence customer satisfaction. The highest average scores were obtained for perceived field cleanliness and comfort (4.27) and ease of site access (4.21). Improvements in service quality are needed through staff training, facility upgrades, particularly lighting, the development of value-added pricing strategies, and optimization of site access. Follow-up plans include conducting periodic satisfaction surveys to monitor the effectiveness of improvements. This activity contributes to providing applicable, data-based recommendations for Premier Futsal Kediri management, while also having a positive impact on the community using sports services in urban areas.
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This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
References
Ahmat Abdul Muis, Dwiky Kurniawan, Fauzan Ahmad, & Tri Atmaja Pamungkas. (2022). Design of an Automatic Height Adjusting Table Using an Anthropometric Approach with the Quality Function Deployment (QFD) Method. Journal of Applied Industrial Technology and Management, 1(2), 114–122. https://doi.org/10.55826/tmit.v1iii.26
Caesar, DL, Nafi'ah, R., & Sugiarti, L. (2020). Covid-19 Care Movement on the Cendekia Utama Kudus Health College Campus. Journal of Health Service, 3(2), 179–188. https://doi.org/10.31596/jpk.v3i2.91
Dasmen, R.N., Fatoni, F., Wijaya, A., Tujni, B., & Nabila, S. (2021). Website usability testing training using the System Usability Scale (SUS). ABSYARA: Journal of Community Service, 2(2), 146–158. https://doi.org/10.29408/ab.v2i2.4031
Istiyono, FO, & Laely, N. (2024). The Influence of Services, Facilities, Prices, and Location of Ghantama Futsal Kediri on Customer Satisfaction. Management Studies and Entrepreneurship Journal, 5(2), 6930–6945.
Kotler, P., & Keller, K. lane. (2013). Marketing Management (A. Maulana & W. Hardani (eds.); 13th ed.). Erlangga.
Lidiawan, AR (2024). the Influence of Business Criteria Models, Digital Information, Through Co-Innovation on Bank-SME Relations in Surabaya: Path Analysis Study. Journal of Law and Sustainable Development, 12(2), e3234. https://doi.org/10.55908/sdgs.v12i2.3234
Lidiawan, AR, & Laely, N. (2024). UNCOVERING THE PERFORMANCE OF ISLAMIC BANKS IN INDONESIA FROM 2020 TO 2023. Selangor Business Review, 9(2), 22–38.
Oktaviani, N., Yanuar, D., & Sumar. (2023). The influence of location, price perception and service quality on the interest in watching at the Cinema XXI Transmart Pangkalpinang cinema. CEBONG Journal ISSN, 02(03), 132–140.
Rusmahafi, FA, & Wulandari, R. (2020). the Effect of Brand Image, Service Quality, and Customer Value on Customer Satisfaction. International Review of Management and Marketing, 10(4), 68–77. https://doi.org/10.32479/irmm.9939
Wicaksono, A., Riskayanto, N, B., Budiman, & Azifah, N. (2020). COVID-19 PANDEMIC EMERGENCY ASSISTANCE PROGRAM IN RW 19 KAMPUNG GEDONG AREA – DEPOK CITY (pp. 1–32). Gunadarma University Community Service Institute.
Article Sidebar
Service Quality,
Sports Service,
Urban Areas
Main Article Content
Abstract
Futsal is becoming increasingly popular in urban areas such as Kediri, driving the growth of the field rental industry, which not only serves as a sports facility but also as a center for community social interaction. Fierce competition in this business encourages managers to provide competitive advantages through service quality, facilities, price, and location. This community service activity aims to analyze the factors that influence customer satisfaction at Premier Futsal Kediri as a basis for developing strategies to improve service quality. The study used a quantitative survey method with a questionnaire involving 100 respondents. Data were analyzed descriptively and inferentially using a partial t-test. The results showed that the variables of facilities (t = 4.214; sig. 0.000) and location (t = 1.759; sig. 0.020) significantly influenced customer satisfaction, while service quality (t = -0.552; sig. 0.582) and price (t = 0.663; sig. 0.509) did not significantly influence customer satisfaction. The highest average scores were obtained for perceived field cleanliness and comfort (4.27) and ease of site access (4.21). Improvements in service quality are needed through staff training, facility upgrades, particularly lighting, the development of value-added pricing strategies, and optimization of site access. Follow-up plans include conducting periodic satisfaction surveys to monitor the effectiveness of improvements. This activity contributes to providing applicable, data-based recommendations for Premier Futsal Kediri management, while also having a positive impact on the community using sports services in urban areas.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
References
Ahmat Abdul Muis, Dwiky Kurniawan, Fauzan Ahmad, & Tri Atmaja Pamungkas. (2022). Design of an Automatic Height Adjusting Table Using an Anthropometric Approach with the Quality Function Deployment (QFD) Method. Journal of Applied Industrial Technology and Management, 1(2), 114–122. https://doi.org/10.55826/tmit.v1iii.26
Caesar, DL, Nafi'ah, R., & Sugiarti, L. (2020). Covid-19 Care Movement on the Cendekia Utama Kudus Health College Campus. Journal of Health Service, 3(2), 179–188. https://doi.org/10.31596/jpk.v3i2.91
Dasmen, R.N., Fatoni, F., Wijaya, A., Tujni, B., & Nabila, S. (2021). Website usability testing training using the System Usability Scale (SUS). ABSYARA: Journal of Community Service, 2(2), 146–158. https://doi.org/10.29408/ab.v2i2.4031
Istiyono, FO, & Laely, N. (2024). The Influence of Services, Facilities, Prices, and Location of Ghantama Futsal Kediri on Customer Satisfaction. Management Studies and Entrepreneurship Journal, 5(2), 6930–6945.
Kotler, P., & Keller, K. lane. (2013). Marketing Management (A. Maulana & W. Hardani (eds.); 13th ed.). Erlangga.
Lidiawan, AR (2024). the Influence of Business Criteria Models, Digital Information, Through Co-Innovation on Bank-SME Relations in Surabaya: Path Analysis Study. Journal of Law and Sustainable Development, 12(2), e3234. https://doi.org/10.55908/sdgs.v12i2.3234
Lidiawan, AR, & Laely, N. (2024). UNCOVERING THE PERFORMANCE OF ISLAMIC BANKS IN INDONESIA FROM 2020 TO 2023. Selangor Business Review, 9(2), 22–38.
Oktaviani, N., Yanuar, D., & Sumar. (2023). The influence of location, price perception and service quality on the interest in watching at the Cinema XXI Transmart Pangkalpinang cinema. CEBONG Journal ISSN, 02(03), 132–140.
Rusmahafi, FA, & Wulandari, R. (2020). the Effect of Brand Image, Service Quality, and Customer Value on Customer Satisfaction. International Review of Management and Marketing, 10(4), 68–77. https://doi.org/10.32479/irmm.9939
Wicaksono, A., Riskayanto, N, B., Budiman, & Azifah, N. (2020). COVID-19 PANDEMIC EMERGENCY ASSISTANCE PROGRAM IN RW 19 KAMPUNG GEDONG AREA – DEPOK CITY (pp. 1–32). Gunadarma University Community Service Institute.