An Analysis of User Satisfaction with The Facilities and Services
DOI:
https://doi.org/10.31851/hon.v9i1.19879Abstract
This study aims to assess user satisfaction with the facilities and services at the Purnawarman Sports Hall in Purwakarta City, Indonesia. As a central venue for various physical activities, including badminton, futsal, and martial arts, the facility plays a vital role in supporting community health and engagement. Despite its importance, there has been a lack of systematic evaluation regarding user experiences. Using a quantitative descriptive method, data were collected from 50 users through structured questionnaires, focusing on five key aspects: facility adequacy, cleanliness, safety, service responsiveness, and staff friendliness. The results show that all satisfaction indicators fall within the "Satisfied" to "Very Satisfied" categories, with cleanliness and staff friendliness receiving the highest ratings. Reliability testing yielded a Cronbach's Alpha of 0.889, indicating strong internal consistency. Person correlation analysis revealed significant positive relationships between all items and overall satisfaction. The findings underscore the importance of continuous monitoring and feedback collection to maintain and improve service quality. This research provides evidence-based insights for policymakers and facility managers to implement targeted improvements, particularly in scheduling systems and accessibility, thereby enhancing user experience and encouraging public participation in physical activity.
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