The Influence of Service Quality and Facilities on Customer Satisfaction and its Impact on Revisit Intention (a Study in Milenium Gym Palu)

Authors

  • Sisilya Kalyani Chandra Hotel,Tourism, Event Business, Ciputra University, Surabaya, Indonesia
  • Agustinus Nugroho Hotel,Tourism, Event Business, Ciputra University, Surabaya, Indonesia

DOI:

https://doi.org/10.38035/dijemss.v6i6.4754

Keywords:

Content Marketing, Brand Trust, Purchase Intention

Abstract

For the past few years, Indonesia has been experiencing significant growth in fitness industry due to higher societal awareness on healthy lifestyle. By 2027, the projected market volume in health and fitness could reach US$12.23m. As this industry is getting bigger by years, management needs to acknowledge the significance of service quality and facilities on satisfaction which impact directly on loyalties of the customer. This study employs explanatory research with a quantitative approach. The data collection process is through online questionnaire distribution to the gym members with a minimum of 258 samples. The statement items in the instrument is measured using Likert scale. To analyze the data, this research will use PLS-SEM. The expected finding of this study is to offer new  knowledge for the management in the industry on sustaining their business operations in the long run.

References

Accor Hotels. (2019). Sport and travel: Why fitness is important in a hotel. Retrieved from https://all.accor.com/gb/united-kingdom/magazine/one-hour-one-day-one-week/sport-travel-fitness-important-in-hotel-82a15.shtml

Ali, M. M. (2022). Metodologi penelitian kuantitatif dan penerapannya dalam penelitian. JPIB: Jurnal Penelitian Ibnu Rusyd, 1(2), 1–5.

Almana, L. O., Sudarmanto, & Wekke, I. S. (2018). Tata kelola perguruan tinggi berbasis akreditasi: Perjanjian mutu dan pengelolaan pengetahuan di pendidikan tinggi. Deepublish.

Amin, N. F., Garancang, S., & Abunawas, K. (2023). Konsep umum populasi dan sampel dalam penelitian. PILAR, 14(1), 15–31.

Azzaria, A. (2024). Analysis of the impact of service quality and gym facilities on customer satisfaction. Marema: Journal of Economics, Business, and Management, 1(1), 71–81.

Baquero, A. (2023). Is customer satisfaction achieved only with good hotel facilities? A moderated mediation model. Administrative Sciences, 13(4), 108. https://doi.org/10.3390/admsci13040108

Budiarsi, S. Y. (2020). Pendampingan pengenalan program SEM-PLS pada Fakultas Ekonomi Universitas Merdeka Surabaya. PeKA: Jurnal Pengabdian Kepada Masyarakat, 3(2), 126–134.

Elistia, E., & Maulana, P. (2023). Determinants of consumer satisfaction and revisit intention in culinary tourism. IDEAS: Journal of Management and Technology, 3(1), 69–81.

Fernando, G. P., David, P. C., & Sergio, A. B. (2023). Effect of service experience, engagement and satisfaction on the future intentions of customers of a sports services. Heliyon, 9(7).

Gurung, G. (2023). Factors influencing customer satisfaction in Butwal Sub-Metropolitan City gyms. Devkota Journal of Interdisciplinary Studies, 5(1), 86–93.

Indonesia Journal of Tourism and Leisure. (n.d.). Author guideline. Retrieved June 7, 2024, from https://journal.lasigo.org/index.php/IJTL/pages/view/Guideline

Joshi, A., Kale, S., Chandel, S., & Pal, D. (2015). Likert scale: Explored and explained. British Journal of Applied Science and Technology, 7(4), 396–403. https://doi.org/10.9734/bjast/2015/14975

Khairiyadi, M. R., Sadat, A. M., & Rahmi, R. (2024). Pengaruh fitness experience dan store atmosphere terhadap revisit intention pelanggan fitness dengan customer satisfaction sebagai variabel intervening. AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis, 4(3), 1093–1108.

Kotler, P., & Keller, K. L. (2015). Marketing management (15th ed.). Pearson Education, Inc.

Kurniawan, A. E., Purwanto, H., & Asmike, M. (2022). Pengaruh daya tarik, fasilitas dan kualitas pelayanan terhadap minat berkunjung kembali wisatawan pada Mojosemi Forest Park Kabupaten Magetan. SIMBA: Seminar Inovasi Manajemen, Bisnis, dan Akuntansi, 4(0).

Kurniawan, D. D., & Soliha, E. (2022). Pengaruh kualitas pelayanan, fasilitas dan lokasi terhadap kepuasan pelanggan pada My Kopi O Semarang. YUME: Journal of Management, 5(1), 348–358.

Kumar, M., & Fatma, A. (2024). Exploring the correlation between service quality and customer satisfaction in the hospitality industry. International Journal of Indian Psychology, 12(1). https://doi.org/10.25215/1201.131

Meldiana, M. R., & Rahardi, D. R. (2020). Peran customer service dalam mendukung kompetensi pegawai pada perusahaan. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 4(3), 1567–1581.

Novia, A., Satria, H. W., Sumarni, F., Arfat, F. I., Syuhada, O., & Silvinar. (2020). Pengaruh harga, kualitas pelayanan dan kesadaran halal terhadap kepuasan konsumen Warung Bakso di Padang. Jurnal Ekonomi dan Bisnis Islam, 5(1), 1–15.

Patrick, Z., Hasbullah, N. N., Jubilee, R. V. W., Saw, T. W. A., & Patrick, N. (2022). Marketing mix and customer satisfaction of gyms and fitness clubs in Malaysia: A conceptual paper. International Journal of Academic Research in Business and Social Sciences, 12(11). https://doi.org/10.6007/ijarbss/v12-i11/14960

Pradeep, D. S., Vadakepat, D. V., & Rajasenan, D. (2020). The effect of service quality on customer satisfaction in fitness firms. Management Science Letters, 10(9), 2011–2020.

Prastiyo, E., Sulistyowati, L., & Fauzi, R. (2022). Faktor-faktor yang mempengaruhi minat berkunjung kembali wisatawan pada wisata Air Terjun Krecekan Denu. Seminar Inovasi Manajemen Bisnis dan Akuntansi, 4, 15.

Prayag, G., & Ryan, C. (2012). Antecedents of tourists’ loyalty to Mauritius. Journal of Travel Research, 51(3), 342–356. https://doi.org/10.1177/0047287511410321

Purba, M. G., Suhud, U., & Aditya, S. (2021). Faktor-faktor yang mempengaruhi revisit intention pada turis Danau Toba. Jurnal Bisnis, Manajemen, dan Keuangan (JBMK), 2(3), 891–905.

Riadi, D., Permadi, L. A., & Retnowati, W. (2023). Pengaruh kualitas pelayanan terhadap minat berkunjung kembali ke desa wisata hijau Bilebante yang dimediasi oleh kepuasan wisatawan. Jurnal Riset Pemasaran, 2(2), 38–49. https://doi.org/10.29303/jrp.v2i2.2678

Satjawathee, T., Strombeck, S. D., Shu, S. T., & Chang, C. H. (2023). Fitness use innovativeness, usage patterns and revisit intention: The moderating role of other-efficacy. Behavioral Sciences, 13(4), 307.

Statista. (n.d.). Health & fitness - Indonesia | Statista market forecast. Retrieved from https://www.statista.com/outlook/dmo/app/health-fitness/indonesia

Sulastiyono, A. (2011). Manajemen penyelenggaraan hotel: Manajemen hotel. Bandung: Alfabeta.

Suriani, N., & Jailani, M. S. (2023). Konsep populasi dan sampling serta pemilihan partisipan ditinjau dari penelitian ilmiah pendidikan. IHSAN: Jurnal Pendidikan Islam, 1(2), 24–36.

Surveyandini, M., & Achadi, A. (2021). Pengaruh penerapan total quality management terhadap kinerja karyawan pada lembaga kursus dan pelatihan American English Course Purwokerto. Sebatik, 25(1), 241–247.

Terason, S. (2021). Predicting sports facility revisit intentions based on experience and mediating effects of perceived value. Polish Journal of Sport and Tourism, 28(3), 35–41.

Tjiptono, F., & Chandra, G. (2016). Service, quality and satisfaction (4th ed.). Yogyakarta: CV Andi Offset.

Tosun, C., Dedeo?lu, B. B., & Fyall, A. (2015). Destination service quality, affective image and revisit intention: The moderating role of past experience. Journal of Destination Marketing & Management, 4(4), 222–234. https://doi.org/10.1016/j.jdmm.2015.08.002

Wahyuni, C., Yuliana, Y., & Pramudia, H. (2016). Pengaruh fasilitas kamar terhadap kepuasan tamu di Hotel Hyatt Regency Yogyakarta. Journal of Home Economics and Tourism, 13(3), 1–15.

Wang, F. J., & Chiu, W. (2023). Service encounter and repurchase intention in fitness centers: Perceived value as a mediator and service innovativeness as a moderator. International Journal of Sports Marketing and Sponsorship, 24(1), 145–167.

Downloads

Published

2025-08-07

How to Cite

Chandra, S. K., & Nugroho, A. . (2025). The Influence of Service Quality and Facilities on Customer Satisfaction and its Impact on Revisit Intention (a Study in Milenium Gym Palu). Dinasti International Journal of Education Management and Social Science, 6(6), 4441–4454. https://doi.org/10.38035/dijemss.v6i6.4754

Issue

Vol. 6 No. 6 (2025): Dinasti International Journal of Education Management and Social Science (August - September 2025)

Section

Articles

License

Copyright (c) 2025 Sisilya Kalyani Chandra, Agustinus Nugroho

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Authors who publish their manuscripts in this journal agree to the following conditions:

  1. The copyright on each article belongs to the author(s).
  2. The author acknowledges that the Dinasti International Journal of Education Management and Social Science (DIJEMSS) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
  3. Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Education Management and Social Science (DIJEMSS).