Facility and Service Quality Effects on Visitor Satisfaction: Evidence from Indonesia's Sports Complex

Abstract

The global sports and recreation industry increasingly demands high-quality public facilities that satisfy diverse visitor expectations while maintaining operational sustainability. Despite substantial research on service quality and facility quality effects on customer satisfaction, empirical evidence from public sports complexes in emerging economies remains limited, with prior findings yielding mixed results regarding which quality dimension dominates satisfaction formation. This study examines the direct and simultaneous effects of facility quality and service quality on visitor satisfaction at Indonesia's largest national sports venue. Using a cross-sectional survey design, primary data were collected from 100 visitors at Gelora Bung Karno Sports Complex during 2025 and analyzed using multiple linear regression in SPSS. Results reveal that service quality significantly and positively influences visitor satisfaction, whereas facility quality does not independently predict satisfaction. with both dimensions jointly explaining 6.8% of satisfaction variance. These findings extend service marketing literature by demonstrating service quality primacy in public recreational contexts and provide preliminary guidance for facility managers prioritizing service delivery enhancement over infrastructure investments, though the modest explained variance suggests satisfaction is influenced by broader experiential factors beyond the measured quality dimensions.