The Customers’ Satisfaction on the Quality Service of FIK UNY

Tennis Court

Panji Indraisuara

, Guntur

Yogyakarta State University, Sleman, Yogyakarta, Indonesia

Departement of Sport Science, Graduate School

Keywords: Satisfaction, Customer, Service

Abstract: The background of this research was the customer dissatisfaction toward the service provided by FIK UNY

Tennis Court. The purpose of this research was to know the level of customer satisfaction toward the service

provided by FIK UNY. This research is a descriptive quantitative research with the survey method. The

population and the sample of this research include the customers of the tennis court, in which the total

number of the customers is 75. In addition, this research employs accidental sampling technique, and the

data was analyzed by converting the frequency into the percentage. The result of this research shows that

the level of the customer satisfaction is good (on satisfied level). The result was gained from the average

achievement of the five categorized levels (very satisfied, satisfied, fairly satisfied, unsatisfied, and very

unsatisfied). The average of the satisfaction level reaches 72,42% which was obtained by each level of

satisfaction as follows; very satisfied 18,67 % (14 customers), satisfied 80% (60 customers), fairly satisfied

1,33% (1 customer), unsatisfied 0% (no customer), and very unsatisfied 0% (no customer).

1. INTRODUCTION

To do a lot of activities requires healthy and fit

body. Fitness nowadays becomes one of the popular

phenomena in which many people are very curious

about. For that, several questions have arisen like

What is fitness? How does fitness influence our daily

activities? and How can we get fit body? According

to those phenomena and questions, it can be

concluded that many people are interested in fitness.

People start to realize that fitness is very important

aspect for their activities. Thus, many people start

doing some exercises or sports.

Many sport centers are built to facilitate people

doing exercises or sports. The FIK Tennis Court is a

means to fulfill people needs related to sports or

exercises. By this means, people can do sport while

they can also keep up the development of sports.

One of the good criteria of the FIK UNY Tennis

Court is that the court has been adjusted to the

national standard of court. There is also structured

organization which is used to apply the healthy life

principle especially by doing tennis.

Another good aspect from this court is that it also

holds various events. Those various events include

KR tournament, Post Graduate, UNY Rector

Trophy, etc. All those events are supported by

lighting facilities that can be used in the evening.

There are also other facilities such as a mosque/

praying room, a toilet, a changing room, a canteen, a

parking area, a spacious stand for seating in the

outdoor field in which the audience can enjoy the

events comfortably.

The management of the FIK UNY Tennis Court

is adjusted to the management theory in which the

administrative stuff, facility completeness,

organization and service have to be well managed.

That management will further influence the visitors’

interest which depends on the satisfaction when they

visit the court. In this case, the management will be

good if it adjusts the visitors, need, comfort and

satisfaction. Thus, the existence of the court will

increase and will be more useful for customers.

Satisfaction is one of the biggest factors which

affect the customers’ interest to visit the court. This

really depends on the services given by the court

itself. Thus, the satisfaction is shown by the

performance of the services and facilities in which

they have to meet the customers’ expectation (J.

Supranto, 2006). According to Kotler in Supranto

(2006) several factors which influence the customer

satisfaction regarding the services are (1) reliability,

Indraisuara, P. and Guntur, .

The Customers’ Satisfaction on the Quality Service of FIK UNY Tennis Cour t.

DOI: 10.5220/0009212800850091

In Proceedings of the 3rd Yogyakarta Inter national Seminar on Health, Physical Education, and Sport Science in conjunction with the 2nd Conference on Interdisciplinary Approach in Sports

(YISHPESS and CoIS 2019), pages 85-91

ISBN: 978-989-758-457-2

(2) responsiveness, (3) confidence/ assurance, (4)

empathy, and (5) tangible.

One of the aspects establishing the development

of tennis court is the customers’ satisfaction on its

service. A company has to know the need and

eagerness of the customers. The tennis court

management has to improve the quality of the

service. The improvement can be done by enhancing

the infrastructure for customers, the comfort of

tennis court and employees’ skills of service. The

rented cost is also an important factor on its process

of development. Those efforts have to be done in

order to give customers’ satisfaction. In other words,

customers are satisfied by the service provided by

the management of the court.

If the customers feel satisfied by the service, they

will rent the tennis court regularly. Thus, the

management of the tennis court has to maximize the

operation of the facilities, services, promotions,

products, prices and location.

To sum up, this research was conducted to know

and to prove the customers’ satisfaction level in

using the tennis court. In addition, this research can

also be used as a reference to improve the quality of

tennis court management and the total number of

customers using the FIK UNY Tennis Court in

which as a public sport facility, it will be very

crowded on the holidays or weekends.

Based on the background, the research problems

are formulated as stated below: (1) The management

of the tennis court has not understood well the

customers’ satisfaction in using the court; (2) The

need and the eagerness of the court customers have

not been met yet; (3) The quality of service in

facilitating the need of the customers has not been

identified well; (4) The quality of service for the

customers related to customer satisfaction has not

been applied yet.

The purpose of this research is to know the

customers’ satisfaction level in using the services

provided by the FIK UNY Tennis Court.

There are four relevant researches as follows: (1)

Asih Suciati (2009) entitled “Pengaruh Harga,

Lokasi, dan Kenyamanan Terhadap Loyalitas

Konsumen Menggunakan Kolam Renang

Tirtonirmolo Prambanan”; (2) Isnaini Pertiwi

(2011), entitled “Tingkat Kepuasan Peserta Senam

di Delingsari Gamping Tengah Ambarketawang

terhadap Instruktur Senam”; (3) Retno Nurhayati

(2007) entitled “Tingkat Kepuasan Pasien Terhadap

Kualitas Jasa Pelayanan di Klinik Terapi Fisik FIK

UNY”; (4) Asrida Noor Eka Puspitasari (2008)

entitled “Tingkat Kepuasan Konsumen Terhadap

Jasa Pengelolaan Kolam Renang Galuh”.

2 LITERATURE REVIEW

2.1 The Quality of Service

Modernity and the development of technology will

contribute to the tight competition among companies

to gain and to maintain their customers’ loyalty. The

quality of service has become an important factor

that has to be taken into account by companies in

order to gain the trust of the customers. In this case,

the consumption pattern and life style of the

customers demand the companies to give best

service.

Service is an important matter for companies

who serve goods or services, so a manager should be

aware of that. Added to this, in a business, there is a

well-known saying “Customer is King” which

means that a company has to serve its own

customers well, in the same way they serve their

king.

According to Wyckof (in Wisnalmawati, 2005)

quality of service is an expected primacy level and a

control of primacy to fulfill the customers’

eagerness. If the accepted service meets the

expectation, the service quality is perceived as good

and satisfied service. If the accepted service exceeds

customers’ expectation, the service quality is

perceived as ideal service. However, if the accepted

service is below the expectation, the service quality

is perceived as bad service (Tjiptono, 2005).

In addition, quality is a keyword that should be

considered by service providers. The providers

should serve the customer well and carefully. The

quality of application like characteristic or visual or

the performance of the product is the main strategy

for company or good/service provider. As a result,

the company or good/service provider achieves an

excellent accomplishment that is the continuity to

protect its existence. The primacy of goods/services

depends on the uniqueness and the quality of

services provided by the service providers. The

service should meet the customers’ expectation and

customers’ need or the users of the service.

According to the description above, service is a

performance or effort to serve the costumers. Even

though it does not have a visual appearance and

cannot be owned, service can be felt and it gives the

satisfaction to the customers who use the service.

YISHPESS and CoIS 2019 - The 3rd Yogyakarta International Seminar on Health, Physical Education, and Sport Science (YISHPESS

2019) in conjunction with The 2nd Conference on Interdisciplinary Approach in Sports (CoIS 2019)

2.2 The Nature of Customers’

Satisfaction

The good or bad quality of the service of the FIK

UNY tennis court management can be known

through the satisfaction level of the users of the

court.

Thus, it is really urgent to understand the

meaning of customers’ satisfaction itself. According

to Kotler (2008: 16) customers’ satisfaction depends

on estimation of performance and presumption of

relative product to the customer expectation. If the

performance of produce does not meet the

expectation, the customer will be unsatisfied. If the

performance meets the expectation, the customer

will be satisfied. If the performance exceeds the

expectation, the customer will be very satisfied.

Band in Musanto (2004) also agrees with the

theory. Band states that customers’ satisfaction is a

level where customers’ need, eagerness, and

expectation can be fulfilled. Then, it will bring the

repurchase or continued loyalty.

Mowen (in Trisno Musanto, 2004) adds that a

key of customer satisfaction lies on the performance

that is shown by the agents which is interpreted as

the quality of the agent. According to this theory,

the customers’ satisfaction has closed relationship to

the quality of service or product provided by the

service providers.

Satisfaction is a function of performance’s

impression and expectation. If the performance is

below the expectation, customers will be unsatisfied.

Then, if the performance meets the expectation,

customers will be satisfied. Finally, if the

performance exceeds the expectation, customers will

be very satisfied or happy. Based on Richard Oliver

quoted by Handi Irawan (2002) satisfaction is the

fulfillment responses from the customers.

Satisfaction is a result of customers’ assessment.

The goods/services have given satisfaction level in

which fulfillment level can be more or less. In other

words, customers’ satisfaction is accumulated result

obtained by the users of certain service.

Based on the explanation above, it can be

concluded that customers’ satisfaction will be

materialized by the positive relationship of the

customer expectation of the product quality or

performance provided by producers. The level of

customers’ satisfaction depends on the quality/

performance of product which is provided, the

greater the quality or performance of product, the

greater the satisfaction of the customers.

The attention to the customers’ satisfaction or

dissatisfaction increases over the time. The

enhancement happens because of the purpose of a

company that is to create customers’ satisfaction.

The greater level of customers’ satisfaction will

bring the great profit for the company. It is because

the customers will likely repurchase the companies’

products. On the other hand, the less level of

customers’ satisfaction, it might lead the possibility

of the customers to change the product. They will

possibly buy the competitors’ products.

Tse and Wilton (1988) in Lupiyoado (2004)

customers’ satisfaction or dissatisfaction is

customers’ responses of disconfirmation evaluation

which is felt between the previous expectation and

actual performance after using the service.

If good or service companies do not really

understand about customers’ expectation, their

satisfaction is very difficult to be obtained. The

similar quality of product or service gives the

different satisfaction to different customers. Thus, a

company has to frequently pay attention to the

quality of product or service given to the customers.

According to the several theories, it can be

summarized that customers’ satisfaction is the

responses of customers’ reaction. The customers

compare the given performance and the result of the

customers’ expectation. If the result is below the

expectation, the customer will be disappointed,

unsatisfied or very unsatisfied. On the other hand, if

the service meets the expectation, the customer will

be satisfied and if the service exceeds the

expectation, the customer will be very satisfied.

Customers’ satisfaction gives several benefits.

Those benefits include the harmony relationship

between companies and customers, the good basic

willingness of repurchase, the creation of customer

loyalty, oral recommendation giving the profit for

company, good company reputation, and an increase

in profit.

2.3 Affecting Factors of Customers’

Satisfaction

Customers’ or users’ satisfaction is not easily

obtained moreover with a different level between

each customer. It shows that there are several

affecting factors of customers’ or users’ satisfaction.

Thus, it is needed to know what factors contribute in

the satisfaction of each customer or user.

According to M oenir (in Yulaimi and Putu R,

2007), for a service to be satisfactory to a person or

a group of people, there are four main requirements,

namely; (1) polite attitude, (2) manners of saying

what should be received by other people, (3) good

timing in saying, and (4) hospitality.

The Customers’ Satisfaction on the Quality Service of FIK UNY Tennis Court

Furthermore, there are other factors that can

affect customers’ satisfaction coming from the

consciousness of the employees who work in that

hospitality. Rules which are applied in the service

factor and organization that runs the service factor

also play a role. The other ones are facilities and

infrastructures as the service supports to ease

customers to get their product.

According to Philip Kotler in Supranto (2006) it

can be specified from the theory of service,

treatment and customers’ satisfaction that affecting

factors are said as follows: (1) Reliability,

Reliability is the ability of service providers to

execute the promised service with consistency and

trustworthiness. Customers’ satisfaction will be

fulfilled if the product/service quality matches the

promise made to the customer; (2) Responsiveness,

Responsiveness is the will to help customers and

execute the treatment swiftly and responsively.

Responsiveness will give a good impact on

customers’ satisfaction, because a good response

will give a great satisfaction value; (3) Confidence,

Confidence is the knowledge and politeness of

employees and also their ability to create assurance.

Thus, customers will be satisfied if there is a

guarantee to the service quality given by service

providers or the goods taken by customers; (4)

Empathy, Empathy is caring or giving personal

attention to customers. This will become important

because the customers’ satisfaction will be achieved

if the customers are comfortably using the given

service; (5) Tangibility, Tangibility is the physical

appearance of equipment, employees, and

communication media. This also will give a positive

impact to customers’ satisfaction, because the

greater the quality of the facilities used in the service

the greater the customers’ satisfaction will be.

2.4 Tennis Court Service

2.4.1 Tennis Court Management

Essentially, the word ‘management’; according to

Widasa (2007) is an activity to achieve goals

through the work of someone else. On the details, he

proposed that management includes planning and

other groups’ effort to achieve a goal, and with the

less use of capital such as time, money, material and

also obstacle met.

2.4.2 The FIK UNY Tennis Court

The growth of sport facilities cannot be separated

from many factors coming from the facilities

themselves. One of the important means to promote

sport facilities is trough marketing.

The FIK UNY Tennis Court has 6 courts which

are convenient and ready for the night use,

consisting of 4 indoor courts, and 2 outdoor courts.

The FIK UNY Tennis Court is situated near the

UNY Athletic and Football Stadium or besides the

UNY Main Library, so it is easy to find and

accessible by personal vehicles.

3 METHOD

3.1 Research Design

This research is a descriptive quantitative research

employing survey method and the data were

measured by using questionnaires given to some

respondents. This research aimed to know the level

of customers’ satisfaction towards the service

quality of the FIK UNY Tennis Court in 2016. The

value obtained was then analyzed using descriptive

analysis and then written in the form of percentage.

3.2 Research Time and Place

This research was conducted in FIK UNY Tennis

Court in May 2016. As for the test of research

instrument was conducted in FIK UNY Tennis Court

in March 2016.

3.3 Research Subject

This research subjects were customers of FIK

UNY’s Tennis Court. Research subject is

determined using accidental sampling technique on

customer of the FIK UNY Tennis Court.

3.4 Population and Sample

The population of this research included the

customers of the FIK UNY Tennis Court. As for the

sample of this research were customers of FIK

UNY’s Tennis Court.

3.5 Data, Instrument, and Data

Collection Technique

Instrument is a tool used to obtain the data in a

research. The instrument in this research is

questionnaire to measure tennis court customers’

satisfaction towards service of the FIK UNY Tennis

YISHPESS and CoIS 2019 - The 3rd Yogyakarta International Seminar on Health, Physical Education, and Sport Science (YISHPESS

2019) in conjunction with The 2nd Conference on Interdisciplinary Approach in Sports (CoIS 2019)

Court. This questionnaire was given to customers

using the FIK UNY Tennis Court.

The data collection method in this research was

through questionnaire: (1) First of all, the researcher

found information about customers using the tennis

court; (2) Secondly, the researcher made some

appointments with some customers as the sample of

the research; (3) Then, the researcher gave

questionnaires to the sample of this research; (4) The

researcher made a transcript of the questionnaires;

(5) The next step was coding. In this step, if there is

a missed data, there will be an extra addition of the

data using the questionnaires; (6) After that, the

obtained data were processed and analyzed.

Before being used as the instrument of this

research, the questionnaires were tested in terms of

their validity and reliability. They were tested on 20

customers using the FIK UNY Tennis Court. Their

validity and reliability test was then processed using

Microsoft Office Excel 2010 and SPSS V.18.

After the data were collected, the next step was

to analyze the data so that they could be led into one

conclusion. The data analysis technique in this

research was descriptive quantitative analysis by

using the precentage of relative frequency. The

formula is as follows (Anas Sudijono, 2008:40).

P =





𝑋 100%



(1)

Notes:

P = Questioned Percentage (Relative Frequency)

F = Frequency

N = Number of Respondents

The category of the obtained value in the result

of this research is determined by the conversion

criteria, according to Arikunto (2006: 2007), and

then the data were interpreted into five levels,

namely:

Table 1: Category Level.

(Arikunto, 2002)

4 RESEARCH RESULT AND

DISCUSSION

4.1 Research Result

This part will show the research result of customers’

satisfaction in using the FIK UNY Tennis Court.

This research was conducted on 20 to 26 of May

2016 and it included 75 respondents. The result of

this research can be described as follows:

1. The Level of Customers’ Satisfaction in

Using the FIK UNY Tennis Court

From the analyzed data, the result can be described

into a table as follows:

Table 2: Statistical Description of Customers’ Satisfaction

in Using the FIK UNY Tennis Court Service.

Statistic Score

Mean 95.6000

Median 93.0000

Mode 92.00

Std. Deviation 9.59166

Ran

e 61.00

Minimu

60.00

Maximu

121.00

From the data above it can be described that the

level of customers’ satisfaction in using the FIK

UNY Tennis Court service has the mean of 95.6,

median of 93, mode of 92 and Standard Deviation of

9.59. Meanwhile, the maximum score is 121 and

minimum score is 60. From the data above, the

customers’ satisfaction in using the FIK UNY

Tennis Court service can be categorized as the table

below.

Table 3: The Category of Customers’ Satisfaction in Using

the FIK UNY Tennis Court Service.

No Interval F P(%) Category

81% - 100%

14 18,67

61% - 80%

60 80,00

41% - 60%

11,33

21% - 40%

00,00

0% - 20%

00,00

VUS

Total 75 100

No Interval F P(%) Category

81% - 100%

14 18,67

61% - 80%

60 80,00

41% - 60%

11,33

21% - 40%

00,00

0% - 20%

00,00

VUS

Total 75 100

The Customers’ Satisfaction on the Quality Service of FIK UNY Tennis Court

Notes:

F= Frequency

P = Percentage

VS = Very Satisfied

S = Satisfied

FS = Fairly Satisfied

US = Unsatisfied

VUS = Very Unsatisfied

From the table above, it can be seen that the level

of customers’ satisfaction in using the FIK UNY

Tennis Court service is satisfied with the average

achievement of 72,42%. It included 14 respondents

or 18.67% with very satisfied, 60 respondents or

80% with satisfied, 1 respondent or 1.33% with

fairly satisfied, and 0% for unsatisfied and very

unsatisfied.

Below you can see the graphic for customer’s

satisfaction in using FIK UNY’s tennis court

service:

Graphic 1: The Diagram of the Customers’ Satisfaction

Level in Using the FIK UNY Tennis Court Service.

From the data above, it can be seen that the level

of customers’ satisfaction is categorized satisfied

with the average achievement of 72,42%. The

category was obtained from the average result

consisting of 14 respondents or 18.67% with very

satisfied, 60 others or 80% with satisfied, 1

respondent or 1.33% with fairly satisfied, and 0 %

for both unsatisfied and very unsatisfied.

Tennis as sport is known as a prestigious and

expensive sport. Therefore, its service providers tend

to give the maximum service aiming to please the

customers to get highest satisfaction. Thus,

providing good service by attitude or performance

will affect the customers’ satisfaction in using FIK

UNY Tennis Court.

According to Band in Musanto (2004: 125), the

customers’ satisfaction is an improvement where

needs, wants and hopes from customers can be

fulfilled that it will result in repeat buying and

continuous loyalty. Supranto (1997: 227) adds that

service is invisible, intangible and quickly

disappeared work. It can be easily felt rather than

owned, and if it works well, the users can actively

participate in its consumption.

Essentially, the fulfillment of the customers’

needs has become the most necessary aspect in the

service process. Apart from performance and

attitude of the providers, the customers’ satisfaction

is also affected by the quality of the facilities and

tools equipped in the FIK UNY Tennis Court. With

suffice facilities, the customers will easily get what

they want and need when they use the court.

5 CONCLUSION AND

SUGGESTION

5.1 Conclusion

According to the research finding and discussion, it

can be concluded that the customers’ satisfaction in

using the FIK UNY Tennis Court is categorized

satisfied with average achievement of 72,42%. The

category was obtained from the average result

consisting of 14 respondents or 18.67% with very

satisfied, 60 others or 80% with satisfied, 1

respondent or 1.33% with fairly satisfied, and 0 %

for both unsatisfied and very unsatisfied.

5.2 Suggestion

According to the drawn conclusion above, it is

suggested that: (1) The FIK UNY Tennis Court

management should be able to improve the quality

of the service provided; (2) The quality should be

improved holistically so that the customers will be

comfortable in using the FIK UNY Tennis Court.

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Very

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Unsatisfi

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Fairly

Satisfied

;;1,33

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;;80

Very

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;;18,67

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YISHPESS and CoIS 2019 - The 3rd Yogyakarta International Seminar on Health, Physical Education, and Sport Science (YISHPESS

2019) in conjunction with The 2nd Conference on Interdisciplinary Approach in Sports (CoIS 2019)

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The Customers’ Satisfaction on the Quality Service of FIK UNY Tennis Court