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All Journal Jurnal Manajemen Pemasaran dan Perilaku Konsumen
Cibro, Rizky Mraduna
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Decision Sciences, Operations Research & Management

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The Influence of Service Quality, Facilities, and Price on Customer Satisfaction in the Billiard Entertainment Industry Cibro, Rizky Mraduna; Moko, Wahdiyat
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 5 No. 1 (2026)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/jmppk.2026.05.1.12

Abstract

Purpose – This study aims to examine the effects of service quality, facilities, and pricing on customer satisfaction at a billiard bistro amid increasing competition in the recreational entertainment industry. Design/Methodology/Approach – This study employed a quantitative explanatory research design. Data were collected through questionnaires from 90 customers who had used the billiard bistro's services, selected using a purposive sampling technique. The data were analyzed using multiple linear regression with IBM SPSS Statistics 26. Findings – The results indicate that facilities and pricing have positive and significant effects on customer satisfaction. In contrast, service quality has a positive but statistically insignificant effect. The proposed model explains 73.2% of the variance in customer satisfaction, suggesting that facilities and pricing are the primary determinants of customer satisfaction in the billiard bistro context. Originality/Value – This study extends the application of the SERVQUAL framework and perceived value theory to the underexplored context of the billiard and bistro recreational industry. The findings provide both theoretical insights into customer satisfaction in recreational service businesses and practical implications for managers by highlighting facilities and pricing as strategic priorities for enhancing customer satisfaction and competitiveness.
Co-Authors Wahdiyat Moko