The Influence of Service Quality on Visitor Satisfaction at Bagindo Aziz Chan Youth Center Padang City

Rahmi Muthia Putri; Sinta Westika Putri M.A.P

doi:10.63922/ijbqr.v4i03.5324

Rahmi Muthia Putri Universitas Negeri Padang
Sinta Westika Putri M.A.P Universitas Negeri Padang

DOI: https://doi.org/10.63922/ijbqr.v4i03.5324

Keywords: Service Quality, Visitor Satisfaction, SERVQUAL, Bagindo Aziz Chan Youth Center Kota Padang

Abstract

Visitor satisfaction is an important benchmark for assessing the success of service delivery at public facilities, where optimal service ideally produces high satisfaction. However, Bagindo Aziz Chan Youth Center in Padang City still faces problems such as fluctuating visitor numbers, complaints regarding facilities, security, staff attitudes, and the absence of a formal complaint mechanism, indicating that certain aspects of service still require improvement. This study aims to examine the influence of service quality on visitor satisfaction at Bagindo Aziz Chan Youth Center Padang City. This study used an associative causal research design with a quantitative approach. Data were obtained using a questionnaire distributed to visitors who had previously used the facilities at Bagindo Aziz Chan Youth Center through a simple random sampling technique, and were subsequently analyzed using simple linear regression analysis with IBM SPSS. The results reveal that service quality has a positive and significant effect on visitor satisfaction, with a coefficient of determination (R²) of 0.585 (58.5%) and a calculated t-value of 11.754 > the critical t-value of 1.984 at a significance level of p < 0.001. The regression equation Ŷ = 4.708 + 0.569X indicates that every one-unit increase in service quality raises visitor satisfaction by 0.569 units. Based on these findings, it is recommended that the management of Bagindo Aziz Chan Youth Center continue to strengthen service quality, particularly in terms of staff responsiveness, to support the sustainable improvement of visitor satisfaction.

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