The Effect of Facilities on Customer Satisfaction Through Service Quality as an Intervening Variable at the SMKN 1 Glagah Hall in Banyuwangi

Abstract

This study aims to analyze the effect of owned facilities on customer satisfaction at SMKN 1 Glagah Hall in Banyuwangi, with service quality as an intervening variable. The study employs a quantitative approach using structural equation modeling with partial least squares (SEM-PLS) analysis. This study included a total of 160 respondents who had used the hall for at least six months. Respondents were selected using a purposive sampling technique. The findings show that the hall's facilities have substantial direct and indirect effects on customer satisfaction, and that service quality plays an important mediating role. These results underscore the importance of simultaneously implementing facilities management and improving service quality to increase customer satisfaction in service-based educational institutions.

Keywords: facilities, service quality, customer satisfaction, SEM-PLS