Musytari : Jurnal Manajemen, Akuntansi, dan Ekonomi

Vol. 25 No. 8 (2026): Musytari: Neraca Manajemen, Akuntansi, dan Ekonomi, ISSN 3025-9495
Articles

EVALUASI REVISIT INTENTION ARENA E-SPORT: PERAN PHYSICAL ENVIRONMENT QUALITY DAN SOCIAL SERVICESCAPE

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  • Zidane Indra Rahmanto,
  • Usep Suhud,
  • Nofriska Krissanya
Zidane Indra Rahmanto
Universitas Negeri Jakarta
Usep Suhud
Universitas Negeri Jakarta
Nofriska Krissanya
Universitas Negeri Jakarta
DOI: https://doi.org/10.2238/q9njqx71

Published 2026-07-19

Keywords

  • customer satisfaction,
  • perceived value,
  • physical environment quality,
  • revisit intention,
  • social servicescape

How to Cite

EVALUASI REVISIT INTENTION ARENA E-SPORT: PERAN PHYSICAL ENVIRONMENT QUALITY DAN SOCIAL SERVICESCAPE. (2026). Musytari : Jurnal Manajemen, Akuntansi, Dan Ekonomi, 25(8). https://doi.org/10.2238/q9njqx71

Abstract

Industri olahraga elektronik (e-sport) yang berkembang pesat menuntut penyedia arena bermain untuk menghadirkan kualitas layanan yang kompetitif. Namun, terdapat anomali pada operasional Sentinel Cyber Arena, di mana loyalitas pelanggan tetap tinggi di tengah banyaknya kendala infrastruktur fisik. Oleh karena itu, penelitian ini bertujuan untuk menguji dan mengevaluasi secara empiris pengaruh social servicescape dan physical environment quality terhadap revisit intention melalui mediasi perceived value dan customer satisfaction pada fasilitas tersebut. Pendekatan yang digunakan adalah kuantitatif dengan desain eksplanatori melalui metode survei. Unit analisis dalam penelitian ini adalah individu, yakni pelanggan aktif Sentinel Cyber Arena yang berdomisili di DKI Jakarta. Dengan menggunakan teknik purposive sampling, terkumpul sampel sebanyak 276 responden berusia 18 hingga 35 tahun yang telah berkunjung minimal dua kali dalam enam bulan terakhir. Teknik analisis data yang diterapkan adalah Covariance Based Structural Equation Modeling (CB-SEM) dengan menggunakan perangkat lunak AMOS. Hasil pengujian membuktikan bahwa social servicescape memberikan pengaruh positif dan signifikan terhadap customer satisfaction maupun perceived value. Sebaliknya, variabel physical environment quality terbukti tidak memberikan pengaruh yang signifikan terhadap kepuasan maupun persepsi nilai pelanggan. Lebih lanjut, perceived value secara empiris memberikan pengaruh positif dan signifikan terhadap peningkatan customer satisfaction. Pada tahapan evaluasi perilaku akhir, baik customer satisfaction maupun perceived value terbukti mendorong lahirnya revisit intention secara positif dan signifikan. Kesetiaan pengunjung terbukti tetap kukuh berkat keberhasilan manajemen dalam mengoptimalkan interaksi layanan sosial untuk mengompensasi kelemahan infrastruktur fisik. Berdasarkan hasil tersebut, rekomendasi yang diberikan kepada pihak manajemen adalah merutinkan program pelatihan soft skill komunikasi staf untuk menjaga kualitas komunitas sebagai aset utama, sembari secara bertahap mengalokasikan anggaran untuk membenahi infrastruktur kelistrikan dan jaringan sebagai jaring pengaman operasional jangka panjang.
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