Assessing the Effectiveness of AFA Online Booking and Payment Gateway Services for Sports Facilities: A Customer Feedback Survey

This study aimed to assess the effectiveness of AFA's online booking and payment gateway services for sports facilities from the customer's perspective. The research objectives included evaluating customer satisfaction, ease of use, reliability, areas of improvement, and the impact on loyalty and repeat bookings. A survey questionnaire was administered to 52 users of AFA's online booking and payment gateway services for sports facilities. Descriptive statistics, such as graphs, charts, and percentages, were employed to analyse the data collected from the survey. The findings indicate that a majority of customers (62%) were satisfied or very satisfied with AFA's online booking and payment gateway services. The services were perceived as easy to use by over 53% of customers. However, customers have varying levels of confidence in the AFA app’s reliability, with some experiencing more issues than others. The net promoter score (NPS) of -15% revealed that enhancing services is necessary to drive customer loyalty and advocacy. While the study acknowledges limitations such as sample size, self-reported data, and the absence of causal relationships, it provides valuable insights for improving AFA's online booking and payment gateway services. Future research should explore the impact of external factors, such as competing online booking and payment gateway services, on customer satisfaction and loyalty.