Experiencing the crowded green: How satisfaction shapes visitors' behavioural outcomes in urban parks

Abstract

Purpose – This study validates a multidimensional framework of visitor experience quality in urban parks and examines how satisfaction mediates the relationships between experiential dimensions, perceived crowding and behavioural outcomes, including loyalty and pro-environmental behaviour. Design/methodology/approach – Data were collected from 460 local residents visiting urban parks in Indonesia through on-site surveys. Using exploratory factor analysis and partial least squares structural equation modelling (PLS-SEM), three experience dimensions – social-educational, sensory-aesthetic and service-facility– were identified and tested in terms of their direct and mediated effects. Findings – All experience dimensions significantly enhanced satisfaction, which in turn predicted both loyalty and pro-environmental behaviour. Satisfaction also mediated the effects of experience quality and perceived crowding. Social-educational experience emerged as the strongest driver, while moderate crowding contributed positively when perceived as vibrant and socially engaging. Practical implications – Park managers should prioritise interpretive, sensory and community-based programmes that integrate learning and emotional engagement, while managing rather than eliminating crowding through zoning and participatory design. Originality/value – This study positions satisfaction as the central psychological mechanism linking multidimensional park experiences to loyalty and sustainability-oriented behaviour while reframing perceived crowding as a potential source of social vitality in urban green spaces