Inisiatif penambahbaikan tahap kepuasan pengguna terhadap kualiti perkhidmatan fasiliti fizikal di kompleks sukan Negeri Paroi

Abstract

User or customer satisfaction is an important aspect that is often given high regards by service providers where the quality of services provided by an organization can be evaluated and improved based on the opinions of users or customers. Studies on users satisfaction of a service or a physical facility in the public sector are lacking, especially those involving sports industry. Therefore, this study aims to determine the level of users satisfaction on the physical facilities at the Paroi State Sports Complex. The objectives of this study are to identify the elements of users satisfaction and the factors that most influence users satisfaction and also to determine the level of users satisfaction on the quality of service and overall physical facilities provided to the users in this sports complex by the Seremban City Council which is the manager of the sports complex. A survey is conducted by distributing 250 sets of questionnaires to internal users (MBS staffs) and random users. There are three methods of analysis used in this study namely frequency analysis, descriptive analysis and crosstabulation analysis. Service quality analysis (Servqual) is also used in this study. The findings show that the level of quality of services and facilities at the Sports Complex as a whole is modest and requires a lot of improvements, maintenance as well as the need to improve the quality of the equipment provided as these are the most important factors that affect the satisfaction of users who utilise the facilities and services in the Sports Complex. Therefore, the quality of service needs to be improved in order to achieve a satisfactory level in coherence with their needs. The results of this study can provide a guidance to MBS in formulating a Sports Complex ability plan to improve the level of quality of service to excellent in the future in line with municipal upgrades to the City status.