Kepuasan pelanggan dalaman terhadap fasiliti fizikal dan perkhidmatan di kompleks sukan UTM

Abstract

Internal customer satisfaction is considered one of the most important sources for the well being of an organization. It is found that there is limited study on internal customer satisfaction on service or physical amenities in public sectors. Therefore, this study was done to investigate firstly, the level of internal customer confidence in Higher Public Education Institution, mainly Universiti Teknologi Malaysia (UTM) staffs who are the users of UTM Sport’s Complex in relation to its services and facilities. The second and third objectives were to identify level of satisfaction and studying the factors that most influence customer satisfaction to the physical facilities in the sports complex respectively. A survey was done by distributing 100 questionnaire sets randomly to UTM staffs. Three methods of analyses were used; which are frequency, descriptive and crosstabulation analyses. The study showed that the overall service and facilities quality is good but there is need to enhance the quality of the facilities, as it is the main factor in inner customer satisfaction. Therefore the quality of service need to be upgraded to ensure best satisfaction to the users in parallel with their needs.