Expectations and perceptions of students for service quality in UTM sports complex

Service quality has become a predominant part for all organizations in providing their services as well as in facilities management which aims at improving customer satisfaction and customer retention. Nowadays, customers are becoming less tolerant of bad services. Since the success or failures of s...

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Main Author:	Ooi, Sher Yeen
Format:	Thesis
Published:	2010
Subjects:	HD28 Management Industrial Management
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id	my-utm-ep.26736
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spelling	my-utm-ep.267362017-08-17T03:56:00Z Expectations and perceptions of students for service quality in UTM sports complex 2010 Ooi, Sher Yeen HD28 Management. Industrial Management Service quality has become a predominant part for all organizations in providing their services as well as in facilities management which aims at improving customer satisfaction and customer retention. Nowadays, customers are becoming less tolerant of bad services. Since the success or failures of sports complex or service is finally determined by customers, it is essential to examine customers’ perceptions and expectations of the quality of the sport services. The aims of this study is to examine the students’ expectations and perceptions towards service quality delivered by Sports Complex of Universiti Teknologi Malaysia (UTM) and to analyze the gap between expectations and perceptions using the gap analysis. The instrument used in this research is questionnaire using a modified SERVQUAL model with Likert Scale questions. A total of 105 sets questionnaires were returned and analyzed from the 120 sets questionnaires randomly distributed to the students who visit and use the sport facilities of UTM Sports Complex. Frequency analysis and mean are used to analyze the first objective while gap analysis is used for the second objective analysis. From the analysis, it is found that the overall expectations service level is considerably high and the perceptions service level towards UTM Sports Complex is moderate. However, service quality delivered by UTM Sports Complex is below the respondents expectations due to the negative service gaps for all 22 service quality statements. Among the five service quality dimensions, "tangible" and "empathy" gained the lowest service gaps. On the contrary, the highest service gap is "assurance" which means that UTM Sports Complex provided the worst in "assurance" services. In conclusion, the top management of the sports complex should pay more attention and put more efforts in improving the service quality of the services provided as service quality has become more and more important. 2010 Thesis http://eprints.utm.my/id/eprint/26736/ http://libraryopac.utm.my/client/en_AU/main/search/results?qu=Expectations+and+perceptions+of+students+for+service+quality+in+UTM+sports+complex&te= masters Universiti Teknologi Malaysia, Faculty of Geoinformation and Real Estate Faculty of Geoinformation Science and Engineering
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
topic	HD28 Management Industrial Management
spellingShingle	HD28 Management Industrial Management Ooi, Sher Yeen Expectations and perceptions of students for service quality in UTM sports complex
description	Service quality has become a predominant part for all organizations in providing their services as well as in facilities management which aims at improving customer satisfaction and customer retention. Nowadays, customers are becoming less tolerant of bad services. Since the success or failures of sports complex or service is finally determined by customers, it is essential to examine customers’ perceptions and expectations of the quality of the sport services. The aims of this study is to examine the students’ expectations and perceptions towards service quality delivered by Sports Complex of Universiti Teknologi Malaysia (UTM) and to analyze the gap between expectations and perceptions using the gap analysis. The instrument used in this research is questionnaire using a modified SERVQUAL model with Likert Scale questions. A total of 105 sets questionnaires were returned and analyzed from the 120 sets questionnaires randomly distributed to the students who visit and use the sport facilities of UTM Sports Complex. Frequency analysis and mean are used to analyze the first objective while gap analysis is used for the second objective analysis. From the analysis, it is found that the overall expectations service level is considerably high and the perceptions service level towards UTM Sports Complex is moderate. However, service quality delivered by UTM Sports Complex is below the respondents expectations due to the negative service gaps for all 22 service quality statements. Among the five service quality dimensions, "tangible" and "empathy" gained the lowest service gaps. On the contrary, the highest service gap is "assurance" which means that UTM Sports Complex provided the worst in "assurance" services. In conclusion, the top management of the sports complex should pay more attention and put more efforts in improving the service quality of the services provided as service quality has become more and more important.
format	Thesis
qualification_level	Master's degree
author	Ooi, Sher Yeen
author_facet	Ooi, Sher Yeen
author_sort	Ooi, Sher Yeen
title	Expectations and perceptions of students for service quality in UTM sports complex
title_short	Expectations and perceptions of students for service quality in UTM sports complex
title_full	Expectations and perceptions of students for service quality in UTM sports complex
title_fullStr	Expectations and perceptions of students for service quality in UTM sports complex
title_full_unstemmed	Expectations and perceptions of students for service quality in UTM sports complex
title_sort	expectations and perceptions of students for service quality in utm sports complex
granting_institution	Universiti Teknologi Malaysia, Faculty of Geoinformation and Real Estate
granting_department	Faculty of Geoinformation Science and Engineering
publishDate	2010
_version_	1747815498358194176

Expectations and perceptions of students for service quality in UTM sports complex

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