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

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 fac...

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Main Author:	Alias, Fazliyana
Format:	Thesis
Language:	English
Published:	2020
Subjects:	TH434-437 Quantity surveying
Online Access:	http://eprints.utm.my/id/eprint/96658/1/FazliyanaAliasMFABU2020.pdf.pdf
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id	my-utm-ep.96658
record_format	uketd_dc
spelling	my-utm-ep.966582022-08-15T08:08:33Z Inisiatif penambahbaikan tahap kepuasan pengguna terhadap kualiti perkhidmatan fasiliti fizikal di kompleks sukan Negeri Paroi 2020 Alias, Fazliyana TH434-437 Quantity surveying 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. 2020 Thesis http://eprints.utm.my/id/eprint/96658/ http://eprints.utm.my/id/eprint/96658/1/FazliyanaAliasMFABU2020.pdf.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:143078 masters Universiti Teknologi Malaysia Faculty of Built Environment & Surveying
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	TH434-437 Quantity surveying
spellingShingle	TH434-437 Quantity surveying Alias, Fazliyana Inisiatif penambahbaikan tahap kepuasan pengguna terhadap kualiti perkhidmatan fasiliti fizikal di kompleks sukan Negeri Paroi
description	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.
format	Thesis
qualification_level	Master's degree
author	Alias, Fazliyana
author_facet	Alias, Fazliyana
author_sort	Alias, Fazliyana
title	Inisiatif penambahbaikan tahap kepuasan pengguna terhadap kualiti perkhidmatan fasiliti fizikal di kompleks sukan Negeri Paroi
title_short	Inisiatif penambahbaikan tahap kepuasan pengguna terhadap kualiti perkhidmatan fasiliti fizikal di kompleks sukan Negeri Paroi
title_full	Inisiatif penambahbaikan tahap kepuasan pengguna terhadap kualiti perkhidmatan fasiliti fizikal di kompleks sukan Negeri Paroi
title_fullStr	Inisiatif penambahbaikan tahap kepuasan pengguna terhadap kualiti perkhidmatan fasiliti fizikal di kompleks sukan Negeri Paroi
title_full_unstemmed	Inisiatif penambahbaikan tahap kepuasan pengguna terhadap kualiti perkhidmatan fasiliti fizikal di kompleks sukan Negeri Paroi
title_sort	inisiatif penambahbaikan tahap kepuasan pengguna terhadap kualiti perkhidmatan fasiliti fizikal di kompleks sukan negeri paroi
granting_institution	Universiti Teknologi Malaysia
granting_department	Faculty of Built Environment & Surveying
publishDate	2020
url	http://eprints.utm.my/id/eprint/96658/1/FazliyanaAliasMFABU2020.pdf.pdf
_version_	1747818673928667136

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

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