Study on the relationship between service quality and customer satisfaction among Sport Center users in University Utara Malaysia

The purpose of this study is to study the relationship between service quality and customer satisfaction among the users of the Sports Center in University Utara Malaysia. The respondents of this study are the UUM students who are using the services in the Sports Center. The factors investigated in...

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Main Author:	Nur Fatihah, Husin
Format:	Thesis
Language:	eng eng eng
Published:	2018
Subjects:	HF5001-6182 Business
Online Access:	https://etd.uum.edu.my/8447/1/s822402_01.pdf https://etd.uum.edu.my/8447/2/s822402_02.pdf https://etd.uum.edu.my/8447/3/822402%20REFERENCES.docx
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id	my-uum-etd.8447
record_format	uketd_dc
spelling	my-uum-etd.84472022-02-16T01:12:03Z Study on the relationship between service quality and customer satisfaction among Sport Center users in University Utara Malaysia 2018 Nur Fatihah, Husin Ramli, Azahari School of Business Management School of Business Management HF5001-6182 Business The purpose of this study is to study the relationship between service quality and customer satisfaction among the users of the Sports Center in University Utara Malaysia. The respondents of this study are the UUM students who are using the services in the Sports Center. The factors investigated in this study are five dimensions of service quality which is tangible, responsiveness, reliability, assurance and empathy. Thus, the objectives of this research paper are: (a) To investigate the relationship between tangibility and the student's satisfaction. (b) To identify the relationship between reliability and the student's satisfaction. (c) To determine the relationship between responsiveness and the student's satisfaction. (d) To examine the relationship between assurance and the student's satisfaction. (e) To identify the relationship between empathy and the student's satisfaction. (f) To determine the relationship between overall service quality and the student's satisfaction. In this study, the quantitative method was implemented. 1138 students as the population and 297 students are chosen as a sample size. In assessing the relationship between variables, a total of 297 questionnaires were distributed and analyzed using SPSS 24.0 to produce an accurate finding. Correlation analyses were used to answer the research hypothesis. The findings of the research proves that service quality is significantly related to the student's satisfaction. This study clearly illustrate that tangibility and empathy have the most influence towards increasing the student's satisfaction. This study also contributes to a new scope of research in the business field and discusses the implications, recommendations for future research and a summary of the study as well. 2018 Thesis https://etd.uum.edu.my/8447/ https://etd.uum.edu.my/8447/1/s822402_01.pdf text eng public https://etd.uum.edu.my/8447/2/s822402_02.pdf text eng public https://etd.uum.edu.my/8447/3/822402%20REFERENCES.docx text eng public other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng
advisor	Ramli, Azahari
topic	HF5001-6182 Business
spellingShingle	HF5001-6182 Business Nur Fatihah, Husin Study on the relationship between service quality and customer satisfaction among Sport Center users in University Utara Malaysia
description	The purpose of this study is to study the relationship between service quality and customer satisfaction among the users of the Sports Center in University Utara Malaysia. The respondents of this study are the UUM students who are using the services in the Sports Center. The factors investigated in this study are five dimensions of service quality which is tangible, responsiveness, reliability, assurance and empathy. Thus, the objectives of this research paper are: (a) To investigate the relationship between tangibility and the student's satisfaction. (b) To identify the relationship between reliability and the student's satisfaction. (c) To determine the relationship between responsiveness and the student's satisfaction. (d) To examine the relationship between assurance and the student's satisfaction. (e) To identify the relationship between empathy and the student's satisfaction. (f) To determine the relationship between overall service quality and the student's satisfaction. In this study, the quantitative method was implemented. 1138 students as the population and 297 students are chosen as a sample size. In assessing the relationship between variables, a total of 297 questionnaires were distributed and analyzed using SPSS 24.0 to produce an accurate finding. Correlation analyses were used to answer the research hypothesis. The findings of the research proves that service quality is significantly related to the student's satisfaction. This study clearly illustrate that tangibility and empathy have the most influence towards increasing the student's satisfaction. This study also contributes to a new scope of research in the business field and discusses the implications, recommendations for future research and a summary of the study as well.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Nur Fatihah, Husin
author_facet	Nur Fatihah, Husin
author_sort	Nur Fatihah, Husin
title	Study on the relationship between service quality and customer satisfaction among Sport Center users in University Utara Malaysia
title_short	Study on the relationship between service quality and customer satisfaction among Sport Center users in University Utara Malaysia
title_full	Study on the relationship between service quality and customer satisfaction among Sport Center users in University Utara Malaysia
title_fullStr	Study on the relationship between service quality and customer satisfaction among Sport Center users in University Utara Malaysia
title_full_unstemmed	Study on the relationship between service quality and customer satisfaction among Sport Center users in University Utara Malaysia
title_sort	study on the relationship between service quality and customer satisfaction among sport center users in university utara malaysia
granting_institution	Universiti Utara Malaysia
granting_department	School of Business Management
publishDate	2018
url	https://etd.uum.edu.my/8447/1/s822402_01.pdf https://etd.uum.edu.my/8447/2/s822402_02.pdf https://etd.uum.edu.my/8447/3/822402%20REFERENCES.docx
_version_	1747828395251597312

Study on the relationship between service quality and customer satisfaction among Sport Center users in University Utara Malaysia

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