ISSN: 2222-6990
Open access
Service quality can be defined as the concept viewed from the outlook of the customer's preferences and expectations of the provided service. The level of student satisfaction has been a core subject for researchers to provide an active learning environment, due to its crucial role in the efficiency and success of educational institutions and prospective students’ enrollment over the last few decades. Although the number of universities in Malaysia is increasing, only a few studies on the service quality of the facilities have been done. The main objectives of this study are to determine the factors of service quality that influence students' satisfaction with sports facilities in Universiti Pendidikan Sultan Idris (UPSI) and to investigate the relationship between service quality and students’ satisfaction among UPSI students with sports facilities. The respondents of this study are 433 students in UPSI using the SERVQUAL scale with a total of 39 items in four dimensions. The data is analyzed using descriptive analysis and Pearson Correlation analysis. The result found out the major factor that influences the students’ satisfaction with the service quality is the assurance, with the highest mean (M = 4.41, SD = 0.62). Next, there is a significant relationship between the service quality of sports facilities and students’ satisfaction in UPSI. The result of this study can help the management of the sports center to perform advanced improvements in the future. Future research also should prepare a larger sample size including both students and outsiders who utilize sports facilities at the university. This might cover a bigger scope on the satisfaction towards sports facilities.
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In-Text Citation: (Azmi et al., 2022)
To Cite this Article: Azmi, A. M. B. M., Lamat, S. A. B., Rahman, M. W. B. A., & Nawang, W. N. H. W. (2022). Relationship between Perceived Service Quality and Satisfaction in The Sports Facility among UPSI Students. International Journal of Academic Research in Business and Social Sciences, 12(11), 1261 – 1270.
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