Kualiti Perkhidmatan Fasiliti Sukan di Institusi Pengajian Tinggi Malaysia: Tinjauan Konseptual

Farhawahidah Ahmad Puad; Khairunesa Isa

doi:10.47405/mjssh.v8i1.2027

Farhawahidah Ahmad Puad Jabatan Sains Sosial, Pusat Pengajian Umum dan Kokurikulum, Universiti Tun Hussein Onn Malaysia, 86400 Parit Raja, Batu Pahat, Johor, Malaysia.
Khairunesa Isa Jabatan Sains Sosial, Pusat Pengajian Umum dan Kokurikulum, Universiti Tun Hussein Onn Malaysia, 86400 Parit Raja, Batu Pahat, Johor, Malaysia.

DOI: https://doi.org/10.47405/mjssh.v8i1.2027

Keywords: Fasiliti sukan, Kualiti pelanggan, Pelanggan sukan

Abstract

Kualiti perkhidmatan dan kepuasan pelanggan adalah saling berkait di antara satu sama lain. Ia merupakan petunjuk terbaik kepada ramalan masa depan bagi pengoperasian sesebuah organisasi. Peningkatan tahap kepuasan adalah penting kerana ia mampu menyumbang kepada sikap untuk terus melibatkan diri dalam aktiviti sukan. Tinjauan konseptual ini adalah bertujuan untuk mengenal pasti tahap kualiti perkhidmatan fasiliti sukan di Institusi Pengajian Tinggi Malaysia dan menentukan hubungan antara kualiti perkhidmatan fasiliti sukan dan kesetiaan pelanggan. Model SERVQUAL akan digunakan dalam kajian ini. Namun, kajian ini berbeza dengan kajian-kajian lepas yang kebanyakannya hanya melihat dua pemboleh ubah sahaja iaitu kualiti perkhidmatan (pemboleh ubah bebas) dan kepuasan pelanggan (pemboleh ubah bersandar). Kajian yang dicadangkan oleh pengkaji ini melibatkan tiga pemboleh ubah iaitu kualiti perkhidmatan (pemboleh ubah bebas), kesetiaan pelanggan (pemboleh ubah bersandar) dan uniknya, kepuasan pelanggan sebagai perantara (faktor mediator) dalam kajian ini. Di universiti, pelajar merupakan pelanggan utama yang menerima perkhidmatan daripada organisasi. Secara jelas, Institusi Pengajian Tinggi mempunyai tanggungjawab dalam menyediakan perkhidmatan yang dapat memberikan kepuasan kepada pelajar yang dianggap sebagai pelanggan utama mereka.

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