Kualiti Perkhidmatan Fasiliti Sukan di Universiti Awam Malaysia (Quality of Malaysian Public Universities’ Sports Facilities Services)

NOR EEZA ZAINAL ABIDIN, TAJUL ARIFIN MUHAMAD, JAMIL AHMAD

Abstract


Penyediaan fasiliti sukan di universiti adalah penting dalam menggalakkan pelajar aktif dalam aktiviti fizikal. Akses kepada fasiliti sukan yang berkualiti boleh menjadi faktor utama dalam keupayaan untuk memenuhi permintaan semasa pihak pengguna. Kajian tinjauan ini menilai kualiti perkhidmatan fasiliti sukan yang disediakan di Universiti Awam di Malaysia dengan mengadaptasi model kualiti perkhidmatan SERVPERF yang mengukur kualiti berdasarkan lima dimensi. Seramai 447 orang pelajar atlet dipilih daripada 20 buah Universiti Awam di Malaysia dengan menggunakan persampelan rawak mudah. Kajian ini menggunakan soal selidik yang terdiri daripada 32 item dalam menilai kualiti perkhidmatan fasiliti sukan berbentuk skala Likert. Data dianalisis menggunakan statistik deskriptif. Dapatan kajian menunjukkan tahap penilaian pengguna terhadap kualiti perkhidmatan fasiliti sukan adalah tinggi dimana nilai min keseluruhan ialah 3.51. Secara turutan, tertinggi adalah dimensi sifat ketaraan (3.53), diikuti oleh empati (3.53), jaminan (3.51), kebolehpercayaan (3.50) dan responsif (3.47). Walaubagaimanapun, beberapa item mendapat penilaian skor sederhana iaitu ketersediaan fasiliti dan tahap fasiliti itu sendiri. Penyediaan fasiliti mengikut jenis (indoor dan outdoor) perlu diberi perhatian kerana ianya memberi kesan terhadap kualiti perkhidmatan. Hasil kajian boleh dijadikan petunjuk kepada pihak pengurusan universiti untuk mempertimbangkan pembangunan fasiliti sukan di masa hadapan.

Kata kunci: fasiliti sukan, kualiti perkhidmatan, tahap penilaian, pelajar atlet 

 

Provision of sports facilities in universities is important in promoting students to be active in  physical activities. Access to quality sports facilities can be a key factor in the ability to meet current demand. This study assesses the quality of sports facilities provided at the Public University in Malaysia by adapting the SERVPERF, a service quality model that measures quality based on five dimensions. A total of 447 student athletes were selected from 20 Public Universities in Malaysia using simple random sampling. A questionnaire consisting of 32 items in evaluating the quality of sports facilities services using Likert scale is used in this study. Data were analyzed using descriptive statistics. The findings show that the level of consumer assessment on the quality of sports facilities is high with overall mean of 3.51. In seuqnce, the highest mean is tangible (3.53), empathy (3.53), assurance (3.51), reliability (3.50) and responsive (3.47). However, some aspects have been assessed as moderate scores, which are the availability of facilities and the level of the facility itself. The provision of facilities by type (indoor and outdoor) should be noted as it affects the quality of service. These findings can be used as an indicator of the university's management to consider the future development of sports facilities.

Keywords: sports facility, quality service, assessment level, student athletes


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DOI: http://dx.doi.org/10.17576/JPEN-2019-44.01SI-05

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