Quality of Sports Facilities Services and Student Satisfaction During Covid-19 Pandemic

Abstract

The purpose of this study is to evaluate the service quality of sports facilities at Universiti Kebangsaan Malaysia (UKM) during the Covid-19 pandemic. The respondents were 83 students from the Faculty of Education, UKM, who were enrolled in the Bachelor of Sports and Recreation Education programme. The respondents ranged in age from one to four years. This is a quantitative study that employs survey and purposive sampling methods. The instrument for assessing service quality was adapted from previous research and used in this study. Four items related to operational services, three items related to food and beverage services, three items related to programme and event services, three items related to safety services, and three additional items related to consumption services comprised the questionnaire items for this study. The study hypotheses were tested using descriptive and inferential statistical analysis. The dependent T-test results were used to address research questions about the quality of sports services and student satisfaction during the Covid-19 pandemic. The findings indicate that there are significant differences between genders in terms of sports facility services and student satisfaction across four dimensions, namely operational services, food and beverage services, security services, and consumption services. While another aspect of programme and event services revealed no statistically significant gender differences in student satisfaction or service quality. According to the findings of this study, despite the Covid-19 pandemic period, the quality of sports facilities services in UKM remains high.