Satisfaction with Recreational Sports Facilities and Services in Malaysia: Demographic influences

Abstract

Customer satisfaction is an important aspect of the success of all businesses, including sport. Research on customer satisfaction as it relates to recreational sport facilities and services might provide useful insights to increase participation rates. The aims of the present research were twofold: to examine the nature of Malaysians’ (selected from two urban areas of Petaling Jaya and Shah Alam in the Selangor State) satisfaction with recreational sports facilities and services; and to assess the impact of demographic variables on satisfaction. The data collection involved the administration of a satisfaction questionnaire to 602 participants. The data was later collated and analysed using SPSS. The results showed that satisfaction was influenced by three groupings of factors: facilities, staff attitude, and staff competence; relaxation, health, and fitness; and skills, variety, and accomplishment. Demographic variables also influenced satisfaction: males were more satisfied with the recreational sport facilities and services than females; 18 to 25‐year‐olds recorded the highest level of satisfaction; and single and the divorced/separated respondents registered higher levels of satisfaction with the relaxation, health, and fitness dimension than married respondents.