2020_Service Quality and Customer Satisfaction: A Case Study of Gong Badak Race Track, Terengganu from Racers Perspective
| Format: | General Document |
|---|
| _version_ | 1860798182970097664 |
|---|---|
| building | INTELEK Repository |
| collection | Online Access |
| collectionurl | https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 |
| copyright | Copyright©PWB2025 |
| country | Malaysia |
| date | 2020-11-08 |
| format | General Document |
| id | 16324 |
| institution | UniSZA |
| originalfilename | SERVICE QUALITY AND CUSTOMER SATISFACTION_ A CASE STUDY OF GONG BADAK RACE TRACK, TERENGGANU FROM RACERS PERSPECTIVE (MASTER_2020).pdf |
| person | Ahmad Bukhari Bin Abdul Rahman |
| recordtype | oai_dc |
| resourceurl | https://intelek.unisza.edu.my/intelek/pages/view.php?ref=16324 |
| sourcemedia | Server storage Scanned document |
| spelling | 16324 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=16324 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 General Document Malaysia Library Staff (Top Management) Library Staff (Management) Library Staff (Support) Terengganu Faculty of Business and Management English application/pdf 1.5 Customer satisfaction 121 Server storage Scanned document Universiti Sultan Zainal Abidin UniSZA Private Access Universiti Sultan Zainal Abidin SAMBox 2.3.4; modified using iTextSharp™ 5.5.10 ©2000-2016 iText Group NV (AGPL-version) Copyright©PWB2025 Customer Satisfaction Service Quality 2020-11-08 SERVICE QUALITY AND CUSTOMER SATISFACTION_ A CASE STUDY OF GONG BADAK RACE TRACK, TERENGGANU FROM RACERS PERSPECTIVE (MASTER_2020).pdf Ahmad Bukhari Bin Abdul Rahman Study Of Gong Badak Race Track Racers Perspective Service quality Sports facilities—Management Race tracks—Malaysia—Terengganu Consumer behavior—Sports industry 2020_Service Quality and Customer Satisfaction: A Case Study of Gong Badak Race Track, Terengganu from Racers Perspective The Terengganu State Government has built a race track in Gong Badak aimed to reduce Mat Rempit who cause disharmony on public road and to develop skilled and professional racers. The race track was then awarded to an operator who was also the organiser of the drag race in Terengganu. The race track has already being operated since 2017 but is yet to receive feedbacks from the users especially the racers who are using the race track. Recognizing this fact, this study is important for the operator of the race track and the Terengganu State Government who owned the race track to identify service quality dimensions that may contribute to increase customers’ satisfaction (racers). SERVQUAL five dimensions of service quality was identified to contribute to the satisfaction of the racers. The research method used is quantitative by means of a survey instrument of 79 racers in Terengganu who participated in a Drag Race that was being held o then 2nd and 3rd of January 2020. Each data was analyzed using IBM SPSS version 25.0 software through several analysis methods. The findings suggested that the dimensions of empathy have a significant relationship with racers satisfaction. This clearly indicates that the operator should play a proactive role in enhancing service delivery through improving existing methods and identifying relevant issues to facilitate the effective delivery service to the people. Dissertations, Academic Thesis |
| spellingShingle | 2020_Service Quality and Customer Satisfaction: A Case Study of Gong Badak Race Track, Terengganu from Racers Perspective |
| state | Terengganu |
| subject | Customer satisfaction Service quality Sports facilities—Management Race tracks—Malaysia—Terengganu Consumer behavior—Sports industry Dissertations, Academic |
| summary | The Terengganu State Government has built a race track in Gong Badak aimed to reduce Mat Rempit who cause disharmony on public road and to develop skilled and professional racers. The race track was then awarded to an operator who was also the organiser of the drag race in Terengganu. The race track has already being operated since 2017 but is yet to receive feedbacks from the users especially the racers who are using the race track. Recognizing this fact, this study is important for the operator of the race track and the Terengganu State Government who owned the race track to identify service quality dimensions that may contribute to increase customers’ satisfaction (racers). SERVQUAL five dimensions of service quality was identified to contribute to the satisfaction of the racers. The research method used is quantitative by means of a survey instrument of 79 racers in Terengganu who participated in a Drag Race that was being held o then 2nd and 3rd of January 2020. Each data was analyzed using IBM SPSS version 25.0 software through several analysis methods. The findings suggested that the dimensions of empathy have a significant relationship with racers satisfaction. This clearly indicates that the operator should play a proactive role in enhancing service delivery through improving existing methods and identifying relevant issues to facilitate the effective delivery service to the people. |
| title | 2020_Service Quality and Customer Satisfaction: A Case Study of Gong Badak Race Track, Terengganu from Racers Perspective |
| title_full | 2020_Service Quality and Customer Satisfaction: A Case Study of Gong Badak Race Track, Terengganu from Racers Perspective |
| title_fullStr | 2020_Service Quality and Customer Satisfaction: A Case Study of Gong Badak Race Track, Terengganu from Racers Perspective |
| title_full_unstemmed | 2020_Service Quality and Customer Satisfaction: A Case Study of Gong Badak Race Track, Terengganu from Racers Perspective |
| title_short | 2020_Service Quality and Customer Satisfaction: A Case Study of Gong Badak Race Track, Terengganu from Racers Perspective |
| title_sort | 2020_service quality and customer satisfaction: a case study of gong badak race track, terengganu from racers perspective |