| 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 0 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 playa proactive role
in enhancing service delivery through improving existing methods and identifying
relevant issues to facilitate the effective delivery service to the people.
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