Understanding Athlete Satisfaction through Service Quality at Majlis Sukan Negeri Kedah Gymnasiums

This study investigates the impact of service quality on athlete satisfaction among state-level athletes registered under Majlis Sukan Negeri Kedah (MSNK) who actively use gymnasium facilities. The primary objective is to assess the level of athlete satisfaction, examine perceptions of service quality, and explore the predictive relationships and differences across sport types. A quantitative research design was employed using a structured questionnaire distributed to 52 state-level athletes across four sports: rugby, cycling, athletics, and Pencak Silat. Data were analysed using SPSS, employing descriptive statistics, correlation, multiple regression, and ANOVA. The findings revealed a high level of overall athlete satisfaction. Significant positive correlations were found between athlete satisfaction and assurance, empathy, responsiveness, and tangibles, while reliability was not statistically significant. Multiple regression analysis highlighted assurance and empathy as the strongest predictors of satisfaction. Furthermore, comparative analysis indicated varying service quality priorities based on sport types. The non-significant impact of reliability suggests that athletes take basic facility consistency for granted as a 'hygiene factor'. These findings emphasise the importance for sports organizations like MSNK to continuously enhance staff engagement and targeted physical infrastructure. Theoretical and practical implications, particularly concerning the contextual nuances of Malaysian state-level sports, are discussed.

Service Quality, Athlete Satisfaction, SERVQUAL, MSNK, Sports Management

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