A survey on users’ satisfaction on the service quality of multi-purpose hall / Munawarah Yusoff

The aim of this research is to study on users’ satisfaction on the service quality at multipurpose hall focusing on the common issues that faced by the building users’. The research is to identify the significant service quality determinants. The service quality can be determine with five basic of service quality determination which are tangible, responsiveness, reliability, empathy and assurance determinants. Regarding with that, the areas for improvements had to recommend. This data collected based on literature review, by using sample of questionnaires and interview with the people and staff involved. The research was carried out by distributed questionnaires in different multi-purpose hall and time. There are a total about 40 questionnaires were distributed to case study which is Dewan MBSA Seksyen 17, Dewan Pinang Seksyen 18, Dewan Jejarum Seksyen 11 and Dewan MBSA Seksyen 19. Majority the respondents give feedback and returned. Based on the results, the data can be used to recommend the area to improve the service quality at multi-purpose hall. It is also can enhance the users’ satisfaction and perceptions. The overall of the study, it can concluded that the service quality is important to evaluate the users satisfaction. This is how the management should considered about the service has provided to public. To make sure the satisfaction is gained, several recommendations are to be adapted in term of design, planning, construction, maintenance and service quality at multi-purpose hall.