1.

Introduction
1.1 Background
The gymnasium of UCSI University is located on the fifth floor of the administration block of UCSI University. Students and staff may use the University Gymnasium to shape up and keep fit. The gym has stationary bicycles, treadmills, free weights and machines. An experienced gymnasium instructor supervises the training sessions during prescribed hours. (UCSI web) The gymnasium is separated into two parts, one is for aerobatic exercise, the other is for anaerobic exercise. For aerobatic, there are treadmills, stationary bicycles and ect.for anaerobic exercise, there are various kind of weights for building muscle of different part of body, such as dumbbell and barbell. With the ID cards, students and stuffs can enter the gym freely during the opening hours. And sign for entrance and exit.

1.2 Problem statement

UCSI is one of the well-known university colleges in Kuala Lumpur. It was given and awarded the university status by the minister of education in September 2003 (UCSI website, 2007). The gym is a place which houses exercise equipment for the purpose of physical exercise. Hence, the significance of the UCSI gym is offering a good place for students and stuffs to get healthier and keep fitness. With looking forward to find out whether they are satisfied with the current gym, the objects of the research are as follows: Research question: What is the satisfaction of UCSI gym users?

Research Objectives: General Objective The aim of this research is to identify the students satisfaction toward the gymnasium

of UCSI.

Specific Objective The research team has decided the specific research objectives as follows: 1. 2. 3. 4. 5. To determine the current satisfaction of the UCSI gym users. To identify the factors that influences the satisfaction of gym users. To explain the relationship between satisfaction and the factors involved To measure the level of students' satisfaction toward gymnasium of UCSI To determine the factors that influence students satisfaction toward gymnasium of UCSI 6. To determine the relationship between satisfaction of students and these factors which are the gymnasium facilities, gymnasium staff, as well as gymnasium environment 7. To determine the most influential factor that leads to students satisfaction toward UCSI gymnasium.

1.3 research justification

The research on students satisfaction of gymnasium of UCSI is able to help us to find out the level of satisfaction of students. This study is meant to enable the management of the gymnasium to understand the wants and needs of the students. The research results can provide the management of the gymnasium valuable information and guidelines, which can be used as the suggestions for the future improvement on the gymnasiums management and service .Besides, if there is a high level of satisfaction among students in gymnasium, it will lead to rise students loyalty and retention in UCSI as well as getting a better and healthier physique for further study and future life.

2. Literature review
2.1 students satisfaction

In analyzing student satisfaction, we need to define student satisfaction first. This is not a small task because we are lack of a standard definition of student satisfaction. Researchers in the field of CST have developed competing definitions for customer satisfaction, and the academic researcher will need to select and modify a definition before proceeding any further in the analysis of student satisfaction. Some typical definitions appear as follows: Satisfaction is the state felt by a person who has experienced a performance (or outcome) that has fulfilled his or her expectations. Satisfaction is thus a function of relative levels of expectation and perceived performanceExpectations are formed on the basis of past experiences with the same or similar situations, statements made by friends and other associates, and statements made by the supplying organization. (Kotler & Clarke, 1987). Satisfaction is the consumers fulfillment response. It is a judgment that a product or service feature, or the product or service itself, provided (or is providing) a pleasurable level of consumption-related fulfillment, including levels of under- or over-fulfillment. (Oliver, 1997). Satisfaction or dissatisfaction is more than a reaction to the actual performance quality of a product or service. It is influenced by prior expectations regarding the level of quality. According to the expectancy disconfirmation model, consumers often form beliefs about product performance based upon prior experience with the product and/or upon communications about the product that imply a certain level of quality. When something performs the way we thought it would, we may not think much about it. If, on the other hand, something fails to live up to expectations, a negative affect may result. And, if performance happens to exceed our expectations, we are satisfied and pleased. (Solomon, 1996) The historical and current definitions of customer satisfaction center on the

concepts of expectations, experience, perceived service, and a resulting evaluation. CST only requires the use or experience of a product or service; it does not require the purchase of a product or service. For this reason, many theorists prefer the terminology of consumer satisfaction rather than customer satisfaction to avoid the debate about the need for direct payment by a user to a provider before one can apply CST to the situation. We take the position that CST will apply on the basis of use consumption and not upon purchase. This is relevant for two reasons. Firstly, Students often use student services without making direct payments for these services (and third parties, like parents/guardians, may often fund these costs when they do occur). Secondly, satisfaction in the student services environment will focus much less upon the concept of value than it would in a retail environment. To a large degree, this limitation in the relevance of the value concept will avoid the debate over the definition and measurement of value (Oliver, 1999). To conclude our discussion of the definition of student satisfaction, we should also note two more points. First, satisfaction may be defined as an overall attitude or as a set of attitude components. Secondly, the composition of the aforementioned components to satisfaction. New research into evaluative factors for service quality tends to make the above list of five factors prone to change of course.

2.2 factors to the satisfaction 2.2.1 factors to customer satisfaction Kano's model of customer satisfaction distinguishes six categories of quality attributes, from which the first three actually influence customer satisfaction:

1.

Basic Factors. (Dissatisfies. Must have.) - The minimum requirements which will cause dissatisfaction if they are not fulfilled but do not cause customer satisfaction if they are fulfilled (or are exceeded). The customer regards these as prerequisites and takes these for granted. Basic factors establish a market entry 'threshold'.

2.

Excitement Factors. (Satisfiers. Attractive.) - The factors that increase customer satisfaction if delivered but do not cause dissatisfaction if they are not delivered. These factors surprise the customer and generate 'delight'. Using these factors, a company can really distinguish itself from its competitors in a positive way.

3.

Performance Factors. The factors that cause satisfaction if the performance is high, and they cause dissatisfaction if the performance is low. Here, the attribute performance-overall satisfaction is linear and symmetric. Typically these factors are directly connected to customers' explicit needs and desires and a company should try to be competitive here.

The additional three attributes which Kano mentions are: 1. 2. Indifferent attributes. The customer does not care about this feature. Questionable attributes. It is unclear whether this attribute is expected by the customer. 3. Reverse attributes. The reverse of this product feature was expected by the customer.

2.2.2 factors to students satisfaction The three factors of attending the gym is: time, friends accompany and facilities. (Lihua C. 1991)

The factors of students satisfaction are as follows: 1. The facilities of the gym 2. The management of the gym 3. The planning of the gym

3. Conceptual Framework Conceptual framework depicts the relationship of variables in the research. It is used to clarify the concepts being investigated (Zikmund, 2000). In the research, the research team identified the gymnasium facilities and services, gymnastics environment, as well as management as the independent variables. And the students satisfaction is considered as the dependent variable.

Diagram: Concept of students perception of gymnasium facilities and services, gymnastics environment, as well as management toward students satisfaction. Independent Variable Dependent Variable

Gymnasium Services & facilities

Gymnasium environment

Students Satisfactions

Gymnasium management

4. Research Methodology 4.1 Research tool

Our research team used descriptive research to find out what is the level of

satisfaction of Gymnasiums student towards Gymnasium facilities, services, staff services and environment factors (Zikmund, 2000). Descriptive research under quantitative method which is intended to produce accurate descriptions of variable relevant to decision being faced, which is the satisfaction of UCSI Gymnasiums users towards the Gymnasium (Zikmund, 2000). In order to gain the quantitative description, we decide to choose the questionnaire as our research tool. A questionnaire is a survey technique utilizing a list of questions answered separately by each survey participant to go about achieving researcher objectives (Malhotra, 1996). It is useful when we want to contact relatively large numbers of people to obtain data by posing the same question to all. It enables us to gather needed data in a short period of time (Malhotra, 1996). In addition, in the questionnaire design, we will use closed-end questions and attitude questions. The closed-end questions are mainly used to obtain the respondents demographic information like gender, age, and nationality. The respondents will have to answer the questions asked in the questionnaire by selecting the appropriate answer provided (Zikmund, 2000). On the other hand, respondents are usually asked by the attitude questions to identify their point of view to a given situation. We used the Likert Scale method to measure the satisfaction of the relevant satisfaction levels. The Likert Scale can be set to four-point scale from (1) strongly disagree, (2) disagree, (3) agree, (4) strongly agree (Zikmund, 2000). 4.2 Sample size

Sampling involves any procedure that uses a small number of items or that uses parts of the population to make a conclusion regarding the whole population (Zikmund, 2000). The sampling method enables the researchers to evaluate unknown characteristic of the population (Zikmund, 2000). With the help of the warden of UCSI Gymnasium, the research team learned that there are currently 200 students went to the Gymnasium everyday in this semester, which is from May to August 2010. Due to the time and budget constraints, researchers decided to choose 40% of residents, which are 80 respondents out of 200

residents in UCSI. These 80 respondents will represent the whole population of

Gymnasium in this semester in our research.

4.3 Sampling method

In this research, the research team decided to use a non-probability sampling, which is the judgment sampling. In judgment sampling, the researchers use their judgments in selecting the units from the population for study based on the populations parameters (Zikmund, 2000). We must ensure that the selected students are the users who are currently use UCSI Gymnasium in this semester. This method will help us to obtain more accurate and truthful data from the interviewees. 4.4 Data collection

The students who are currently using the UCSI Gymnasium in this semester are the respondents of the research. The researchers choose them because these students profile matches with the respondents profile in the research. Furthermore, the cafeteria at the ground floor is chosen as the best location to conduct the survey and distribute the questionnaire because the respondents will enjoy their breakfast and lunch in the cafeteria. Thus, it will be most appropriate to distribute the questions to them as they are able to answer the questions

In the data collection process, all the research team members will present at the cafeteria, seek and identify those respondents who are the users of Gymnasium by enquiring them. Before distributing the questionnaires, the researchers will briefly illustrate the purpose of the research to the convenience-selected respondents. Then, the selected respondents will spend about ten minutes completing the questionnaires and submit them back to the researchers.

4.5 Data analysis

Data analysis is categorizing, or separating out the components or relevant parts of

the whole data set and summarizing large quantities of raw data, which will make them easy to understand and interpret (Zikmund, 2000). Data Analysis is important, because it transforms the raw data into the meaningful information by using the appropriate technique. Zikmund (2000) stated that data transformation is the process of changing datas original form to a format that is suitable to perform a data analysis that will achieve the research objectives. In our research, we process the date analysis with the descriptive statistics (pie, chart, mean, standard deviation, frequencies distribution) and the inferential statistics (Pearson correlation, multiple regressions). In this research, Researchers use pie to describe the percentage distributing on respondents gender, nationality. On the other hand, we analyze the respondents program by chart. Researchers use mean or average value to measure the central tendency, whereby it is used to estimate the mean of data that have been collected using an interval or ratio scale (Malhotra, 1996, p. 506). Mean represent the average value. In this research, we use mean value to identify whether the students satisfy with the four factors and their overall satisfaction level. Standard deviation describe and compare the extents to which value are different from the average (Wathen, 2003). Standardized editing must be done in this data analysis to ensure the data are accurate, consistent with other information, and arranged to simplify coding and tabulation (Donald & Pamela, 1998).Therefore, researcher must detect errors in this process so that the result will be accurate. Correlation coefficient is used to quantify the strength and the direction of the relationship between quantifiable variables (Wathen, 2003). In our research, we want to find out the relationship strength between the independent variables which are
Gymnasium services, Gymnasium environment, Gymnasium staffs, and Gymnasium

facilities with the dependent variable which is students satisfaction toward UCSI
Gymnasium. And then identify the independent variables with the highest and weakest

correlation value respectively. Multiple regressions will be used to find out the most influential factor that affect

students satisfaction toward UCSI Gymnasium. Also, researchers use frequency distribution to examine the pattern of response to each of the independent and dependent variables under investigation. Reliability analysis will be used to test the consistency reliability, which indicates how well the items measuring a concept hang together as a set (Zikmund, 2000).

Satisfaction of Gymnastics Questionnaire

PLEASE TICK FOR EACH QUESTION.

PART A Gender: MaleFemale Age:below 18 18-25 above 25

Nationality: _____________

PART B 1. How often have you been for gym? . 1 time per week . 2-3 times per week . 4-5 times per week . Others

2. How long have you been spend on gym? . One hour

. Two hours . Three hours. , More than three hours.

3. The equipment you prefer . Dumbbell . Treadmill . A variety of aerobics . Others

4. What is your purpose for doing gym? . Keep the health condition . For muscle builder . Relieve pressure . Slimming . Others

5. In general, would you say your satisfaction of the equipment? . Very satisfy . Satisfy . Just so-so . Unsatisfied 6. Your attitude towards to the campus gym. . Strongly agree

. Agree . It is not suitable for university to set up gym . No comments

7. In your opinion, what is the major difference between the gym inside and outside of the university? .The items of gym is suitable for students. . The time of gym is suitable for students. .The environment is suitable for students . Others

8. Which factor do you most focused on gym . Equipment . Environment . The level of coach . Others

9. What is the common problem in the fitness room? . Insufficient equipment . Poor environment . Bad service . Others

10. After fitness feel ease of your mind

. Strongly disagree . Disagree . Neutral . Agree . Strongly agree 11. What effect do you have after you participate in gym? . Feel have a strong body, enhanced immunity . Have a better figure . No feelings . Others

12. In general, would you say your satisfaction of the gym. . Very satisfy . Satisfy . Just so-so . Unsatisfied

Do you have any suggestions on improve the fitness room, if have, please write it.

Our questionnaire has been divided into three parts. Part A is about the personal question. Question 1: Gender: Male Female Gender Male Female Frequency 45 35 Percentage 55% 45%

Question 2 Age: below 18

18-25

above 25

Age Below 18 18~25 Above 25

frequency 2 75 3

Percentage 2% 94% 4%

Question 3

nationality Malaysian Chinese Iranian German Korean Leanian

FREQUENCY 44 26 7 1 1 1

PERSANT 55% 33% 9% 1% 1% 1%

Part B is the detail information of the respondents.