1.

0 Introduction
Based on general, a needs assessment is a process used by organizations to
determine priorities, make organizational improvements, or allocate resources. It
involves determining the needs, or gaps, between where the organization envisions
itself in the future and the organization's current state. User needs assessment more to
observation and satisfaction from the users that used the facilities provided by the
management or organizations.

Bukit Gambang Resort City is an integrated resort city sprawling across 727
acres of secondary jungle. Strategically located in Gambang, Pahang, it is the gateway
to the East Coast of Peninsular Malaysia and the capital city of Pahang,
Kuantan. Bukit Gambang Resort City is also nestled amongst the many natural and
cultural attractions eagerly sought for by tourists locally or from abroad. A total of 65
students participated in this trip at Bukit Gambang Resort City. Observation is based
on the satisfaction and needs of the users in using the facilities already provided at the
Bukit Gambang Water Park.

Objective of this study are:

 To identify users behavior in the servicescape

 To explain the impact of physical evidence based on visitors perceptions and
experiences.
1.1 Site Overview

- Management authorities/agencies; it’s vision, mission and objectives

It is built to capitalize the natural hilly terrain of 46 acres secondary jungle,

Bukit Gambang Water Park was awarded the “Best large water park” in 2011 by
Malaysian Association of Amusement Theme Park & Family Attractions), MAATFA.
Based on article from the star in 2012, since its official opening on July 22, 2009, the
Bukit Gambang Water Park in Gambang near here has attracted more than half a
million visitors. Park manager stated that the park had registered a total of 610,224
people with many repeated visitors coming from east coast states and the Klang
Valley.
 Map view for Bukit Gambang Water Park

Satellite view for Bukit Gambang Water Park

Layout Plan of Bukit Gambang Waterpark

Figure 1 shows layout plan of Bukit Gambang Waterpark

Facilities

Locker Area

Locker area use in keeping private things such as bags, wallet, in an area or room containing
locker, especially used in sports changing room or theme park area and many more.

Cabana

A hut, cabin or shelter normally used at swimming pool, park that provided to visitors.

Cashless System

Cashless System
Cafe Area

Cafe is a small restaurant selling light meals and drinks, often with enclosed or outdoor
section near the sidewalk. Cafe is provided in Gambang Waterpark to serve the visitors while
they had fun at the waterpark.

Signboard and Direction

Signboard are divided by two namely signage and directions. Signage describe about
information about services and facilities while directions shows services, facilities, functional
spaces and main area such as direction arrows. The signage must be provided to show service
and convenience.
Physical evidence

Physical evidence is the environment in which the service is delivered and where the firm and
the customers interact and any tangible commodities that facilitate performance or
communications of the service. As for the study area which is Bukit Gambang Water Park,
the water park is surrounded by the forest which makes the visitors feel calamity when they
see the greenery. Sometimes, visitors can hear the sound of animals in real-time so that they
aware that they are surrounded in the forest. The services available in the park makes the
performance of the water park better. Physical facility can also be defined as the
servicescape. There are two types of physical evidence which are exterior and interior. The
examples for exterior of physical evidence are signage, parking and landscape. While the
examples of interior are equipment, layout and temperature.

Physical environment dimensions

Physical environment dimensions are divided into three categories which is ambient
conditions, space functions and signs, symbols and artifacts.

1.1 Ambient Conditions

Ambient condition is the feeling of the surroundings which makes the performance of the
place runs smooth. The ambient conditions take account on the temperature, air quality,
noise, music, odour, weather and many more. During the visit, the weather during the day
is bright and sunny but during 3 p.m. there was short rain falls in the park. The air quality
in the park is good because it is surrounded by the forest. The noise in the park is the
noise that comes from the nature, people and the services provided by the park. The park
also plays music which mostly are the dance genre.

1.2 Space Function

The park is divided into five sections which is corporate function area, tree top hill slides,
penguin island, coco beach and water park entrance. The layout for the park is
proportionally divided as the sections are nearby each other. Every section has a kiosk for
visitors to stop by and have their food to gain energy. The organization also provided
gazebos for visitors to rent and have rest after playing in the water. The gazebos were
made from wood to give the nature feeling to the visitors.
1.3 Signs, Symbols And Artifacts

There are a lot of signages in the park to show the location of a place. The main
monument in this park located at the entrance of the park right before the ticketing
counter. The style of decoration for the park varies for every each of the section. For
example, the decoration for the penguin island has the movable water gun, water falls,
short slides and so on that is suitable for children to play with. In the coco beach, the
decoration itself gives the visitors as if they were at the beach. The entrance of the beach
is being put with sand and being surrounded with coconut trees and gazebos along the
beach. The beach has inclined deep whereas the deepest is at two meters. The moment
when visitors step their feet in the park the first thing that they will see is the souvenirs
shop for visitors to buy what they need before entering the park.