Visitors perception on the facilities management: A preliminary survey at Handicraft Museum Kota Bharu, Kelantan

This paper focuses on the tourist perception of facilities management at the Handicraft Museum Kota Bharu Kelantan. The museum plays a vital role in educating, managing, and identifying the communities cultural heritage because it connects to their collective memories and identities in provoking their sense of attachment and belongingness. Due to limited of scientific information in the related field, this study argues the significance of facilities management in enhancing tourists and communities experience as well as connection with their identities of the past in the handicraft museum in Kota Bharu, Kelantan. This research uses quantitative research methods, which is a survey method on tourist perception. The survey was randomly disseminated through google form to respective visitors who had visited the museum. Results show that most visitors visited the museum once in their lifetime due to the poor facility management due to three categories of facilities management. The paper also suggests few aspects of improvisation in museum management such as to hire more staffs, visible information’s guidelines, sufficient public amenities, visible marketing strategies and promotions. This research also highlights its concern on the existence of an open restaurant in the museum establishments, which affects the structure and facade of the museum in the future. This study contributes to the importance of facilities management in enhancing tourist and communities experience in learning and connecting to their past and identities, which eventually invokes their sense of belongingness and attachment to their cultural heritage.