Does service quality affect customer satisfaction in sports facilities: Case study on Cardiff Metropolitan University

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Author
Williams, Harri
Date
2013Publisher
Cardiff Metropolitan University
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Show full item recordAbstract
The aim of this study was to comparing levels of satisfaction between student
facility members and general public facility members of Cardiff Metropolitan Sports
Facility. These levels of customer satisfaction were based on the level of service
provided by facility staff. The levels of customer satisfaction were then compared
to the perceived levels of customer satisfaction that the facility staff thought
existed. The study was specific to Cardiff Metropolitan as it is in a unique situation
as it is open to general public as well as student members and is also used for
lecturing purposes.
The study found that there were substantial service quality gaps within the facilities
and that this was mainly down to the part-time student staff. Due to the fact that
most of the staff within the facilities is student it emphasised that there is a shortfall
is service quality within the majority of Cardiff Metropolitan University sports
facilities. Although the manager understands that service quality can be perceived
differently between each customer he has not realised the service quality gaps
found are based mostly within the student member base. To conclude a number of
monitoring and evaluation processes have been recommended to the facility
management in order to help improve and strength the level of service given to
both student and general public members.
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