• English
    • Welsh
  • English 
    • English
    • Welsh
  • Login
Search DSpace:
  • Home
  • Research at Cardiff Met
  • Library Services
  • Contact Us
View item 
  • DSpace home
  • Cardiff School of Sport and Health Sciences
  • Taught Degrees (Sport and Health Sciences)
  • Undergraduate Degrees (Sport)
  • View item
  • DSpace home
  • Cardiff School of Sport and Health Sciences
  • Taught Degrees (Sport and Health Sciences)
  • Undergraduate Degrees (Sport)
  • View item
JavaScript is disabled for your browser. Some features of this site may not work without it.

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

Thumbnail
View/open
WILLIAMS_Harri_ST10001775.pdf (1.413Mb)
Author
Williams, Harri
Date
2013
Publisher
Cardiff Metropolitan University
Metadata
Show full item record
Abstract
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.
URI
http://hdl.handle.net/10369/5054
Collections
  • Undergraduate Degrees (Sport) [1420]

Related items

Showing items related by title, author, subject and abstract.

  • Thumbnail

    Vietnam airlines service quality 

    Tran, Ngoc Anh (Cardiff Metropolitan University, 2012)
    This dissertation focuses to study the interaction between service quality and its dimensions with customer satisfaction with full service carrier on international flight in Vietnam. The basis for research will be constructed ...
  • Thumbnail

    Electronic Banking Service Quality and Its Impact on Customer Loyalty in Vietnam 

    Do, Ngoc Anh (Cardiff Metropolitan University, 2012)
    In last few years, banks all over the world have started to transfer their services more and more to online. Online banking improves the banks service quality to a whole new level and banks can offer their services depending ...
  • Thumbnail

    WHAT EFFECT DOES THE AGE OF WAITING STAFF HAVE ON CUSTOMER SATISFACTION WITHIN A HOTEL RESTAURANT? 

    Gamlin, Lauren (Cardiff Metropolitan University, 2015)
    This dissertation was set out with the aim to investigate whether age of waiting staff affects the level of customer satisfaction during a restaurant meal experience. In order to fulfil the aim a case study approach was ...

Browse

DSpace at Cardiff MetCommunities & CollectionsBy issue dateAuthorsTitlesSubjectsThis collectionBy issue dateAuthorsTitlesSubjects

My Account

Login

Statistics

Most Popular ItemsStatistics by CountryMost Popular Authors

DSpace software copyright © 2002-2015  DuraSpace
Contact us | Send feedback | Administrator