A report based on analysing data from a survey of service quality at a University Sports Centre

0 Comment

ed with the service they receive from one point, they may switch to other places where they will get the expected satisfaction (Bloemer and Kasper, 2013). This means a lot to service providers in ensuring that they provide services that meet the service expectations of their users and therefore lead to service satisfaction. According to Williams amp. Buswell (2013), service satisfaction is mostly attained when there is high level of service quality in the service provided. To this end, service providers have used various means to measure and evaluate the extent of quality in the service they provide. One of these is the use of the data collection instrument known as SERVQUAL (Ndubisi, 2012). In this paper, the outcome of one such instrument is subjected to critical analysis. SERVQUAL is an instrument that seeks to give a quantitative description to the level of service quality that prevails within a given service setting (Bluestein, Moriarty and Sanderson, 2013). For this paper, the emphasis is on the outcome of service quality among students using a sports facility at a University.Generally, the questionnaire used can be commended for its quantitative approach. As it has been stressed already, this was necessary in quantifying quality and satisfaction, which otherwise would have remained highly relative and subjective to individual differences (Newman, 2011). Meanwhile, the use of quantitative measures has been praised as highly innovative ways by which empirical outcomes are achieved with various research findings (Wirtz and Bateson, 2012). The reason this is said is that most of the outcome with quantitative measures such as percentages, means and standard deviations are things that have a common universal interpretation. In effect, the interpretation to the outcomes of a study always remains the same no matter where it is taken to for analysis. With this said recommendation that will be made for improvement on the questionnaire has to do with the number of areas