Service Quality Performance Matrix Applied in School Sports Facilities
LANGUAGE NOTE | Document text in Chinese; abstract also in English.
From the viewpoint of marketing, schools open sports facilities to the public is the same as the service industry. It is a significant index and challenge in successful management if the service quality satisfies customers. In this articles, base on a standardized service quality performance matrix which proposed by Hung et al., the satisfaction index(Ix) and expectation index (Iy) were used to build a service quality performance matrix with 16 quality zone. The managers can use service quality performance matrix to improve service quality. The satisfaction index and expectation index of the service items must be located in the service quality performance matrix Bij. Thus, the managers can measure the quality performance value r and draw up a tactic to improve service quality.
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Copyright (c) 2004 Asian Journal of Physical Education & Recreation
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