Measuring the Quality of Recreation Services

Authors

  • Kelly J. MacKay
  • John L. Crompton

Keywords:

Service quality, satisfaction, recreation, measurement.

Abstract

Service quality is defined as the relationship between what customers desire from a service and what they perceive that they receive. Research undertaken in the commercial sector using a range of different services developed an approach for measuring service quality and concluded that service quality comprised five dimensions. This paper describes how these dimensions were operationalized and adapted to the field of recreation. It illustrates how service quality can be measured by recreation managers.

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Published

1990-07-04

Issue

Vol. 8 No. 3 (1990)

Section

Regular Papers

License

Sagamore Publishing LLC (hereinafter the “Copyright Owner”)

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