The evaluation and improvement of service quality performance in sports and recreation facilities

Service quality is a significant factor for a successful management. From the viewpoint of marketing, sports and leisure facilities 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 concept of standardized service quality performance matrix, the satisfaction index (I-x) and expectation index (I-y) were used to build a service quality performance matrix with 9 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. Thus, the managers can measure the quality performance and draw up a tactic to improve service quality.