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Assessing sport and recreation programmes’ service quality at hotels and resorts: Towards enhancing customer participation

Many issues and challenges are faced by the managers and professionals in managing sport and recreation programmes today.Although many previous researches on service quality provided by the organizations had been explored, very few studies pertaining to service quality in sport and recreation progra...

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Main Authors: Lim, Khong Chiu, Radzuwan, Radzliyana, Cheah, Swee Ting
Format: Article
Language:English
Published: David Publishing 2014
Subjects:
GV Recreation Leisure
Online Access:http://repo.uum.edu.my/12634/1/lim.pdf
http://repo.uum.edu.my/12634/
http://www.davidpublishing.org/journals_info.asp?jId=1899
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spelling my.uum.repo.126342014-11-12T05:58:45Z http://repo.uum.edu.my/12634/ Assessing sport and recreation programmes’ service quality at hotels and resorts: Towards enhancing customer participation Lim, Khong Chiu Radzuwan, Radzliyana Cheah, Swee Ting GV Recreation Leisure Many issues and challenges are faced by the managers and professionals in managing sport and recreation programmes today.Although many previous researches on service quality provided by the organizations had been explored, very few studies pertaining to service quality in sport and recreation programmes in local hotels and resorts have been emphasized.This study aims to assess customers’ perceptions of service quality in sport and recreation programmes and to determine the differences between customers’ perceptions of service quality in terms of their gender and nationality.A total of 450 respondents from the hotels and resorts located in coastal areas of the northern Peninsular Malaysia participated in the survey.They were asked to respond to a series of the adapted service quality (SERVQUAL) items to measure five dimensions of service quality including tangibles, assurance, responsiveness, reliability, and empathy. Results from this study revealed that the customers’ perceptions of the overall services in sport and recreation programmes provided by the hotels and resorts were satisfactory.It was also indicated that there was no significant difference between male and female customers’ perceptions of service quality in sport and recreation programmes. Conversely, the results revealed that there was a significant difference between local and foreign customers’ perceptions of sport and recreation services provided. These findings had implications on sport and recreation programmes in relation to designing effective management and marketing strategies at hotels and resorts. David Publishing 2014-01 Article PeerReviewed application/pdf en http://repo.uum.edu.my/12634/1/lim.pdf Lim, Khong Chiu and Radzuwan, Radzliyana and Cheah, Swee Ting (2014) Assessing sport and recreation programmes’ service quality at hotels and resorts: Towards enhancing customer participation. Journal of Tourism and Hospitality Management, 2 (1). pp. 6-17. ISSN 2328-2169 http://www.davidpublishing.org/journals_info.asp?jId=1899
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic GV Recreation Leisure
spellingShingle GV Recreation Leisure
Lim, Khong Chiu
Radzuwan, Radzliyana
Cheah, Swee Ting
Assessing sport and recreation programmes’ service quality at hotels and resorts: Towards enhancing customer participation
description Many issues and challenges are faced by the managers and professionals in managing sport and recreation programmes today.Although many previous researches on service quality provided by the organizations had been explored, very few studies pertaining to service quality in sport and recreation programmes in local hotels and resorts have been emphasized.This study aims to assess customers’ perceptions of service quality in sport and recreation programmes and to determine the differences between customers’ perceptions of service quality in terms of their gender and nationality.A total of 450 respondents from the hotels and resorts located in coastal areas of the northern Peninsular Malaysia participated in the survey.They were asked to respond to a series of the adapted service quality (SERVQUAL) items to measure five dimensions of service quality including tangibles, assurance, responsiveness, reliability, and empathy. Results from this study revealed that the customers’ perceptions of the overall services in sport and recreation programmes provided by the hotels and resorts were satisfactory.It was also indicated that there was no significant difference between male and female customers’ perceptions of service quality in sport and recreation programmes. Conversely, the results revealed that there was a significant difference between local and foreign customers’ perceptions of sport and recreation services provided. These findings had implications on sport and recreation programmes in relation to designing effective management and marketing strategies at hotels and resorts.
format Article
author Lim, Khong Chiu
Radzuwan, Radzliyana
Cheah, Swee Ting
author_facet Lim, Khong Chiu
Radzuwan, Radzliyana
Cheah, Swee Ting
author_sort Lim, Khong Chiu
title Assessing sport and recreation programmes’ service quality at hotels and resorts: Towards enhancing customer participation
title_short Assessing sport and recreation programmes’ service quality at hotels and resorts: Towards enhancing customer participation
title_full Assessing sport and recreation programmes’ service quality at hotels and resorts: Towards enhancing customer participation
title_fullStr Assessing sport and recreation programmes’ service quality at hotels and resorts: Towards enhancing customer participation
title_full_unstemmed Assessing sport and recreation programmes’ service quality at hotels and resorts: Towards enhancing customer participation
title_sort assessing sport and recreation programmes’ service quality at hotels and resorts: towards enhancing customer participation
publisher David Publishing
publishDate 2014
url http://repo.uum.edu.my/12634/1/lim.pdf
http://repo.uum.edu.my/12634/
http://www.davidpublishing.org/journals_info.asp?jId=1899
_version_ 1644280962251489280
score 13.211869

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