Identifying dimensions of service quality in public recreation.
作者： Daniel R. Fesenmaier , John L. Crompton , Kelly J. MacKay
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摘要: The study adapted a conceptual framework for identifying dimensions of service quality. original was developed by researchers in the marketing field who worked context commercial sector. A discussion theoretical distinctions between quality and satisfaction is offered scale measuring selected public recreation services. cluster sample consisted 248 respondents drawn from four different types activities. twenty-five-item to measure five that were hypothesized exist. Factor analysis suggested perceived They assurance, reliability, responsiveness, tangibles. results indicated substantial differences items be useful services those previously others use
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