Scale Overview
The Service Quality Scale for Athletics (SERVQUAL-Athletics) was developed by A. Parasuraman, Leonard L. Berry, & Valarie A. Zeithaml (1991). It is designed to measure Service Quality. The scale is intended for use with Student-athletes.
Scale Structure
This instrument consists of 14 items organized into 4 factors/subscales: Reliability, Responsiveness, Assurance, Empathy.
| Factor / Subscale |
Items |
N |
| Reliability |
1,2,3,4 |
4 |
| Responsiveness |
5,6,7,8 |
4 |
| Assurance |
9,10,11 |
3 |
| Empathy |
12,13,14 |
3 |
Response Format
Respondents rate each item using a 7-point Likert scale (1 = Strongly Disagree to 7 = Strongly Agree).
Scoring
Items are scored by subscale, with each subscale sum representing a distinct dimension.
Administration
The scale is self-administered and typically takes approximately 5 minutes to complete. It can be administered individually or in group settings. No special training is required for administration.