Service Quality Scale for Athletic Coaching (SERVQUAL-Coaching)
Measures student-athletes' perceptions of the service quality provided by their head coach and coaching staff.
Scale Development & Technical Details
Scale Overview
The Service Quality Scale for Athletic Coaching (SERVQUAL-Coaching) was developed by A. Parasuraman, L. L. Berry, & V. A. Zeithaml (1991). It is designed to measure Perceived Service Quality in Coaching. 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 custom response format.
Response anchors: 1 = Strongly Disagree, 2 = Disagree, 3 = Somewhat Disagree, 4 = Neither Agree nor Disagree, 5 = Somewhat Agree, 6 = Agree, 7 = Strongly Agree.
Scoring
Items are scored by subscale, with each subscale sum representing a distinct dimension.
Total scores range from 14 to 98. Interpretation guidelines:
- Low Perceived Service Quality: 14 – 42
- Moderate Perceived Service Quality: 43 – 70
- High Perceived Service Quality: 71 – 98
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.