Service quality

1. When my head coach promises to do something by a certain time‚ he/she will do so.
 2. When a student athlete has a problem‚ my coaching staff shows a sincere interest in solving it.
 3. My head coach performs a right the first time. 
 4. My head coach provides services to student athletes at the time promised.
 5. My head coach tells student athletes exactly when services are performed.
 6. My head coach gives prompt attention to student athletes on team.
 7. My head coach is always willing to help student athletes on team.
 8. My head coach is never too busy to respond to student athletes.
 9. The behavior of my head coach instills confidence in student athletes on team.
 10. My head coach is consistently courteous with student athletes on team.
 11. My head coach has the knowledge to answer student athletes’ questions. 
12. My head coach gives student athletes individual attention. 
 13. My head coach has student athletes’ best interests at heart. 
 14. My head coach understands the specific needs of student athletes.
 
 

According to Parasuraman et al. (1991)‚ this questionnaire has been the most widely used to assess the perception of service quality. The SERVQUAL includes the five subscales: Tangibles described as the concepts of “physical facilities‚ equipment‚ and appearance of personnel‚” Reliability described as “ability to performance the promised service dependably‚” Responsiveness described as “willingness to help ustomers and provide prompt service‚” Assurance described as “knowledge and courtesy of employees and their ability to inspire trust and confidence‚” and Empathy‚ which has been defined as “caring‚ individualized attention the firm provides its customers”.

the response format for this instrument was a 7-point Likert-type scale‚ with responses ranging from 1 (Strongly Disagree) to 7 (Strongly Agree).

 

Parasuraman‚ A.‚ Berry‚ L. L.‚ & Zeithaml‚ V. A. (1991). Refinement and reassessment of the SERVQUAL Scale. Journal of Retailing‚ 67(4)‚ 420-450.