+1 862 207 3288 Assignment, Business
Project description
This assignment is based on your evaluation and analysis of a survey undertaken on the users of a University Sports Centre. In order to do this you will consider the design of the questionnaire itself and you will also be asked to undertake some analysis (in SPSS) of the data set that was created by using this questionnaire.
The datafile you will analyse (called ‘servqual.sav’) is the product of a survey conducted by a couple of former undergraduate students looking at service quality in the context of a Sports Centre. The questionnaire they used to collect the data is attached together with some contextual information and an extract from a draft research paper giving further details about the research. You should take some time to read and familiarise yourself with these files.
Your task is to create a report on this research that answers the questions set out below. Your report should include appropriate tables and graphs and a set of references. You should use PASW/SPSS for data analysis where required.
Appendix 1
Question 1
We would like to know your views about the universities sports centre’s service quality and performance relative to your expectations. For each of the questions below please circle just one number between 1 and 5. 1 being the very dissatisfactory and 5 very satisfactory
Low High
How would you rate the quality of the centre when it comes to;
1 modern sports/gym equipment 1 2 3 4 5
2 modern changing facilities 1 2 3 4 5
3 visually appealing facilities 1 2 3 4 5
4 smart, professionally appearing staff 1 2 3 4 5
5 informative , relevant and appealing documentation
such as gym and class timetables and opening times 1 2 3 4 5
6 convenient hours of operations 1 2 3 4 5
7 providing a reliable service that is promised 1 2 3 4 5
8 dealing with customer complaints 1 2 3 4 5
9 prompt actions based on customer feedback 1 2 3 4 5
10 service carried out as promised first time 1 2 3 4 5
11 service performed at promised time 1 2 3 4 5
12 informing customers of new and changing schedules/timetables 1 2 3 4 5
13 prompt service to facility users 1 2 3 4 5
14 willingness to help facility users 1 2 3 4 5
15 readiness to respond to users requests 1 2 3 4 5
16 well mannered and informative staff 1 2 3 4 5
17 highly motivating staff for example encouraging gym staff 1 2 3 4 5
18 secure transactions e.g. Membership payments and booking facilities 1 2 3 4 5
19 knowledgeable and reliable staff 1 2 3 4 5
20 attending to the needs of every customer e.g. on a personal one to one basis 1 2 3 4 5
21 staff with good customer service 1 2 3 4 5
Question 2
Description:
Below are five areas relating to the University Sports Centre and the services that it offers. We would like to know the how important each feature is to you when you evaluate the Sports Centre and the service that it provides. Please allocate 100 points amongst the five areas below; the areas that you feel to be more important should be given more point. Please ensure that once the points have been delegated they add up to a total of 100.
1. The appearance of the Sports Centre, physical facilities such as staff, gym equipment, the sports hall, and changing rooms.
2. The ability of the Sports Centre and its staff to implement the service promised reliably and accurately.
3. The Sports Centre’s willingness to help users and provide a prompt and friendly service.
4. The knowledge and manners of the Sports Centre’s staff, and their ability to supply and maintain confidence and trust within its customers.
5. The attention to detail given when dealing with a customer on a one to one basis, through being caring and sympathetic
to any problems that may have arisen.
Question 3
The following questions are to determine and identify some background information, in regards to our subject. (Circle where appropriate)
1. Are you MALE or FEMALE?
2. How often do you use the Sports Centre?
Never
Once a week or less
Twice a week
Three times a week
Four times or more a week.
3. What year at University are you currently in? 1st / 2nd / 3rd / 4th / masters / other___________________________________________
4. Are you a Member? Or do you pay each time? _______________________________________________________________________
5. Are you studying a course at The University of Lincoln? Yes / No
If Yes please specify_____________________________________________________________________________________________
SERVQUAL.SAV Variable List
Variable Name Label Comments
T1Equipment modern sports/gym equipment These variables are scaled 1 to 5 and reflect subquestions 1 to 21 in the first section of the questionnaire
T2Modchange modern changing facilities
T3Visual visually appealing facilities
T4smartstaff smart , professionally appearing staff
T5information informative, relevant and appealing documentation such as gym and class timetables and opening times
T6hours convenient hours of operation
D1service providing a reliable service that is promised
R1complaints dealing with customer complaints
R2feedback prompt actions based on customer feedback
D2firsttime service carried out as promised first time
D3promisetime service performed at promised time
D4informing informing customer of new and changing schedule / timetables
R3prompt prompt service to facility users
R4willingness willingness to help facility users
R5userrequests readiness to respond to user request
C1manners well mannered and informative staff
C2motivating highly motivated staff for example encouraging gym staff
C3transactions secure transactions e.g. membership payments and booking facilities
C4knowledgeable knowledgeable and reliable staff
E1one2one attending to the needs of every customer e.g. on a personal one to one basis
custservice staff with good customer service
Q1 the appearance of the sports centre, physical facilities such as staff, gym equipment, the sports hall, and changing rooms. These variables are scored 0-100 and reflect the subquestions in the second section of the Questionnaire
Q2 the ability of the sports centre and its staff to implement the service promised reliably and accurately.
Q3 the sports centre’s willingness to help users and provide a prompt and friendly service.
Q4 the knowledge and manners of the sports centre’s staff, and their ability to supply and maintain confidence and trust within its customer.
Q5 the attention to detail given when dealing with a customer on a one to one basis , though being caring and sympathetic to any problems that may have arisen.
gender are you male or female These are effectively the ‘independent’ variables which measure respondent characteristics
usage how often do you use the centre
year what year at university are you currently in? 1st /2nd/ 3rd/ 4th/ masters/ other
member are you a member or do you pay each time
Course subject area
t1 Equipment Rating Weighted These variables are the weighted versions of questions 1-21in the original questionnaire. They have been reordered and labelled to reflect the five dimensions of service quality:
t1-t6 are tangibles
d1 to d4 are reliability
r1 to r5 are responsiveness
c1 to c4 are confidence/assurance
E1-E2 are empathy.
They are effectively at the ‘scale’ level of measurement are suitable for procedures such as factor analysis.
t2 Changing Facilituies Weighted
t3 Appearance Weighted
t4 Smart staff weighted
t5 information weighted
t6 Convenience weighted
d1 Reliable Serice weighted
d2 Service carried out 1st time weighted
d3 Service provided as promised weighted
d4 Informing Customers pf changes weighted
r1 prompt actions on customer feedback weighted
r2 prompt service to users weighted
r3 willingness to help users weighted
r4 readiness to respond to user requests weighted
r5 dealing with customer complaints weighted
c1 well mannered and informative staff weighted
c2 highly motivated staff weighted
c3 secure transactions weighted
c4 knowledgeable and reliable staff weighted
E1 Attending to needs of every customer weighted
E2 Staff with good customer care weighted
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