Abstract
Service quality is an essential element for managers and marketers to successfully compete in the sport and leisure industry. The present study is a first of its kind research study evaluating the service quality of the Chinese YMCA of Hong Kong. In this study, extensive customer research was conducted to investigate the members’ usage, expectations, perceptions, and satisfaction levels in the Recreation and Sport Department. Data were collected from 559 members. This study provides a channel to listen to the voice of the customers and assist the managers to improve the service quality by pinpointing areas that need managerial action.
Creative Commons License
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.
DOI
10.20429/jamt.2011.020103
Publication Date
4-2011
Recommended Citation
Chan, Joyce, Cheung, Siu Yin, and Mak, Jennifer Y. (2011). Service quality of the Chinese YMCA of Hong Kong," Journal of Applied Marketing Theory, 2(1), 26-41. ISSN: 2151-3236. https://digitalcommons.georgiasouthern.edu/jamt/vol2/iss1/3