Committed to quality: the use of quality schemes in UK public leisure services
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 June 2003
Abstract
Public leisure service providers have become increasingly conscious of the need to improve the quality of their service provision as a result of increasing customer expectations, growing competition and government legislation. This paper presents the findings of a survey carried out in the UK, investigating the role of quality schemes in public leisure services. The study shows that a significant proportion of public leisure service providers are using quality schemes to manage the quality of their facilities. In addition, the findings show that managers are using quality schemes to improve customer satisfaction and improve management effectiveness. Finally, the study provides evidence of the positive effect of quality schemes upon service delivery aspects of these facilities, but little evidence of the financial advantages of such schemes.
Keywords
Citation
Robinson, L. (2003), "Committed to quality: the use of quality schemes in UK public leisure services", Managing Service Quality: An International Journal, Vol. 13 No. 3, pp. 247-255. https://doi.org/10.1108/09604520310476508
Publisher
:MCB UP Ltd
Copyright © 2003, MCB UP Limited