This research study developed an instrument that would serve as an important part of a quality improvement program for sport centers. The developed instrument may be used on an ongoing basis to identify the kinds of services customers want, the level of service they desire, and specific areas requiring managerial attention. An analysis of survey data from sport center users in Korea shows 33 important customer needs that can be classified into 11 distinct dimensions. Using the QUESC instrument, this study found that the performance of Korean sport centers is lagging behind user expectations. Although data was obtained from Korean sport centers, the approach of this Study and most of its findings may be applied to the North American sport center market as well.
Daeshik Kim is with the Department of Kinesiology and Health Education at the University of Texas at Austin, Austin, TX 78712. Susan Y. Kim is a visiting scholar there.