An analysis of the impact of service quality on satisfaction, value, and future intentions within campus recreation using performance-based measures

The problem of the study was to examine the relationships between service quality, customer satisfaction, value and future intentions within campus recreation using only the performance section of the Centre for Environmental and Recreation Management-Customer Service Quality (CERM-CSQ) instrument (Howat, Absher, Crilley, & Miline, 1996) and additional questions consistent with the results of a study conducted by Murray and Howat (2002). A total of 248 usable surveys were collected from student users of campus recreation services at a university in the Northeastern region of the United States. Results of the study indicated that of the three service quality dimensions measured (core, personnel, peripheral), core was the only dimension exhibiting a significant relationship between satisfaction and value. However, significant relationships were found between measurements of value and satisfaction, satisfaction and future intentions, and value and future intentions. These results display the need for further service quality research within campus recreation