Users' perceptions of the relative importance of service quality dimensions in selected public recreation programs Academic Article uri icon


  • Earlier research that focused on selected commercial services suggested that from the users perspective the concept of service quality consists of five main dimensions. The present study investigated the relative importance of these dimensions as perceived by participants in four selected public recreation programs. To ensure diversity in the type of programs included, a taxonomy was used to guide program selection. It was hypothesized that dimensions of service quality would not be of equal importance to participants in the selected recreation programs, and the hypothesis was supported. Reliability consistently emerged across programs as the most important dimension of service quality, and in three of the four programs empathy received the least support. 1989 Taylor & Francis Group, LLC.

published proceedings

  • Leisure Sciences

author list (cited authors)

  • Crompton, J. L., & Mackay, K. J.

citation count

  • 122

complete list of authors

  • Crompton, John L||Mackay, Kelly J

publication date

  • January 1989