![Analysis Examples of the individual items include the following: staff assurance, staff empathy, and staff
responsiveness. One management factor was created by combining 5 individual survey items that
measured similar concepts. The score of the individual item was combined to create the overall
[additive] factor score which was used to examine participants overall impression of the Recreation
Center [SERVICE QUALITY] The additive factor scores ranged from 5 to 50. Satisfaction was rated on its
own 1-10 scale.
Results The graphs illustrates factor score the event coordinator evaluated to examine the event
operations. When SERVICE QUALITY factor mean for the Visitor Review Pre (Ave 30.4, Stdev 2.4) is
compared to Post (Ave 32.1 Stdev 1.2) SERVICE QUALITY factor mean there is a significant difference (t-
test, p<.05). The respondents for post perceived a slightly stronger Service Quality operation. When a
Chi Square test is run on Recreation Center recommendation there is a p value of .0068 which also
indicates a significant difference.
Conclusion The results indicate that the event operations is rated average at best with all the factor
scores above 30 on a 5-50 point scale. Furthermore, the SERVICE QUALITY factor was higher in all
categories, except for staff Reliability and Responsiveness which stayed the same. After performing both
test, we can see the numbers are up very little. It is recommend that continued service quality training is
used because we are seeing some results.
35%
65%
55%
45%
0%
20%
40%
60%
80%
Recommend Not
Recommend
Chi Square Data
Pre
Post
30.4
7
32.1
7.3
0
10
20
30
40
Service Quality Satisfaction
Visitor Review Data
Pre
Post](https://image.slidesharecdn.com/8ef872d1-7f2b-45ff-8053-38343e494d24-151230040912/85/paired-ttestchi-square-report-1-320.jpg)
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Analysis of Recreation Center Service Quality and Visitor Satisfaction
- 1. Analysis Examples of the individual items include the following: staff assurance, staff empathy, and staff responsiveness. One management factor was created by combining 5 individual survey items that measured similar concepts. The score of the individual item was combined to create the overall [additive] factor score which was used to examine participants overall impression of the Recreation Center [SERVICE QUALITY] The additive factor scores ranged from 5 to 50. Satisfaction was rated on its own 1-10 scale. Results The graphs illustrates factor score the event coordinator evaluated to examine the event operations. When SERVICE QUALITY factor mean for the Visitor Review Pre (Ave 30.4, Stdev 2.4) is compared to Post (Ave 32.1 Stdev 1.2) SERVICE QUALITY factor mean there is a significant difference (t- test, p<.05). The respondents for post perceived a slightly stronger Service Quality operation. When a Chi Square test is run on Recreation Center recommendation there is a p value of .0068 which also indicates a significant difference. Conclusion The results indicate that the event operations is rated average at best with all the factor scores above 30 on a 5-50 point scale. Furthermore, the SERVICE QUALITY factor was higher in all categories, except for staff Reliability and Responsiveness which stayed the same. After performing both test, we can see the numbers are up very little. It is recommend that continued service quality training is used because we are seeing some results. 35% 65% 55% 45% 0% 20% 40% 60% 80% Recommend Not Recommend Chi Square Data Pre Post 30.4 7 32.1 7.3 0 10 20 30 40 Service Quality Satisfaction Visitor Review Data Pre Post