Sports and leisure centres
Since 1992 CERM PI has been conducting annual surveys of sports and
leisure centres in Australia and New Zealand, linking operational
management (efficiency) and customer service quality performance
indicators.
CERM PI® currently provides Customer Service Quality Reviews for over 200 sports and leisure facilities and services in Australia and New Zealand. The CERM PI annual operational management survey has been the basis for the development of robust benchmarks for sports and leisure facilities. These benchmarks foster a self-assessment framework and have contributed to a continuous improvement culture within many organisations.
To download abstracts of published research papers please click on the links below:
- The role of critical incidents to complement service quality information for a sports and leisure centre (PDF 10.8 kb - download Adobe Acrobat)
- Service Quality, Customer Satisfaction and Behavioural Intentions of Australian Aquatic Centre Customers, 1999-2001 (PDF 12.2 kb - download Adobe Acrobat).
- The relationship between service problems and perceptions of service quality, satisfaction, and behavioural intentions of Australian public sports and leisure centre customers (PDF 12.6 kb - download Adobe Acrobat).
For further information contact us.