Perceptions of Service Quality and Satisfaction of High Performance Programmes (HPP): A Case Study of a Comprehensive University in South Africa

• Main Authors: P. Serra, J. Surujlal, E.H. Redda
• Format: Article
• Language: English
• Published: Social Sciences Research Society 2016-01-01
• Series: International Journal of Social Sciences and Humanity Studies
• Online Access: http://www.sobiad.org/eJOURNALS/journal_IJSS/arhieves/IJSS2016_1/Paper68a_SerraSurujlalRedda.pdf

Sport is a multi-billion dollar industry that has become an important marketingtool toattracta higher calibre of students to universities.Studentsdo not onlyconsider the educational value a university can offer but alsowhat it can offer interms of advancing their sporting achievements and their sporting careers. Highperformance programmes (HPP) which includesuperior facilities, highqualitycoaching and management staff, educational subsidies, body/health conditioningfacilities as well as supportive staff for the purpose of driving and maintaining ahigh calibre of development are required to assist students in meeting theirsporting aspirations. The aim of this study was to gain constructive insightsregarding perceptions ofservice quality and satisfaction of the different memberassociates of the High Performance Programmes (HPP) of Rugby, Hockey,Soccer, Netball, Athletics, Rowing and Cricket at a comprehensive university inSouth Africa (SA). Aconcurrent mixed method approachwas used to collectdata.Ko and Pastore’s (2005) Scale of Service Quality in Recreational Sports(SSQRS)was used to collect the quantitative data from one hundred and nineteen(n=119) first team players. Qualitative data was collected throughsemi-structuredinterviews with the respective sport managers(n=7)and team captains(n=7)within each sport programme.Quantitative data was analysed usingthestatistical package for the social sciences (SPSS), whereas the qualitative data were analysed using the Atlas.tisoftware package. The results from the studyrevealedthat the service quality of theHPPranged from moderate to highindicating thatsome dimensions requiredattention.The study provided usefulinsights regarding service quality which couldassistthemanagement of the HPPsin developing effective strategies to maintain and improve the quality of theirservices.