Abstract
Based on the notion that quality management embraces efficiency and effectiveness, the Centre for Environmental and Recreation Management (CERM) has developed prototypes for performance indicators of efficiency and effectiveness that can be applied to sports and leisure centre management. Effectiveness indicators based on the principles of customer service quality (CSQ) measure customers' expectations compared to their perceptions of the centre's actual performance. The CERM has focused on leisure industry sectors, particularly public sports and leisure centres. This paper reports on the dimensions of customer satisfaction and the application of the CERMCSQ questionnaire to leisure centre management. Data are throughout Australia that trialed the CERMCSQ questionnaire during 1994. Conclusions are drawn from this data that indicate a four-dimension model may be appropriate for Australian sports and leisure centres. This model differs from an earlier one which proposed five CSQ dimensions based on applied research of service industry sectors such as financial institutions in North America. presented from 15 leisure centres
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