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Abstract
Although the University remains a strong competitor in major sport codes, there has been a general decline in student participation in physical activity. This is evident by the low participation rate of students in competitive sport. The aim of this paper was to investigate students’ expectations and perceptions of the sport offering at the University. A total of 400 students completed the survey using a questionnaire developed from the SERVQUAL instrument. All the service quality dimensions in the students’ surveys of sport at the University contain negative mean gap scores. From these findings, the Sport department at the University can identify specific gaps in the service quality dimensions and seek to close them. Service quality dimensions that are deemed to be good predictors of service quality have been related to factors relating to tangibility, reliability and responsiveness. The University should address these dimensions in its attempt to improve on service quality. The reliability dimension, which has emerged as the most important service quality predictor, needs the most attention.
Highlights
Sport at universities is critical as it plays an integral and important role in student life
The Durban University of Technology (DUT) remains a strong competitor in major sport codes, there is a general decline in student physical activity, as evidenced by: low participation rate by students in competitive sport; the number of sport codes reduced from twenty four in 2000 to fourteen in 2008; and low usage of facilities for recreational purposes
This study showed that the largest gap in this factor was related to the failure of the physical facilities
Summary
Sport at universities is critical as it plays an integral and important role in student life. It builds team spirit, camaraderie and plays a role in cementing relationships. Knowledge of service quality assessments made by students of the sport organization at the Durban University of Technology (DUT) will enable managers to track students’ perceptions over time and to direct resources in areas which are important to them. By comparison, other leading universities of technologies [UOTs] and the state of the sport facilities on offer, the DUT lags behind in student participation levels and facilities. This study seeks to identify gaps between the expectations and perceptions of the sport offering at DUT. The study concentrates on one university in South Africa, the findings are significant to other universities, especially those in developing countries
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