Test toolkit to rate customer satisfaction with physical education and sport service qualit

Test toolkit to rate customer satisfaction with physical education and sport service qualit

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Dr.Hab., Professor O.N. Stepanova1
PhD, Associate Professor E.N. Latushkina2
1Moscow State Pedagogical University, Moscow
2Russian State Social University, Moscow

As required by the international ISO 9000 standards and their Russian equivalents, a quality management system in any service sector shall include the customer satisfaction rating tests. The article offers a conceptual approach and a customer satisfaction rating scale for the physical education and sport service quality assurance initiatives, with the ‘priority’ versus ‘compliance’ points; plus a set of universal quality rates and a practical test toolkit. The proposed method gives the extensive means for the management decision-making process to: analyze the clients’ need and demands and effectively prioritize them; profile the customer satisfaction with a corporate physical education and sport service quality; find ways to improve performance of the physical education and sport service company and step up the service quality; select the most efficient tools to promote the physical education and sport service company; and increase the physical education and sport service company profitability via the growing customer satisfaction and loyalty.

Keywords: ISO 9000, physical education and sport service quality, customer satisfaction, rating method, ‘priority’ versus ‘compliance’ points».

References

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