Association Between Service Quality and Motivation to Engage with Sports Facilities: A Study Among University Students

Abstract

The concept of service quality embodies a service provider's adeptness in efficiently gratifying customers, thereby enhancing business performance. In contrast, motivation is an internal impetus stemming from needs, desires, or goals, propelling individuals towards desired objectives. This research aims to delve into the interconnection and repercussions of distinct service quality facets on the motivational drive of individuals utilizing sports facilities especially among university students. A total of 453 surveys were meticulously completed as part of this inquiry, utilizing item constructs derived from Parasuraman (1988) and Kodric et al. (2013). The findings underscore a noteworthy and positively moderate correlation between the components of service quality and the motivation level of users in their sports facility engagement (r=.793**, p<0.001). This study offers a fresh vantage point, shedding light on the singular impact of service quality on sports facility utilization.