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n Tydskrif vir Geesteswetenskappe - Die dienskwaliteit van die PUK rugby instituut

Volume 49, Issue 2
  • ISSN : 0041-4751

Abstract

Kliëntetevredenheid is van kardinale belang vir die PUK Rugby Instituut (PRI). Die kliënte van die PRI bestaan uit studentespelers wat hoë verwagtinge koester van die PRI om die nodige ontwikkelingswerk te doen op sport sowel as akademiese terrein. Empiriese navorsing is ingespan om die kliënte (spelers) se tevredenheid te toets. Daar is ook 'n vergelyking getref tussen sogenaamde Prioriteitspanne van die PRI (PUK 1, 0/21A en 0/19A) en Nie-prioriteitspanne (PUK 2, PUK 3 en ander onderouderdom spanne). Die dienskwaliteit is gemeet by al die spanne en die diensvlakke kan as bevredigend beskryf word. Veral die Prioriteitspanne evalueer die diens van die PRI as uitstekend. Die effekgrootte is gebruik om betekenisvolle verskille in diens te meet, en daar is bevind dat daar nie prakties betekenisvolle verskille voorkom tussen die dienstevredenheid van Prioriteitspanne en dié van Nie-prioriteitspanne nie. Verder is daar vyf onderliggende faktore geïdentifiseer deur middel van 'n faktor-ontleding wat 'n bevredigende 55% van die variansie verklaar. Hiervan is faktor 1, , die belangrikste aangesien dit 31% van die variansie verklaar. Die ander vier faktore is: , , , en .


The PUK Rugby Institute (PRI) was founded in 2000 and earmarked to be of strategic importance in the marketing of the university as well as in the role sport plays in the tertiary environment. It is imperative that the NWU rugby team(s) do well as the image of tertiary rugby has been substantially lifted as a result of the extensive media, and especially television, coverage it receives in the Varsity-cup (and other clashes).
As a result, the PRI identified a number of key performance areas to ensure success on and off the field. One of these key performance areas is intent on ensuring that a high quality of service is rendered to the customers of the PRI, namely the players (and their parents). Customer service is important because not only does it guarantee satisfied players, but it also results in high quality new players being recruited. The players have high expectations of the university and especially the PRI because it is seen as not only the agent of development on the rugby field, but also on academic terrain. However, no objective measure of customer service, or the measurement of satisfaction levels, exists at the PRI. The research dealt with in this article addresses the development of a research instrument and methodology to do just that.

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/content/akgees/49/2/EJC20138
2009-06-01
2019-08-21

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