Key points are not available for this paper at this time.
Abstract Earlier research that focused on selected commercial services suggested that from the user's perspective the concept of service quality consists of five main dimensions. The present study investigated the relative importance of these dimensions as perceived by participants in four selected public recreation programs. To ensure diversity in the type of programs included, a taxonomy was used to guide program selection. It was hypothesized that dimensions of service quality would not be of equal importance to participants in the selected recreation programs, and the hypothesis was supported. Reliability consistently emerged across programs as the most important dimension of service quality, and in three of the four programs empathy received the least support.
Crompton et al. (Sun,) studied this question.