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Adapting the SERVQUAL model to a physical activity break satisfaction scale

Cristian Roberto Santos (Sports and Physical Activity Program, Talca University, Talca, Chile)
Ana María Contreras (Sports and Physical Activity Program, Talca University, Talca, Chile)
Cesar Faúndez (Sports and Physical Activity Program, Talca University, Talca, Chile)
Gonzalo Francisco Palomo-Vélez (Department of Psychology, University of Talca, Talca, Chile)

International Journal of Workplace Health Management

ISSN: 1753-8351

Article publication date: 9 March 2015

Abstract

Purpose

The purpose of this paper is to create a “physical activity break” (PAB) satisfaction scale, for this, the RATER dimensions of the service quality model SERVQUAL were used.

Design/methodology/approach

The study opted for a correlational study and used a psychometric approach. Totally, 69 administrative workers at a public university of Chile participated in a physical activity programme and completed a satisfaction questionnaire including sections adapted from the SERVQUAL model.

Findings

The study created a PAB satisfaction scale, which shows appropriate psychometric indicators. Furthermore, satisfaction scores were positively correlated with perceived psychological and physical benefits, attendance motivation and intention to participate again in future programmes.

Research limitations/implications

Because measures perceived psychological and physical benefits, attendance motivation and intention to participate again in future programmes are measured by single items, futures studies should evaluate association of the satisfaction scale with more consistent measures, as well as include anthropometric measures (e.g. body mass index and weight).

Practical implications

This study created a PAB satisfaction scale, using appropriate psychometric indicators which enable the evaluation of the quality of these programmes from the participant’s perspective.

Originality/value

Despite the popularity of PAB programmes, to the authors knowledge, up to day there is no way of evaluating these programmes from the participant’s perspective.

Keywords

Citation

Santos, C.R., Contreras, A.M., Faúndez, C. and Palomo-Vélez, G.F. (2015), "Adapting the SERVQUAL model to a physical activity break satisfaction scale", International Journal of Workplace Health Management, Vol. 8 No. 1, pp. 34-45. https://doi.org/10.1108/IJWHM-05-2014-0018

Publisher

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Emerald Group Publishing Limited

Copyright © 2015, Emerald Group Publishing Limited