Adapting the SERVQUAL model to an active break satisfaction scale

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.