English abstract
This study aimed to explore service quality level provided to the subscribers who benefit from
the services of the Sultan Qaboos Sports Complex (SQC). It also aimed to identify differences
in the responses according to the gender variable.
The study adopted a cross-sectional method in accordance with the descriptive approach, where
a tool was used to evaluate the level of quality of the services based on the SERVPERF model,
which covers five elements (materialistic aspects, reliability, quick response, safety, and
empathy). After verifying validity and reliability of the modified version of the scale, it
administered to an available sample consisting of 326 SQC’s members (200 males and 126
females) during the first half of 2023. The data was analyzed using SPSS version 23, utilizing
non-parametric statistics.
The results showed that participants generally perceive the services they receive as average in
quality. Most agreed on excellent service regarding material aspects, reliability, and quick
response. However, safety received a moderate ranking, and empathy scored lower compared
to the other four elements. Additionally, the study found differences in how males and females
perceived the quality of services provided by the SQC.
Following these findings, numerous recommendations have been formulated. These
encompass employing the modified SERVPERF version for assessing service quality in
various sports complexes and conducting studies into facilities accessible to individuals with
disabilities. Additionally, the recommendations emphasize timely responses to inquiries and
complaints, emphasizing the provision of safety instructions, particularly targeting female
subscribers.
