Service Quality and Student Satisfaction in University Sports Clubs: Evidence from a SERVPERF-Based Cross-Sectional Study in Ho Chi Minh City

Abstract

Service quality is a key determinant of student satisfaction and continued participation in university sports clubs; however, empirical evidence from Ho Chi Minh City remains limited. This cross-sectional study surveyed 384 students from four universities to examine perceived service quality and student satisfaction using the SERVPERF scale, which comprises five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Data were analyzed using descriptive statistics, reliability analysis, exploratory factor analysis, Pearson correlation, and multiple linear regression. The findings showed that students rated service quality at a moderately positive level, with tangibility receiving the highest mean score (M = 3.86) and empathy the lowest (M = 3.55). The regression model was statistically significant and explained 61% of the variance in satisfaction. Tangibility emerged as the strongest predictor (β = 0.29, p < .001), followed by assurance, responsiveness, and reliability, whereas empathy was not statistically significant. These findings provide empirical evidence to inform the management of university sports clubs and to enhance student experience and sustained participation.