Performance measurement of integrated sports facilities in Botswana: customers’ perspectives

Abstract

The purpose of the present study was to determine performance of Integrated Sports Facilities in Botswana by examining the relationship between stadium factors (community, service, utilization perspectives) and customers’ satisfaction with services in the Integrated Sports Facilities (ISFs) using a conceptual framework model. The study was a mixed method descriptive survey. Random sampling was used to select a total sample of 405 comprising males (n=270) and females (n=135) respondents out of the total population on proportional representation to participate in the study thereby constituting a 92% response rate. Three hypotheses were used to guide the study and tested at p value of 0.05 alpha level of significance. A self-developed close ended 5-point Likert scale questionnaire which was piloted and validated by the researcher was used to collect data. A reliability test of the questionnaire was used to test for consistency. The Statistical Package for Social Sciences (IBM SPSS) version 24 was used to analyse data obtained. Descriptive statistics such as frequencies and percentages were used to analyse demographic variables. Logistic regression was used to test relationship between variables. The Model Summary (Cox & Snell Square and Nagelkerke R Square) was used to understand how much variation in the dependent variable could be explained by the model. The Wald test was used to determine statistical significance for each of the independent variables. The findings indicated the most predictive variables of users’ satisfaction were the community and service perspective and so it was concluded that they were essential components in determining the performance of sports facilities. It was also concluded that accessibility and location of the facility and operation times played a vital role in performance of a facility as respondents showed high satisfactions. It was recommended that performance evaluation indicators should be developed for the Botswana Sports Facilities and also be aware of factors that have impact on users satisfaction for provision of quality services.