The Swimmer's Satisfaction of Facilities and Service Quality

This report examines the satisfaction levels of swimmers regarding the facilities and service quality of the Victoria Swimming Pool in Hong Kong. It explores the pool's facilities, including indoor amenities, and investigates the factors that contribute to swimmer satisfaction, such as safety measures and temperature control. The study also analyzes the relationship between the provided facilities and the swimmers' satisfaction levels, considering aspects like the availability of trainers, the banning of certain equipment, and the overall customer experience. The research methodology includes literature review, research design, data collection, and analysis to identify key areas for improvement and to suggest ways to enhance the services offered by the Victoria Swimming Pool to increase swimmer satisfaction and potentially attract more customers. The report also discusses limitations, such as financial constraints, and aims to provide valuable insights for the management of Victoria Swimming Pool and other fitness clubs.

THE SWIMMERS SATISFACTION OF FACILITIES AND
SERVICE QUALITY OF HONG KONG Victoria
swimming pool

Table of Contents
INTRODUCTION...........................................................................................................................1
Background of the study.........................................................................................................1
Aim and Objectives................................................................................................................2
Aim.........................................................................................................................................2
Objective.................................................................................................................................2
Research objectives................................................................................................................2
Significance of the study........................................................................................................3
Limitation of the study...........................................................................................................3
LITERATURE REVIEW................................................................................................................3
Introduction............................................................................................................................3
Facilities of Victoria swimming pool for swimmers..............................................................4
Factors that make swimmers satisfied towards the swimming pool......................................5
Level of customer satisfaction in Victoria Swimming pool...................................................8
Relationship between service facilities and satisfaction level of swimmers regarding Victoria
swimming pool Hong Kong...................................................................................................8
RESEARCH METHODOLOGY...................................................................................................10
Introduction..........................................................................................................................10
Research philosophy.............................................................................................................10
Research Design...................................................................................................................11
Research approach................................................................................................................12
Research strategy..................................................................................................................12
Data collection......................................................................................................................12
Sampling...............................................................................................................................13
Data Analysis........................................................................................................................13
Ethical consideration............................................................................................................14
DISCUSSION AND RESULTS....................................................................................................14
Results..................................................................................................................................14
Discussion.............................................................................................................................22
CONCLUSION AND RECOMMENDATIONS .........................................................................23
Conclusion............................................................................................................................23

Recommendation..................................................................................................................25
REFERENCES..............................................................................................................................26
APPENDIX....................................................................................................................................28

RESEARCH TITLE
“The swimmer's satisfaction of facilities and service quality of Hong Kong Victoria swimming
pool”
INTRODUCTION
Background of the study
Victoria swimming pool in Hong Kong is the world famous swimming pool which
provides indoor facilities leisure pool, family change room etc. facilities to the swimmers. It is
the public swimming pool where any person can come and can enjoy swimming. It is built and
managed by Urban Council Hong Kong (Tam and Bonebrake, 2016). People life to remain fit all
the time that is why demand of fitness clubs in Hong Kong is increasing rapidly. There are more
than 60 million people those who like to swim to remain fit and active. Swimming is the activity
which helps in blood circulation and increases mental capacity of an individual (Lam, 2016).
Competition is very high and to satisfy the consumers swimming pools management have
to provide their customers extremely well services so that their consumers like the place and be
associated with the club for the long time. Visitors can come to this place on every Saturday,
Sunday and on public holidays (Bierens and Scapigliati, 2014). There are separate facilities for
adults and children. Pool 1 is around 50m* 25m, 10 lanes indoor where pool 2 is 33m* 25m.
Depth is adjustable and trainers stand near to the pool so that accidents can be minimized.
Victoria swimming pool is more concern for the safety and security that is why temperature of
water and depth of the swimming pool continuously checks by the supervisors. Swimmers
always want to get best services in the swimming pool so that they can feel good and refresh.
Moveable floor of pool, configuration of lap lanes attract more swimmers towards the pool
(Chan, 2016). It is comparatively more warmers than normal pools. It has 1.2 meter depth and all
the time trainers monitor the swimmers.
Hong Kong is the place where people are getting aware for their fitness and that is why
demand of public swimming pools are increasing. Swimming has become the popular activity
and sport in the youngsters life (Cheung, 2015). They like to swim daily to get relax. Swimmers
know that swimming can keep them healthy and can keep them away from diseases. Customers
complain when they do not get satisfactory services and facilities in the swimming pool. Most
complains are related with the unfair membership, poor services, security issues, absences of
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trainers etc. In order to enhance satisfaction level of the swimmers it is essential for the
management of Victoria club swimming pool needs to make changes in its quality of services
and facilities so that consumers can feel great in the swimming pool and be associated with the
club for longer duration (Martin and Chan, 2014).
Customers look upon the services and facilities provided by any club before joining them.
If services and benefit are not good then they move to other clubs easily. Present study will
discuss the satisfaction level of swimmers regarding the service facilities of Victoria swimming
pool Hong Kong (Manurung, 2016). Furthermore, it will determine factors that influence the
mind of customers and will explain relationship between facilities provide by the swimming pool
and satisfaction level of swimmers.
Victoria swimming pool is the middle park in which several facilities will be ascertain
that make effective results at workplace. They are attracting customers through providing them
different features and effective results in the enterprise. In addition to this, they are also
providing private functions rooms, cafe on the park, etc. The company also deals in group fitness
classes, boot camp etc. areas.
Aim and Objectives
Aim
Purpose of the study is to identify the satisfaction level of the consumers towards the
swimming pool of Victoria park Hong Kong. Customer satisfaction can be measure on several
dimensions such as tangible, reliability, responsiveness, assurance and empathy. Customers
satisfaction is an important part of any business, if they are satisfied then club or any
organization can grow well and can accomplish its objectives soon (Hung, 2017).
“To examine the satisfaction level of swimmers regarding the service facilities of Victoria
swimming pool Hong Kong”.
Objective
 To explore the facilities of Victoria swimming pool for swimmers in Hong Kong.
 To identify the factors that make swimmers satisfied towards the swimming pool.
 To examine level of customer satisfaction in Victoria Swimming pool.
 To examine relationship between service facilities and satisfaction level of swimmers
regarding Victoria swimming pool Hong Kong.
 To suggest ways to improve services of Victoria swimming pool.
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Research Question
 What facilities provided by Victoria swimming pool to swimmers in Hong Kong?
 What are the main factors that make swimmers satisfied towards the swimming pool?
 Examine relationship between service facilities and satisfaction level of swimmers
regarding Victoria swimming pool Hong Kong?
Significance of the study
The study is being carrying out to identify the satisfaction level of swimmers towards the
Victoria swimming pool Hong Kong. The results will help the Victoria park in identifying the
factors that influence the mind of customers. It would be beneficial for the swimming pool
management in making changes in its services so that consumer's satisfaction level can be
increased and club can get more economic benefits by attracting more swimmers towards the
pool (Dollar, 2016). This study also be beneficial for the other fitness club those which are
operating in Hong Kong and other countries. They will be able to know perception of consumers
towards the fitness club, their needs. That would help in making necessary changes in their
facilities and services so that they can achieve trust of the person and can attract more people
towards the club. This study can be beneficial for other clubs and they will be able to improve
their service quality. Furthermore, by examining the satisfaction level through this study
management of Victoria swimming pool will be able to adopt effective strategies for satisfying
its swimmers that can help in spreading its brand image across the world (Rajagopalan, 2014).
Limitation of the study
Research may get face some limitation during the investigation. The main limitation that
might get faced by individual is related with the financial resources. Victoria park of Hong Kong
is the biggest and popular place so due to lack of financial resources individual will not be able
to conduct a study on such the biggest place (Bierens and Scapigliati, 2014). Furthermore,
getting permission from the respondent for the swimming pool, customers satisfaction level
would not be easy for the scholar. Results of whole investigation might not be generalized.
LITERATURE REVIEW
Introduction
Literature review is considered as one the important chapter of any research project.
Whenever scholar has to conduct the study on any topic then individual has to take support of
earlier articles on the same topic. This helps in developing understanding of the researcher so
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that individual can prepare the good project on it. In this chapter scholar will explain facilities of
Victoria swimming pool, factors that influence the swimmers and relationship between facilities
and customers satisfaction.
Facilities of Victoria swimming pool for swimmers
As per the view of Xu and et.al, (2015) Victoria swimming pool is the public pool where
population of Hong Kong can come easily and can enjoy swimming. It provides indoor facilities,
multi purpose pool, electronic scoreboard, changing room facilities to its swimmers so that they
like the pool and be associated with the club for longer duration. Victoria swimming pool also
provides additional facilities for disable persons so that they can also enjoy the services of the
pool. This attracting features gain attention of mass audience, this has made the Victoria park
most popular swimming pool in the Hong Kong. Astudillo Placencia, (2015) stated that Victoria
park is the public park where people can come easily by taking tickets and can enjoy its
luxurious services. Management of Victoria swimming pool provides barrier free access facilities
to its swimmers so that they can get entered in to the pool deck area easily. This gives them new
experience and they like the environment of the place. Apart from this Victoria park of Hong
Kong also have separate shower room where after swimming person can take bath. This shower
room has balanced temperature and people like to take bath in the shower room because of its
warm temperature.
According to Lai and Choi, (2013) facilities provided by the Victoria swimming pool has
been replaced with the new features. Earlier outdoor facilities were available in the pool in the
year 1957 but in the year 2013 management take replaced the outdoor facilities and now it is
proving indoor facilities to its swimmers too. The main benefit of this replacement is that by
getting indoor swimming facilities swimmer can swim in night as well. Victoria swimming pool
also provides multi-purpose pool and by this way swimmers can fulfil their needs of diving, eater
polo and synchronized swimming easily. Xu and et.al, (2015) stated Victoria swimming pool
provides good facilities to its swimmers but its services and some facilities like lap swimming is
poor as compare to Hong Kong other's public pools. Due to specially in the annual closer time
so many people come here due to heavy load management fail to treat all customers well. The
main issue in the swimming pool is unscheduled closures. This influence the mind of consumers
and they think to move to other public swimming pool rather than Victoria swimming pool.
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As per the view of Rajagopalan, (2014) Victoria swimming pool concern for the safety of
its swimmers. It provides training facilities and trainers as well for kids so that no accidents take
place in the pool. Trainers first train kids in two lap lanes and then allow then to swim without
any support. On other hand Martin and Chan, (2014) stated that kick-boards are banned in the
Victoria swimming pool. Swimmers those who professional swim they like to use kick-boards.
But due to absences of kick-board facility swimmers do not take much interest in Victoria
swimming pool. There are many public swimming pools in Hong Kong which provide this
facility to swimmers at affordable rates.
According to () Victoria swimming pool has improved its services and has installed
indoor heating system in the swimming pool. This system helps in maintaining the temperature.
Monthly ticket scheme was introduced in the year 2012 and after that public swimming pools
were allow to charge some amount from the customers. Management of the park has replaced
LCSD with the older facilities. This replacement has made this pool luxurious and international.
Now professional swimmers can easily swim and can do practice here.
Chan, (2016) stated that services provided by the Victoria swimming pool are not good
enough as compare to other public swimming pools. Management of Victoria swimming pool
does not monitor activities and that is why sometimes kids and adults those who are not well
trained in swimming they enter into the water without safety jackets. Other public pools are
much more advanced and have the latest swimming equipments in the area that attracts more
people towards the pools. Management does not inform the regular customers about sudden
rescheduling this thing make the swimmers negative. It is closed on Lunar new year on first three
days. But from the point of view of cleanness this swimming pool is on top. It organizes weekly
cleansing programs and maintenance programs so that customers do not complain. It attracts
more people because they think that it is quit good place to swim. Swimming pool of Victoria
park look upon the needs of its valuable consumers but as it is too old and had replaced some
systems. It would require some time to improve its facilities so that it can meet with the needs of
swimmers.
Factors that make swimmers satisfied towards the swimming pool
As per the view of Manurung, (2016) quality of water is the main element that influence
the mind of swimmers. It is the duty of management of the swimming pool that to take care of
filtration, chlorination, pH level, total alkalinity in the water. If water is not good then it may
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increase health problem in the swimmers. It is the main element that influence the mind of
customers and decreases satisfaction level of the swimmers. If higher authorities of Victoria
swimming pool do not clean its water time to time and if it does not replace the poor quality
water with the good one then it may increase issues in the swimmers by this way they can turn to
any other public park.
Dollar, (2016) stated that chemicals in products is the main element with impact on the
mind of swimmers. If swimming pool use chemical products in the pool then it may increase
health problem in the swimmers. Some times due to high pH level and chlorine level in the water
swimmers can suffer from bone disease.
Illustration 1: Recirculation of water in swimming pool
Source: (The chemical reactions taking place in your swimming pool, 2016)
Chemical products in the swimming can increase diseases like asthma, issues in
respiratory system etc. Most of the swimming pool's authorities include chemicals to make the
pool water but it is not safe. Untreated water can be harmful for the human body
According to Lai and Choi, (2013) health and safety is the main concern of the swimmers
and if any of the swimming pool is not proving the same facility to them they may get negative
towards it. Parents always prefer to send their children to such swimming pool where trainers are
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present all the time and they monitor their kids time to time. If in any pool such facility is not
available then they become negative and it influences their mind to great extent. It is compulsory
for the public and private pools that they do not allow any person who is entering into the water
without life jacket. In the absence of this any accident can take place. Victoria swimming pool is
the public swimming pool, kids, adults all age group person come here. If management do not
pay attention on the safety of individuals then it may affect their brand image to great extent.
Parents like to be associated with such park where they feel that their children are safe.
Temperature is another biggest factor that may increase accidents. It is the duty of the
management of the park that to control over the temperature so that such type of activities do not
take place.
As per the view of Hung, (2017) price is the main factor that impact on the satisfaction
level of the swimmers. If any other public swimming pool provides them same facilities and
services at affordable rates then people can move towards it easily. After 2012 it has become
compulsory for the public pools that to charge monthly payment from the swimmers. Some pools
have high charges as compare to others in Hong Kong. It is the main element which influence the
mind of consumers and they think whether to join the club or not. If Victoria swimming pool
charge high amount them it may affect satisfaction level of its swimmers to great extent (Hong
Kong’s Victoria swimming pool Complex Using Hanovia UV to Treat Indoor Pools and
Rainwater, 2017).
According to () quality of services is the main factor that impact on the satisfaction level
of the swimmers. Hong Kong is the place where people like to get quality services and if they do
not receive the same then they move to other brand. Swimmers expect to get soft reaction from
the trainers and always want special offers from the management. If they receive the same then
they become positive towards the brand and they be associated with the brand for longer
duration. Quality of pool water is extremely important, management needs to maintain the
quality of water time to time otherwise it can decrease the satisfaction level of swimmers
Rajagopalan, (2014) stated that communication is the main factor that makes the person positive
or negative towards any organization. Victoria swimming pool is facing the problem of customer
complains regarding its unscheduled activities. Management of the pool do not coordinate with
the consumers about its cleaning schedule and unscheduled activities impact on their mind and
they move to other pools.
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Level of customer satisfaction in Victoria Swimming pool
As per the view of () consumers of Victoria swimming pool are not much satisfied
because it charges high admission fees from them. There are many male and female candidates
those who are married thus they like to swim but due to high fees they move to other swimming
pools. On other hand Chan, (2016) argued that Victoria swimming pool has modified its
swimming pools and has added heating system, safe guards, safety equipments in its pool. The
main motive of management] is to protect the swimmers and minimize accidents in the
swimming pool. That is why people are satisfies, many parents send their children in this pool
because they know that their children are safe there. Width of this pool is good where swimmers
can swim and can practice there easily. This encourage them to come here frequently.
According to Cheung, (2015) staff do not provide good services to swimmers. They do
not deal with them properly and do not resolve their quarries on time. There is poor lighting
arrangement due to which it becomes difficult for the swimmers to swim in dark Bierens () stated
that Victoria swimming pool occasionally closed but staff members do not inform their
consumers about it. That impacts on their satisfaction level and sometimes they become negative
towards the pool.
Relationship between service facilities and satisfaction level of swimmers regarding Victoria
swimming pool Hong Kong
As per the view of Cheung, (2015) there is strong relationship between service quality
and satisfaction level of customers. If companies provide quality services to their consumers then
it may help in turning their mind which supports in making people positive towards the brand.
Swimming pools are the fun activities in which management of the swimming pool have to serve
their consumers well. It can help in making swimmers positive towards the club.
According to the view of Xu and et.al, (2015) competition is very high, there are many
public pools those provide quality services and extremely well facilities to the swimmers. It
helps in attracting more people towards the polo. It supports in raising their business and making
people loyal towards the club. The main agenda of management of the concern swimming pool is
to gain bigger share in the market and for that they pay attention on specific needs of customers.
By this way they meet their requirements and make them loyal towards the brand. It helps them
in sustaining in the market for longer duration. If clubs or swimming pools do not provide
required services to its swimmers then it may make them negative towards the swimming pool.
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Lai and Choi, (2013) stated that fitness industry of Hong Kong is growing well and
people are taking much interest in the swimming activities. They like to go daily to swimming
pools, it is like physical exercise for them and they like to enjoy this activity. In Hong Kong
there are many public swimming pools which charges nominal fees from the customers and give
them all facilities and services to them. It helps them in attracting more people towards the club.
If these pools do not provide them quality services and do not make them satisfied then it may
affect business of these pools. Poor services, unfair treatment, inadequate security measures etc.
can affect the overall working of the swimming pools. If services provided by the management
of swimming pools are not adequate then it affects their working to great extent (Hong Kong’s
Victoria swimming pool Complex Using Hanovia UV to Treat Indoor Pools and Rainwater,
2017).
Manurung, (2016) argued that swimming pools authorities continuously spend huge
money for improving their services. Because if they do not provide good services to their
swimmers then it may affect the brand image of the pool's authorities to great extent. On other
hand Chan, (2016) has argued that quality services does not impact on the customer's satisfaction
level. People always want facilities and if there are satisfactory facilities such as shower room,
and other facilities then people will feel satisfied. Services do not impact on the satisfaction level
of the swimmers. If Victoria swimming pool is able to provide satisfactory facilities to its
swimmers then they will feel satisfied and will like the environment of the place. In such
condition people will get associated with the brand for longer duration and will enjoy its
facilities.
As per the view of Manurung, (2016) customer satisfaction is completely depends upon
the specific needs of the person. Some people want luxurious facilities in the swimming pools
while other want only swimming water (Hong Kong’s Victoria swimming pool Complex Using
Hanovia UV to Treat Indoor Pools and Rainwater, 2017). If water is good and depth of
swimming pool is average then it may help in satisfying needs of swimmers. Customer
satisfaction is strongly linked with the services provided by the organization. It influences the
behaviour of the persons and make them loyal towards the pool by this way people be connected
with the pool for longer duration. Service attributes directly makes people positive towards the
swimming pool.
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