| Traditionally, entertainment services have not been managed with any significant consideration of the following five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. Managing entertainment services by utilizing the dimensions of service quality has the potential to improve society by enhancing the quality of life of the individuals who use and enjoy entertainment services. The purpose of this quantitative comparative study was to improve the strategic management of entertainment services by comparing expectations and perceptions of service quality for entertainment service providers and customers. Inferential statistics showed statistically significant differences between expectations and perceptions among service providers and customers with respect to the five dimensions of service quality. The differences between the expectations and perceptions among service providers and customers indicate that there is room for improvement in the quality of entertainment services. Future research should focus on expanding the sample population to other locations to eliminate geographical biases in addition to getting a more accurate representation of the United States, utilize other mediums for data collection such as telephone, personal interviews, and direct mail and more sectors should be explored within the entertainment industry. |
