Date of Award

Spring 2014

Degree Type

Professional Project

Degree Name

Masters in Leadership Studies


College of Professional Studies


This research project seeks to identify areas that the Pettit National Ice Center can address in order to increase customer satisfaction, thereby transforming infrequent users into repeat clientele. One hundred-fifty individuals were surveyed utilizing a mixed methods approach which produced qualitative and quantitative results for analysis. Key recommendations for the Pettit National Ice Center include providing improved customer service, improving the appearance and quality of equipment inside the facility, increasing its online presence, and identifying potential revenue generators.