The Study of Customer experiences and satisfaction of service in Aquatic sports clubs

Document Type : Research Paper

Authors

Universiry of Tehran

Abstract

Abstract
The purpose of the present study was the study of Customer experiences of the service Aquatic sports clubs. The current research is correlational and practical. A researcher - made questionnaire was administered and its reliability was approved by the professors and experts in this field. Its validity was controlled by the alpha Cronbach test. 385 questionnaires were delivered and among them, 250 were filled out and gathered. The sample data used in the present study were all customers of these aquatic sport clubs in Kish Island. The number of the sample was selected due to their availability. In order to describe the demography of the replicants and questions descriptive statistics and in the field of inferential statistics, internal consistency and conformity factor analysis, structural equation modeling were used. To do so MS-Excel SPSS ver 18 and Lisrel ver 8.80 software were chosen. The results of the study revealed that based on costumer experiences of service in Aquatic sports clubs all the relations of the conceptual model were significant except Received value of the variable loyalty. . In other words, the changes in the received value don’t have a significant influence on the loyalty criteria, but its impact can be verified by the satisfaction criteria
 

Keywords

References

-       حاج‌کریمی، عباسعلی؛ مکی‌زاده، وحید؛ جمالیة بسطامی، بهتاش (1388). "بررسی ارتباط کیفیت مواجهه خدمت و وفاداری مشتریان در سازمان‌های خدماتی تجاری". نشریة چشم‌انداز مدیریت. شمارة 32. ص 47-29.
-       سید‌عامری، میر‌حسین؛ بهرامی، سوران؛ صیادی، محمد امین (1391). "بررسی رابطة بین کیفیت خدمات با رضایتمندی و وفاداری مشتریان اماکن ورزشی سر پوشیدة دولتی و خصوصی شهر ارومیه". فصلنامة علمی پژوهشی پژوهش‌های کاربردی در مدیریت ورزشی. دورة 1. شمارة 3. ص 18-11.
-       شکاری، غلامعباس؛ رأفتی، محمد (1391). "بررسی و سنجش کیفیت خدمات بر اساس مدل servperf و رابطة آن با وفاداری مشتری در بانک سامان". شمارة 88. ص 107-98.
-       علی‌دوست قهفرخی، ابراهیم؛کوزه‌چیان، ‌هاشم؛ جلالی فراهانی، مجید؛ترکی، مریم (1389). "بررسی و مقایسة رضایتمندی مشتریان زن باشگاه‌های بدن‌سازی خصوصی و دولتی شهر تهران". نشریة مدیریت ورزشی. شمارة 5. ص 140-127.
-      کوزه­چیان هاشم، گوهر رستمی، حمید رضا؛ احسانی، محمد (1388). "مقایسة رضایتمندی مشتریان باشگاه‌های بدن‌سازی خصوصی و دولتی مردان شهر تهران". نشریة مدیریت ورزشی (حرکت). شمارة 1. ص 49-37.
-  Bodet G (2006). “Investigating Customer Satisfaction in a Health Club Context by an Application of the Tetra Classe Mode”. European sport management quarterly. 6 (2). pp 149-165.
-  Brady M.K,Voorhees C.M, Cronin J.J; Bourdeau B.L (2006). “The Good Guys Don’t Always Win: The Effect of Valenceon Service Perceptions and Consequences”. Journal of Services Marketing, 20 (2).  pp 83–89.
-  Caruana A (2002). “Service loyalty: The Effects of Service Quality and the Mediating Role of Customer Satisfaction”. European Journal of Marketing. 36 (7/8). pp 811−828.
-  Clemes M.D, Brush G.J, & Collins M. J (2011). “Analysing the Professional Sport Experience: A Hierarchical Approach. Sport Management Review”. 14 (4). pp 370–388.
-  Fecikova I (2004). “An Index Method for Measurement of Customer Satisfaction”. The TQM Magazine Vol 16 (1). pp 57-66.
-  Fredrick A. Frost B. & Mukesh U (2000). “Inter Survival-an Internal Adoption of the GAP Model in a Large Service Organization”. Journal of Service Marketing. 14 (5). pp 358-377.
-  Gallarza M.G, GilSaura I.G; Holbrook M.B (2011). “The Value of Value: Further Excursions on the Meaning and Role of Customer Value”. Journal of Consumer Behaviour, Vol 10. pp 179–191.
-  Homburg C. Koschate N. & Hoyer W.D (2005). Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay. Journal of Marketing, 69 (2). 84–96.
-  Howat G ; Assaker G. (2012). The Hierarchical Effects of Perceived Quality on Perceived Value, Satisfaction, and Loyalty: Empirical Results from Public”, Outdoor Aquatic Centres In Australia. 185. pp1-17.
-  Howat G. Crilley G. & Mc Grath R (2008). “A Focused Service Quality, Benefits, Overall Satisfaction and Loyalty Model for Public Aquatic Centers”. Managing Leisure, 13(3). pp 1–23.
-  Lam E.T.C, Zhang J.J & Jensen B.E (2005). “Service Quality Assessment Scale (SQAS): An Instrument for Evaluating Service Quality of Health-Fitness Clubs”. Management in Physical Education and Exercise Science. 9. pp 79-111.
-  Lee J.H, Kim H.D, Ko Y.J, Sagas M (2010). “The Influence of Service Quality on Satisfaction and Intention: A Gender Segmentation Strategy”. Sport Management Review. 14 (1). PP 54-63.
-  Li X; Petrick J. F (2010). “Towards an Integrated Model of Loyalty Formation: The Role of Quality and Value. Leisure Sciences”.32. pp 201–221.
-  Rundle T. S (2005). “Exploring Loyal Qualities: Assessing Survey-Based Loyalty. Journal of Services Marketing”. 19 (7). pp 492–500.
-  Silcox S. & Soutar G.N (2009). “Patrons’intentions to Continue Using a Recreation Centre: A Suggested Model. Managing Leisure”. 14 (3). pp 177–194.
-  Su L, Yen A (2004). “Customer Satisfaction Measurement Practice in Taiwan Hotels”. Hospitality Management. 23(4). pp 397-408.
-  Theodorakis N D, Kostas A, Tsigilis N, Karvounis S (2013). “Predicting Spectators’ Behavioural Intentions in Professional Football: The Role of Satisfaction and Service Quality”. 16. pp 85-96.
-  Tsiotras G, Tsitskari E.D (2006). “Measuring Service Quality in Sport Services. Total quality management”. 17(5). pp 623-631.
Applied Research in Sport Management
Volume 4, Issue 3 - Serial Number 15
February 2016
Pages 67-78

Files

History

  • Receive Date: 06 July 2014
  • Revise Date: 13 January 2015
  • Accept Date: 03 March 2015

Share

How to cite

Statistics