Volume 6, Issue 11 (9-2016)                   JRSM 2016, 6(11): 29-39 | Back to browse issues page

XML Persian Abstract Print


Download citation:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:

Doorandish A, Elahi A, Poorsoltani H. The Estimation of Satisfaction & the Intention of Re Attendance Customers Through Service Quality Components in Sport Clubs: Study of Body Building Clubs. JRSM 2016; 6 (11) :29-39
URL: http://jrsm.khu.ac.ir/article-1-2376-en.html
Abstract:   (13352 Views)

Service quality is one of the most important subjects in marketing studies. Literature review shows that this variable is related to many important variables in marketing area. However, there is always this question of which components of service quality are better predictors for satisfaction and future intention of customers. The data gathered by three standard questionnaires: 1- service quality questionnaire of Lio 2- customer satisfaction questionnaire of Oliver; and 3- future intention of customer questionnaire of Lim .350 questionnaires were analyzed that gathered by used of multi-stage sampling among customers of body building clubs from Fars province. Results indicated that between, reliability showed the most of impact on customer satisfaction, while the empathy showed the lowest impact on customer satisfaction. Results, also, indicated that between, reliability and intangibility were respectively showed most of and lowest impact on future intention of customers

Full-Text [PDF 873 kb]   (3490 Downloads)    
Type of Study: Research | Subject: sport management
Received: 2016/09/27 | Accepted: 2016/09/27 | Published: 2016/09/27

References
1. Robinson, L. ( 2006). Customer Expectations of Sport Organizations، European Sport Management Quarterly, 6(1), 67_84.
2. Anderson, E. W., Fornell C, & Lehmann D. R., (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, 58, July, 53-66
3. Parasuraman, A etal. (1991 ). Understanding customer expectations of services, Sloan Management Review, 39- 48
4. Sei-jun, lim. (2006). The influence of service quality on customer satisfaction, attitudinal loyalty, and behavioral future intentions for participation of fitness centers in South Korea: A structural equation modeling approach, unpublished dissertation, Daphne Alabama university.
5. Oliver, R. L.(1993). A conceptual model of service quality and servise satisfaction, Advances in services marketing management, 2, 65-85.
6. Theodorakis, Nicholas & Kambitsis, Chris. (2001). Relationship between measure of service quality and satisfaction of spectators in professional, Sports. Managing Service Quality, 11(6), 431-438.
7. Choi, Jong, Pill. (2001) . The influence of service quality on customer satisfaction and repurchase intentions at fitness clubs in south Korea, unpublished Dissertation, The University of New Mexico.
8. Pedragosa, V., Correia, A. (2009). "Expectations, satisfaction and loyalty in health and fitness clubs", international journal of sport management and marketing, Vol. 5, No. 4, PP: 450-464
9. Choi. Jing. Pill. (2001).”The influence of service quality on customer satisfaction and repurchase intentions at fitness clubs in south korea”. Dissertation The University of New Mexico
10. Afthinos, Yanni. (2006). Customers’ expectations of service in Greek fitness centers, Managing Service Quality , 245-258-
11. Jeoung, halk, lee. (2010). the influence of service quality, satisfaction and intention: A gender segmentation strategy, sport management Review.
12. Yi Chin Liu. (2008). An analysis service quality, customer satisfaction and customer loyalty of commercial swim clubs in Taiwan, unpublished dissertation, Daphne Alabama university
13. Lin, P. Y. (2004). Research of Service Quality, Customer Satisfaction, and Customer Loyalty in Taipei Sports Center. Master Dissertation, National Pingtung University of Education, Pingtung, Taiwan.
14. Wu, C. M. (2005). A Survey of Quality of Service, Satisfaction, and Loyalty in Members of Fitness Center-An Example of Ebullient Fitness Center. Master Dissertation, Taipei Physical Education College, Taipei, Taiwan.
15. Chen, C. T. (2005). A Study on Customer Satisfaction and Behavioral Intentions of Service Quality for Fixed Network Communication -An Example of Chunghwa Telecom Company Kaohsiung. Master Dissertation, Yi- Shou University, Kaohsiung, Taiwan
16. Mcdougall, G. H ., Berry, L, L & Yadav, M.S.( 2000). Customer satisfaction with service: Putting perceived value into the equation. Journal of service Marketing, 392-410.

Add your comments about this article : Your username or Email:
CAPTCHA

Rights and permissions
Creative Commons License This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

© 2024 CC BY-NC 4.0 | Research in Sport Management and Motor Behavior

Designed & Developed by : Yektaweb