University of Tehran Sport Management Journal 2008-9341 9 2 2017 08 23 An Evaluation of Service Quality of Private Clubs in Lorestan Province Using SERVQUAL Model An Evaluation of Service Quality of Private Clubs in Lorestan Province Using SERVQUAL Model 213 228 62980 10.22059/jsm.2017.62980 FA Ehsan Tatari Hasan Gavyar PhD Student of Sport Management, Tarbiat Modares University 0000-0003-2063-9584 Mohammad Ehsani Professor of Sport Management of Tarbiat Modares University, Department of Physical Education 0000-0002-6014-0828 Hashem Kozehchian Professor of Sport Management of Tarbiat Modares University, Department of Physical Education Journal Article 2014 02 10 A aim of this study was to evaluate quality service of private clubs in Lorestan province using SERVQUAL model. The research method was descriptive-survey conducted as a field. The population of this study consisted of customers and managers of 60 private clubs. 52 clubs were selected by Morgan table and 155 questionnaires were distributed among their customers and managers. Two questionnaires were used to collect data: Yi-Chin Liu standard questionnaire (α=0.81) to survey customers’ expectations and perceptions and a researcher-made questionnaire (α=0.85) to determine five gaps of SERVQUAL model. The validity and reliability of each questionnaire were approved by professors. The results showed that in all dimensions of quality service in private clubs, there was a significant difference between favorable situation and existing situation (P<0.001). Also, the results of Friedman test (to rank dimensions of service quality) showed that credibility achieved the highest mean in both favorable situation and existing situation. Analysis of the five gaps showed that gaps 2, 4 and 5 were positive and 1 and 3 were medium or close to standard. A aim of this study was to evaluate quality service of private clubs in Lorestan province using SERVQUAL model. The research method was descriptive-survey conducted as a field. The population of this study consisted of customers and managers of 60 private clubs. 52 clubs were selected by Morgan table and 155 questionnaires were distributed among their customers and managers. Two questionnaires were used to collect data: Yi-Chin Liu standard questionnaire (α=0.81) to survey customers’ expectations and perceptions and a researcher-made questionnaire (α=0.85) to determine five gaps of SERVQUAL model. The validity and reliability of each questionnaire were approved by professors. The results showed that in all dimensions of quality service in private clubs, there was a significant difference between favorable situation and existing situation (P<0.001). Also, the results of Friedman test (to rank dimensions of service quality) showed that credibility achieved the highest mean in both favorable situation and existing situation. Analysis of the five gaps showed that gaps 2, 4 and 5 were positive and 1 and 3 were medium or close to standard. https://jsm.ut.ac.ir/article_62980_9cc51c70b7d1ce7a6710af35f27b550f.pdf