An Evaluation of Service Quality of Private Clubs in Lorestan Province Using SERVQUAL Model

Tatari Hasan Gavyar, Ehsan; Ehsani, Mohammad; Kozehchian, Hashem

doi:10.22059/jsm.2017.62980

Document Type : Research Paper

Authors

¹ PhD Student of Sport Management, Tarbiat Modares University

² Professor of Sport Management of Tarbiat Modares University, Department of Physical Education

https://doi.org/10.22059/jsm.2017.62980

Abstract

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.

Keywords

References

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Sport Management Journal

An Evaluation of Service Quality of Private Clubs in Lorestan Province Using SERVQUAL Model

References

References

Volume 9, Issue 2
September 2017
Pages 213-228

An Evaluation of Service Quality of Private Clubs in Lorestan Province Using SERVQUAL Model

References

References

Volume 9, Issue 2September 2017Pages 213-228

Volume 9, Issue 2
September 2017
Pages 213-228