Document Type : Research Paper
Author
Abstract
The purpose of present study was to study of Service quality in Tehran sport clubs based on SERVQUAL model. Statistical population of the research was all Tehran sport clubs clientele (about 100000 persons). On the basis of Morgan table, 400 persons were random-cluster selected. In order to achieving the required data, researcher made questionnaire was used that its validity was confirmed by the 15 experts and its reliability was studied in a preliminary study with 30 subjects and was confirmed by Cronbach’s Alpha of 0.92. In order to achieving to the research purposes, the descriptive and inferential statistics methods such as Kolmogorov-Smirnov, one sample T-test, Friedman test, Man-whitney U test, Wilcoxon test, and binominal test were used. The results taken from this research show that there is a significant difference between Expectations and perceptions. Priority of the perceptions was as follows: Politeness and trust (MR=3/22, 2χ=39/56,P<0.05). Also Priority of the Expectations was as follows: capability of confidence (MR=3/24, 2χ=41/401,P<0.05). Regarding results of the research, sport clubs managers must increase your Service quality based on clientele's attitude and try on its.
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