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.
Keywords
- خمسه، ح. 1390. بررسی و مقایسه رضایتمندی کادر فنی و تکواندوکاران تیم های ملی و لیگ برتری از کیفیت خدمات خانه تکواندو ایران؛ پایان نامه کارشناسی ارشد؛ دانشگاه تهران.
- صوفی زاده ل، فراهانی ا، کشاورز ل، عباسی م. ر. 1390. مقایسه میزان رضایت دانشجویان تربیت بدنی دانشگاههای تهران و تربیت معلم از کیفیت خدمات آموزشی بر اساس مدل سروکوال، پژوهش های فیزیولوژی و مدیریت در ورزش، 5: 89-100.
- فسنقری، ا. 1390. بررسی و مقایسهی کیفیت خدمات و رضایتمندی مشتری در باشگاههای ورزشی خصوصی و دولتی شهرستان سبزوار. پایان نامه کارشناسی ارشد. دانشگاه تهران.
- فعلی، س. 1390. رضایتمندی دانشجویان دانشکده کشاورزی دانشگاه تربیت مدرس از کیفیت خدمات آموزشی ارائه شده به آنها با استفاده از مدل کیفیت خدمات سروکوال. مجله تحقیقات اقتصاد و توسعه کشاورزی ایران، 2(42): 207-199.
- محمودی، ا. 1390. ارتباط بین کیفیت خدمات و رضایتمندی با وفاداری مشتریان باشگاههای ورزشی(بدنسازی و ایروبیک) شهر تهران. پایان نامه کارشناسی ارشد. دانشگاه تهران.
- Alves, A. & Vieira, A. 2006. The SERVQUAL as a Marketing instrument to measure services quality in Higher Education Institutions. Marketing Research and Techniques. ESCE/IPS, Campus do IPS, Estefanilha 2910 SETÚBAL, PORTUGAL.
- Birdogan, B. et al. 2009. An application of integration SERVQUAL an KANO model into QFD for logistics service (case study Turkey). Asia Pacific Journal of Marketing and Logistics, 21(1): 106-125.
- Chowdhary, N. and Prakash, M. 2007. Prioritizing service quality. School of Management, University, Mizoram, Aizawal, India.
- Gronroos, 1984. A Service Quality Model and Its Marketing Implications, European Journal of Marketing, 18(8): 36–44.
- Lai Fujin et al. 2005. An empirical assessment and application of SERVQUAL in mainland China’s mobile communications industry. International Journal of Quality & Reliability Management, 24(3: 244-262.
- Mehrany , S. Farahani, A., Keshavarz, L. Studying and Analyzing the National Olympic and Paralympics Academy's Service Quality Based on SERVQUAL Model, International Journal of Academic Research in Business and Social Sciences, 2(9): 158-166
- Okumufi, A & Duygun, A. 2008. Service Quality measurement on education services marketing and relationship between perceived service quality and student satisfaction. Anadolu University Journal of Social Sciences, 8(2): 17-38.
- Okumufi, A & Duygun, A. 2008. Service Quality measurement on education services marketing and relationship between perceived service quality and student satisfaction. Anadolu University Journal of Social Sciences, 8(2):17-38.
- Oliveira, O & Ferrera, E. 2009. Adaptation and application of the SERVQUAL scale in higher education. POMS 20th Annual Conference, (May 1 to May 4). Relationship Management Approach. 2nd ed. Wiley, Chic Ester.
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. 1985. A conceptual model of service quality and its implication, Journal of Marketing, 49: 41-50.
- Parasuraman, A., Zeithaml, V.A., Berry, L.L. 1998. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1): 12-40
- Yilmaz, V & Filiz Z & Yaprak, B. 2007. Service Quality measurement in the Turkish Higher Education system with SERVQUAL method, 7(1): 299-316.