Document Type : Research Paper
Authors
Assistant Professor of Sport Management, Sport Science Research Institute
Abstract
The aim of this study was to design and validate the questionnaire of employees’ satisfaction from internal services quality in water sports facilities. The population was employees of swimming pools and water recreation centers in Tehran. Samples were selected using Non-targeted method. 284 questionnaires were completed. Data were analyzed using the structural equation modeling, exploratory factor analysis, and first and second-order confirmatory factor analysis. The results showed that the five main factors influencing employees' satisfaction with the quality of internal services centers were leadership, resources, rewards, communications and coworkers. The results also revealed that the leadership factor had the greatest impact on employees’ satisfaction. It is recommended to Sports center's managers to assess the quality of internal services periodically, in order to try to promote their productivity and staff satisfaction.
Keywords
satisfaction of nurses working in teaching hospitals affiliated to Tabriz University of Medical Sciences. Hakim Research Journal, (4), 20-6. (Persian).
2. Aksu, A. A., & Ozdemir, B. (2005). Individual learning and organization culture in learning organizations: Five-star hotels in Antalya Region of Turkey. Managerial Auditing Journal, 20(4), 422-41. (Persian).
3. Azizi, B., Mehrabi, A., Peiri, M., & Jalali, M. (2009). Determining power sources of PEO and its relationship with fitness and employee satisfaction. Sport Management, (3), 119-33. (Persian).
4. Azizi, E., & Zandi Poor, T. (2014). The effect of social skills training with job satisfaction SaipaYadak. Psychological Studies, (2), 51-72. (Persian).
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6. Cashell, B. (2004). Productivity and Wage. Cornell University
7. Du toit, C., & Koekemoer, R. (2003). A labour model for South Africa. South African Journal of Economics, 71(1), 49-76.
8. Esmaeili, M., Ehsani, M., Kuzechian, H., & Honari, H. (2014). Modeling the impact of service quality on loyalty, customer satisfaction, perceived value and future behavior of customers in the sports recreation center. Sport Management Studies, 26, 37-58
9. Fiekçiolua Bülent, & Sava Dumana. (2010). An investigation of job satisfaction levels of sports managers working in amateur sports clubs. Procedia Social and Behavioral Sciences, 2, 4901–5.
10. Gholi Zadeh, M. R., Fani, A. A., & Ahmadvand, A. M. (2010). The effect of leadership style on job satisfaction police force (case study: Department of planning and budget police staff). Police Bimonthly Human Development, 7(28), 29-46. (Persian).
11. Goleman, D. (1999). Working with emotional intelligence. London: Bloomsbury Publishing PLC.
12. Gudarzi, M. A. M. (2009). The relationship between wages and labor productivity in university. New Journal of Industrial/ Organizational Psychology, 1(1), 71-7. (Persian).
13. Hazavei, M. M. S. A. (2007). Effective factors on employees' job satisfaction in Hamedan province. Journal of Behavioral Sciences, 5(1), 47-55. (Persian).
14. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., Jr., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164-74.
15. Izvercian, M., Potra, S., & Ivascu, L. (2016). Job satisfaction variables: A grounded theory approach. Procedia - Social and Behavioral Sciences, 221, 86–94.
16. Kazeruni, A. M. A. (2007). The relationship between productivity and wages in the industrial sector of Iran. Journal of Economic Research Iran, 9(31), 127-50. (Persian).
17. Keles, H. N. (2015). The relationship between learned resourcefulness and job satisfaction: A research on staff of higher education in Turkey. Procedia - Social and Behavioral Sciences, 177, 132–5.
18. Khodayari & et al. (2010). Psychometric properties of the questionnaire to assess job satisfaction and customer satisfaction, Bank Saderat Iran. Journal of the Psychological Gains (Psychology), 4(2), 1-18. (Persian).
19. Kline, R. B. (2011). Principles and practice of structural equation modeling. NY: Guilford Press.
20. Leonard, F. J. (2015). Aspects regarding the correlation between the level of information and the work satisfaction within the University Education of Physical Training and Sport of Pitesti. Social and Behavioral Sciences, 180, 1253–6.
21. Lin, C. T. (2005). A research on the service quality and internal customer’s satisfaction: A case of System Manufacturing Center of Chung-Shan Institute of Science and Technology. (Unpublished master dissertation). Chung Yuan Christian University, R. O. C. Taiwan.
22. McDonald, M. A., & Howland, W. (1998). Principles and practice of sport management. Gaithersburg, M. D: Aspen: 431-51.
23. Naserian, A., Kordlu, H., & Akbari, H. (2014). Relationship satisfaction and quality of service of holding student satisfaction rate of participants in the Olympic games. 2(8), 103-14. (Persian).
24. Nubakht Ramezani, Z., Attari, E., & Sadeghi, N. (2012). Assess the role of sports managers and its relationship with job satisfaction. Journal of Management Development and Transformation, (14), 61-9. (Persian).
25. Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, (49), 41-50.
26. Rezaei Sofi, M., & Shabani, A. (2012). Examine the relationship triggers based on Herzberg's job and job satisfaction sports federations. Applied Research in Sport Management, 2(2), 33-42. (Persian).
27. Rusa, M., & Sandua, M. (2013). Personality factors and job satisfaction levels in military staff employed on a contract basis. Social and Behavioral Sciences, 92, 814–9.
28. Sadeghian, F., Merzaei, M. R., & Baghban, I. (2010). A study of the correlation of organizatin-based self-esteem and organizational commitment and job satisfaction among education employees in Isfahan. Quarterly Journal of Career & Organizational Counseling, 2(4), 115-31. (Persian).
29. Sepahvand, E., & Mohammad Rezaei, R. (2012). Designed to measure and evaluate the factors affecting job satisfaction Municipality. Case study: Metropolitan municipality Ahvaz in 2012. Studies of Urban Management, (12), 75-87. (Persian).
30. Wakeford, J. J. (2004). The productivity-wage relationship in South Africa: An empirical investigation. Development Southern Africa, 21(1), 109-32.
31. Yee, R., Guo, Y., & Yeung, A. (2015). Being close or being happy? The relative impact of work relationship and job satisfaction on service quality. International Journal of Production Economics, 169, 391–400
32. Yueng, H. H. (2016). Beyond safety outcomes: An investigation of the impact of safety climate on job satisfaction, employee engagement and turnover using social exchange theory as the theoretical framework. Applied Ergonomics, 55, 248-57.
33. Zarei, M., & Yosof Zadeh, S. (2009). Communications Manager Skill clarifies the factors and their role in job satisfaction. Journal of Educational Psychology, (2), 29-48, (Persian).
34. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60, 31-46.
2. Aksu, A. A., & Ozdemir, B. (2005). Individual learning and organization culture in learning organizations: Five-star hotels in Antalya Region of Turkey. Managerial Auditing Journal, 20(4), 422-41. (Persian).
3. Azizi, B., Mehrabi, A., Peiri, M., & Jalali, M. (2009). Determining power sources of PEO and its relationship with fitness and employee satisfaction. Sport Management, (3), 119-33. (Persian).
4. Azizi, E., & Zandi Poor, T. (2014). The effect of social skills training with job satisfaction SaipaYadak. Psychological Studies, (2), 51-72. (Persian).
5. Bahrololum, H. (1998). The relationship between organizational culture and management style and job satisfaction of Physical Education Organization working in Tehran. (Unpublished doctrol dissertation). Tehran: Tarbiat Moallem University. (Persian).
6. Cashell, B. (2004). Productivity and Wage. Cornell University
7. Du toit, C., & Koekemoer, R. (2003). A labour model for South Africa. South African Journal of Economics, 71(1), 49-76.
8. Esmaeili, M., Ehsani, M., Kuzechian, H., & Honari, H. (2014). Modeling the impact of service quality on loyalty, customer satisfaction, perceived value and future behavior of customers in the sports recreation center. Sport Management Studies, 26, 37-58
9. Fiekçiolua Bülent, & Sava Dumana. (2010). An investigation of job satisfaction levels of sports managers working in amateur sports clubs. Procedia Social and Behavioral Sciences, 2, 4901–5.
10. Gholi Zadeh, M. R., Fani, A. A., & Ahmadvand, A. M. (2010). The effect of leadership style on job satisfaction police force (case study: Department of planning and budget police staff). Police Bimonthly Human Development, 7(28), 29-46. (Persian).
11. Goleman, D. (1999). Working with emotional intelligence. London: Bloomsbury Publishing PLC.
12. Gudarzi, M. A. M. (2009). The relationship between wages and labor productivity in university. New Journal of Industrial/ Organizational Psychology, 1(1), 71-7. (Persian).
13. Hazavei, M. M. S. A. (2007). Effective factors on employees' job satisfaction in Hamedan province. Journal of Behavioral Sciences, 5(1), 47-55. (Persian).
14. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., Jr., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164-74.
15. Izvercian, M., Potra, S., & Ivascu, L. (2016). Job satisfaction variables: A grounded theory approach. Procedia - Social and Behavioral Sciences, 221, 86–94.
16. Kazeruni, A. M. A. (2007). The relationship between productivity and wages in the industrial sector of Iran. Journal of Economic Research Iran, 9(31), 127-50. (Persian).
17. Keles, H. N. (2015). The relationship between learned resourcefulness and job satisfaction: A research on staff of higher education in Turkey. Procedia - Social and Behavioral Sciences, 177, 132–5.
18. Khodayari & et al. (2010). Psychometric properties of the questionnaire to assess job satisfaction and customer satisfaction, Bank Saderat Iran. Journal of the Psychological Gains (Psychology), 4(2), 1-18. (Persian).
19. Kline, R. B. (2011). Principles and practice of structural equation modeling. NY: Guilford Press.
20. Leonard, F. J. (2015). Aspects regarding the correlation between the level of information and the work satisfaction within the University Education of Physical Training and Sport of Pitesti. Social and Behavioral Sciences, 180, 1253–6.
21. Lin, C. T. (2005). A research on the service quality and internal customer’s satisfaction: A case of System Manufacturing Center of Chung-Shan Institute of Science and Technology. (Unpublished master dissertation). Chung Yuan Christian University, R. O. C. Taiwan.
22. McDonald, M. A., & Howland, W. (1998). Principles and practice of sport management. Gaithersburg, M. D: Aspen: 431-51.
23. Naserian, A., Kordlu, H., & Akbari, H. (2014). Relationship satisfaction and quality of service of holding student satisfaction rate of participants in the Olympic games. 2(8), 103-14. (Persian).
24. Nubakht Ramezani, Z., Attari, E., & Sadeghi, N. (2012). Assess the role of sports managers and its relationship with job satisfaction. Journal of Management Development and Transformation, (14), 61-9. (Persian).
25. Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, (49), 41-50.
26. Rezaei Sofi, M., & Shabani, A. (2012). Examine the relationship triggers based on Herzberg's job and job satisfaction sports federations. Applied Research in Sport Management, 2(2), 33-42. (Persian).
27. Rusa, M., & Sandua, M. (2013). Personality factors and job satisfaction levels in military staff employed on a contract basis. Social and Behavioral Sciences, 92, 814–9.
28. Sadeghian, F., Merzaei, M. R., & Baghban, I. (2010). A study of the correlation of organizatin-based self-esteem and organizational commitment and job satisfaction among education employees in Isfahan. Quarterly Journal of Career & Organizational Counseling, 2(4), 115-31. (Persian).
29. Sepahvand, E., & Mohammad Rezaei, R. (2012). Designed to measure and evaluate the factors affecting job satisfaction Municipality. Case study: Metropolitan municipality Ahvaz in 2012. Studies of Urban Management, (12), 75-87. (Persian).
30. Wakeford, J. J. (2004). The productivity-wage relationship in South Africa: An empirical investigation. Development Southern Africa, 21(1), 109-32.
31. Yee, R., Guo, Y., & Yeung, A. (2015). Being close or being happy? The relative impact of work relationship and job satisfaction on service quality. International Journal of Production Economics, 169, 391–400
32. Yueng, H. H. (2016). Beyond safety outcomes: An investigation of the impact of safety climate on job satisfaction, employee engagement and turnover using social exchange theory as the theoretical framework. Applied Ergonomics, 55, 248-57.
33. Zarei, M., & Yosof Zadeh, S. (2009). Communications Manager Skill clarifies the factors and their role in job satisfaction. Journal of Educational Psychology, (2), 29-48, (Persian).
34. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60, 31-46.
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