Marziye ParsaAsl; seyeed reza hosseininia; reza andam
Abstract
Objectives: The main purpose of this study was to identify and analyze the service quality components in sports places using the DEMATEL technique.Methodology: The research method is descriptive-survey. The statistical population of the research consisted of sports management professors, heads and supervisors ...
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Objectives: The main purpose of this study was to identify and analyze the service quality components in sports places using the DEMATEL technique.Methodology: The research method is descriptive-survey. The statistical population of the research consisted of sports management professors, heads and supervisors of sports boards and athletes of the national team Mashhad city, 12 persons were selected as snowball among them. A researcher-made questionnaire was used for collecting data that was analyzed by DEMATEL technique.Results: The results of the research showed that the component of the training programs is the most important component and has the most effect on other components. Also, the component of the club's reputation is most influential from other components of the research.Conclusion: Therefore, sports places managers should pay attention to these factors in order to obtain more satisfaction and profitability by gaining competitive advantage than other competitors
Mehdi Khatibzadeh; hashem kozechiyan; afshar honarva; Hosin Sadeghi Saghdel
Abstract
Objective: Attendance of spectators at sporting events makes high economic income and the quality of sport venue is one of the most important factors influencing spectator’s attendance at sporting events. So, the purpose of this study was to investigate different factors affecting service quality ...
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Objective: Attendance of spectators at sporting events makes high economic income and the quality of sport venue is one of the most important factors influencing spectator’s attendance at sporting events. So, the purpose of this study was to investigate different factors affecting service quality in Azadi stadium. Methodology: The research method was descriptive – correlation and the statistical sample consisted of 265 spectators attended to Tehran’s Azadi stadium for watching a football game between Esteghlal and Persepolis. The research instrument was Shonk’s Ph.D. dissertation questionnaire. The face and content validity was approved by opinion of sport management instructors and the reliability was verified by the coefficient of Cronbach’s alpha, (α=0/89). The SPSS16 was used for description of variables and testing the research hypothesizes (P<0/05). Also, LISREL software was used for doing Confirmatory Factor Analysis. Results: The result showed “environment of stadium” (factor loading= 0/85), “interaction of staff” (factor loading= 0/73), “price of service and products” (factor loading= 0/71) and “access quality of sport venue” (factor loading= 0/57) had significant effect on sport venue quality. Also, the results of Friedman test showed “access quality of sport venue” (Mean rank= 3/37), “interaction of staff” (Mean rank= 2/22), “environment of stadium” (Mean rank= 2/26) and “price of service and products” (Mean rank= 2/16), respectively, are the most important factors affecting the quality of Azadi stadium. Conclusion: According to the results it can be concluded that from the view point of spectators the environment of stadium have the most effect on the service quality in Azadi stadium that should be noted more than the other variables
Mahmoud Fazel Bakhsheshi; Najaf Aghaei; Hussein Akbari Yazdi Akbari Yazdi
Abstract
Objective: The aim of this study was to analyze the quality function deployment in faculty of physical education and sports science of Kharazmi university based on SERVQUAL model. Methodology: The survey was descriptive-applied and the data collection was mixed method (quantitative and qualitative). ...
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Objective: The aim of this study was to analyze the quality function deployment in faculty of physical education and sports science of Kharazmi university based on SERVQUAL model. Methodology: The survey was descriptive-applied and the data collection was mixed method (quantitative and qualitative). The study population included all students (N=850) in the first and second semester of 2013-2014. For interviews, statistical sample was selected by non-probability sampling and continued to reach theoretical saturation (n=32). Stratified random sampling was used to select individuals who would respond survey questionnaire and sample size was determined by Cochran’s Q formula (n=265). After in-depth and semi-structured interviews, the 114 needs were detected as customer voices in faculty of physical education and sports science of Kharazmi university. After classification and summarizing of the needs using SERVQUAL, a 50-items questionnaire was prepared in two dimensions of the expected quality and perceived quality including five components which were human resources quality, training services, research services, welfare services and administrative and management services. Results: The results of descriptive and inferential test (Kolmogorov-Smirnov, Friedman and paired-samples t-test) represented a significant negative gap in all detected needs and components. Moreover, customers’ expectations and percetions were ranked too. Conclusion: In total, with regard to the results, the officials of physical education and sports science faculty are recommended to bridge the gap between expectations and perceptions of students. Through this way, they can develop the service quality in the faculty of physical education and sports science.
Mehdi Khatibzadeh; Hashem Koozehchian; Afshar Honarvar; Hossin Sadeghi Saghdel
Abstract
Objective: The service quality, satisfaction and intent to return have been always considered a controversial issue. So, the purpose of this study was to investigate the relationship between service quality with satisfaction and the intent to return of sport tourists.Methodology: The research method ...
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Objective: The service quality, satisfaction and intent to return have been always considered a controversial issue. So, the purpose of this study was to investigate the relationship between service quality with satisfaction and the intent to return of sport tourists.Methodology: The research method was descriptive – correlative and done as a field study. The statistical sample consisted of 265 tourists attending Tehran’s Azadi stadium to watch the football game between Esteghlal and Persepolis. The research instrument was a questionnaire that had been used in Shonk’s Ph.D. dissertation. The face and content validity was verified by the sport management experts and the construct validity was approved by Exploratory Factor Analysis and. The reliability was also verified by Cronbach’s alpha method (α=0.89). The SPSS19 was used to do descriptive statistics and exploratory factor analysis. Also, Confirmatory Factor Analysis and structural equation modeling (SEM) were done by LISREL.Results: The results showed that satisfaction didn’t mediate the relationship between service quality and the intent to return of sport tourists. Although, satisfaction had a significant effect on the sport tourists' intent to return, the service quality had greater effect on sport tourists' intent to return. Moreover, the influence of service quality on satisfaction was significant.Conclusion: According to the results, it can be concluded that development of sport tourism service quality and its related factors increase sport tourists' satisfaction and their intent to return.
Mohsen Ismaeili; Mohammad Ehsani; Hashem Kozechih; Habib Honari
Volume 5, Issue 1 , May 2016, , Pages 137-152
Abstract
Objective: The aim of this research was to design a model of market orientation to affect customer behavior and service quality in water recreational sport centers. Methodology: The research type was applied and descriptive. Statistical populations was the individuals in water sport centers which five ...
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Objective: The aim of this research was to design a model of market orientation to affect customer behavior and service quality in water recreational sport centers. Methodology: The research type was applied and descriptive. Statistical populations was the individuals in water sport centers which five biggest centers were selected. Sampling method was stratified and there were two groups including customers and staff. The tools were questionnaire, interview, observation, and library study. Data was analyzed using SEM method with by AMOS and SPSS software. Results: Results showed market orientation did not have directly significant influence on customer behavior, but had influence on service quality and this variable can be considered as a mediator between market orientation and customer behavior. Also, market orientation culture had greater impact on service quality in comparison with market intelligence. Among components of service quality, proportionality variable had greatest regression weight. There was significant relationship between market intelligence and market orientation culture. Conclusion: To develop the marketing strategies, sport center managers should consider the factors such as customer orientation, competitor orientation, inter functional coordination, and knowledge of the market environment. In order to develop service quality, they should improve innovation, creativity, and attractiveness in their operations.
Nooshin Benar; HamidReza Goharrostami; Hakimeh Mehralitabar
Volume 5, Issue 1 , May 2016, , Pages 153-168
Abstract
Abstract Objective: The purpose of this paper was the comparison of attitude and behavior of customers towards physical fitness services centers in Rasht.. Methodology: This paper was a descriptive survey held as field study. The population included all of the customers of physical fitness service centers ...
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Abstract Objective: The purpose of this paper was the comparison of attitude and behavior of customers towards physical fitness services centers in Rasht.. Methodology: This paper was a descriptive survey held as field study. The population included all of the customers of physical fitness service centers in Rasht which four hundreds of them were selected by cluster sampling. The research tools were five questionnaires including demographic features, sport services quality, customer's satisfaction, customer's loyalty and repurchase intention which are validated by eight management experts and the reliability by Cronbach̓'s alpha test was α=0.96. Results: The results showed that there was significant difference between service quality based on the variables of sex, age, and the length of customer's participation in club (p≤0.05). There was also significant difference between customers loyalty based on the times they were present in clubs. Moreover, there was significant difference between repurchase intention based on the age. Conclusion: In order to achieve satisfaction, permanent loyalty and customers' coming back, the managers of physical fitness services centers can classify customers based on human traits as well as identify their expectations and requirements and offer products regard to their demands.
Mahdi Khatibzadeh; Hashem Koozechian; Afshar Honarvar
Volume 5, Issue 1 , May 2016, , Pages 169-184
Abstract
Objective: The interaction between service quality, customer satisfaction and loyalty has been always a controversial issue. So, the purpose of this study was to investigate the relationship between service quality, satisfaction and the intention to return of sport tourists.Methodology: The research ...
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Objective: The interaction between service quality, customer satisfaction and loyalty has been always a controversial issue. So, the purpose of this study was to investigate the relationship between service quality, satisfaction and the intention to return of sport tourists.Methodology: The research method was descriptive–correlation and the statistical sample consisted of 265 tourists attending Tehran’s Azadi stadium for watching a football game between Esteghlal and Persepolis. The research instrument was a questionnaire that had been used in Shonk’s Ph.D. dissertation. The validity was approved by doing exploratory factor analysis and the opinions of sport management experts. The reliability was verified by Cronbach’s alpha method (α=0.89). The SPSS19 was used to do descriptive statistics and exploratory factor analysis. Also, confirmatory factor analysis and structural equation modeling (SEM) were done by LISREL.Results: The results showed satisfaction didn’t mediate the relationship between service quality and the intention to return of sport tourists. Although, satisfaction had a significant effect on sport tourist’s intention to return, the service quality had greater effect on sport tourist’s intention to return. Also, the influence of service quality on satisfaction was significant.Conclusion: According to the results, it can be concluded that increasing sport tourism service quality and its related factors increase sport tourist’s satisfaction and their intention to return.
Hamid Reza Goharrostami; Seyad Morteza Azimzadeh
Volume 4, Issue 2 , June 2015, , Pages 42-56
Abstract
Objective: As society advances economically, matures culturally, and increases its knowledge, the societal demands for quality service increase. Therefore, performance of sport organizations is measured by both efficiency (resource utilization) and effectiveness (customer satisfaction) in terms ...
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Objective: As society advances economically, matures culturally, and increases its knowledge, the societal demands for quality service increase. Therefore, performance of sport organizations is measured by both efficiency (resource utilization) and effectiveness (customer satisfaction) in terms of service quality delivery for sport customers. The purpose of this research was to determine relationship between service quality and participants’ satisfaction in health stations of Tehran parks. Methodology: The present study is descriptive.For data collection, field study and questionnaire were used. The population included the participants in sport programs of parks’ health stations in district 6 of Tehran municipality. 210 of the population were randomly selected. Results: The results showed that there was no significant relationship between demographic variable with overall satisfaction but there was a significant relationship between frequencies of week at health station with overall satisfaction. Conclusion: Service quality dimensions in this research influenced on results quality and results quality affected overall satisfaction. In fact, result quality as process variable and mediator between service quality and overall satisfaction should be considered in sport.
Esmaeil Sharifian; Vahid Saatchian; Masood Yamini Firouz; Mansoor Firouzi; Zaynab Mohamad Ali Nasab
Volume 3, Issue 2 , January 2015, , Pages 77-90
Abstract
Abstract Objective: Sport service quality for customers' satisfaction and continuity of the constant presence of customers of these centers is the concerns of the people who use them and the officials and observers. The purpose of this study is to investigate the relationship between swimming pools services ...
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Abstract Objective: Sport service quality for customers' satisfaction and continuity of the constant presence of customers of these centers is the concerns of the people who use them and the officials and observers. The purpose of this study is to investigate the relationship between swimming pools services quality on satisfaction and loyalty of customers to their Future return. Methodology: This study was descriptive-correlational. The population of study included all costumers of swimming pools in Mazandaran out of whom 210 people were selected randomly. To gather data standard questionnaire of service quality (QSS) by Alexandria (1999), customer loyalty (AIS) by Alen (1990), customer satisfaction (OCS) by Victor (2002) and behavioral future intention (BFIS) by Bery (1996) were used. Results: Results indicated that all of variables were important. The mean of satisfaction was the maximum one (M=5.36) and loyalty was the minimum (M=4.49). There was positive and significant relation between service qualities with loyalty, satisfaction and behavioral future intention. Also there was positive and significant relation between customer satisfaction with loyalty and behavioral future intention and finally loyalty had positive and significant relation with behavioral future intention (p≤0.5). Conclusion: Considering the findings of this research, the predictive variables of service quality, customer satisfaction and loyalty have the ability to explain future behavior of customers attending swimming pools. Therefore, it is essential for leaders and managers of swimming pools to increase the quantity and quality of their presentation in order to maintain the loyalty of existing customers and attract new customers. Keywords: Swimming Pool, Service Quality, Satisfaction, Loyalty, Future Return
Mohammadrahim Ramezanian; Rasool Faraji; Farhad Khoshnevis; kazem Danesh Sani
Volume 2, Issue 1 , April 2013, , Pages 65-83
Abstract
AbstractObjective: The purpose of the present study was to investigate service quality in sports’ facilities of Guilan University by using the SERVQUAL model.Methods: This study was descriptive and all the students of Guilan university were the statistical population. Two hundred eighty five students ...
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AbstractObjective: The purpose of the present study was to investigate service quality in sports’ facilities of Guilan University by using the SERVQUAL model.Methods: This study was descriptive and all the students of Guilan university were the statistical population. Two hundred eighty five students (150 male and 135 female) were selected as statistical sample and responded to the SERVQUAL questionnaire (Parasuraman et al, 1985). This questionnaire consists of 22 pairs of questions on a seven-point Likert-type rating scale (of 1: strongly disagree to 7: strongly agree) that can measure five dimensions of the service quality (Tangibles, Reliability, Responsiveness, Assurance and Empathy) in perceptions and exceptions sections. This instrument is a general questionnaire for measuring service quality and have been modified to use in the sports sector by France et al (2010). In this study the validity of the questionnaire was verified by the experts and the reliability was also calculated in a pilot study (α=0.899 and α=0.976 respectively for the perceptions an exceptions questionnaire). Wilcoxon and Fridman, independent t-test and repeated measures tests were used to analyze collected data.Results: The results indicated that there was a negative significant gap between the five dimensions of service quality in sport facilities (p
