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Impact of Service Quality on Satisfaction, Loyalty and Intention to Revisit of Sport Customers: The Case Study of Swimming Pools in Alborz Province

Author

Listed:
  • Gholamreza Barshan

    (Master of Art in Sport Management, Kharazmi University, Tehran, Iran,)

  • Alireza Elahi

    (Department of Sport Management, Kharazmi University, Tehran, Iran,)

  • Najaf Aghaei

    (Department of Sport Management, Kharazmi University, Tehran, Iran.)

Abstract

The aim of this research was to determine the effect of customer satisfaction and loyalty attitude and willingness of the pools was Alborz Province. The research methodology was correlational the field. The population of this study was all Alborz province pools, male customers were used for the completion of questionnaires. The samples of this study were 361 persons. The questionnaire used in the study consisted of Loyalty questionnaire of Su (2004), service quality and satisfaction scale of Liu (2008) and intention to revisit of Lim (2006). The face and content validity is confirmed by panel of experts and the reliability of components was estimated by Cronbach’s Alpha in this way: Satisfaction (0.913), attitudinal (0.754), and attendance tendency (0.696). Data analysis was performed using LISREL software. In Diagram 1 LISREL software output is in standard mode. Results LISREL output indicates that the dimension of quality of services including tangibility, reliability, responsiveness, assurance and empathy have the effect of 0.33, 0.16, 0.15, 0.21 and 0.27% on overall satisfaction respectively. Also attitudinal loyalty has the effect on 0.61% and behavioral loyalty has the effect of 0.24 on intention to revisit of customers

Suggested Citation

  • Gholamreza Barshan & Alireza Elahi & Najaf Aghaei, 2017. "Impact of Service Quality on Satisfaction, Loyalty and Intention to Revisit of Sport Customers: The Case Study of Swimming Pools in Alborz Province," International Review of Management and Marketing, Econjournals, vol. 7(2), pages 334-339.
    • Handle: RePEc:eco:journ3:2017-02-48
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    References listed on IDEAS

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    1. Bodet, Guillaume, 2008. "Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships," Journal of Retailing and Consumer Services, Elsevier, vol. 15(3), pages 156-162.
    2. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    3. Chen, Ching-Fu, 2008. "Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(4), pages 709-717, May.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Satisfaction; Attitudinal Loyalty; Sport; Intention to Revisit;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M37 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Advertising
    • Z32 - Other Special Topics - - Tourism Economics - - - Tourism and Development

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