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The Comparison of Service Quality in Public and Private Clubs in Lorestan Province using SRERVQUAL Model

Author

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  • Mohammad Ehsani
  • Hashem Kozechian
  • Ehsan Tatari Hassan Gaviar
  • Sirus Jafari Zafar Abadi

Abstract

This study aimed to compare the service quality of public and private clubs in lorestan province using SRERVQAL model. This was a descriptive- survey field study. The population consisted of 310 subjects including the managers and costumers of private and public clubs. The research tool was two questionnaires: standard questionnaire (a= 0/81) which was used for studying the expectations and perceptions of consumers and researcher made questionnaire which was used for determining the five gaps rate of SERVQUAL model. Their validity and reliability was confirmed by professors. The results showed that there was great difference between public and private clubs in all dimensions of service quality (appearance/objective factors/validity/responsibility/trust)(P

Suggested Citation

  • Mohammad Ehsani & Hashem Kozechian & Ehsan Tatari Hassan Gaviar & Sirus Jafari Zafar Abadi, 2014. "The Comparison of Service Quality in Public and Private Clubs in Lorestan Province using SRERVQUAL Model," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(12), pages 434-444, December.
    • Handle: RePEc:hur:ijarbs:v:4:y:2014:i:12:p:434-444
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    Cited by:

    1. Frooghi; R.; Afshan; S.; Waseem; S. N.;, 2016. "The Integration of Loyalty, Satisfaction, and Relationship Commitment Models to Predict Customer Retention in Pakistani Telecom sector," South Asian Journal of Management Sciences (SAJMS), Iqra University, Iqra University, vol. 10(2), pages 56-79, Fall.

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