GV16 : The Comparison of Service Quality, Customer Satisfaction and Loyalty in Private and Public Fitness and Aerobic clubs
Thesis > Central Library of Shahrood University > Physical Education > MSc > 2012
Authors:
Abstarct: Desire to services provide with quality, Is essential for survival and profit service organizations. So that according to the service in parts of the country's sports, especially sport clubs at the present time is a vital tool in gaining competitive advantage between these centers. The purpose of this study was the comparison of service quality, customer satisfaction and loyalty in private and public fitness and aerobic clubs in the city of Sabzevar. The study was comparison and the statistical population include all woman costumers of fitness and aerobic centers in Sabzevar. The statistical sample according to the Morgan were selected 341 Person and sampling was done randomly. In this study, all public and private clubs (20 public club and 20 Private club ) were in the range of research. To gather information, we used a standard questionnaire of Yi China Liu (2008). content validity of the questionnaire was determined by professors and method backward-forward and Reliability through Cronbach’s alpha coefficient (α =0/98). For data analysis, we used of descxriptive statistics (Calculated scattering parameters such as mean and standard deviation) and inferential (mann-withny U and independent - sample t test ) to test research hypotheses. Survey findings showed that there is significant difference between service quality in private and public fitness and aerobic clubs and also there is significant difference between the components of service quality such as tangible, reliability, responsiveness, assurance, empathy in private and public clubs. Also was seen significant difference between customer satisfaction of private and public clubs and also the Components of corporate image, personnel, convenience, promotion and equipment in private and public clubs. Significant difference was between customer loyalty to Private and Public clubs and there was exist significant difference between the components of customer loyalty (attitudinal loyalty, behavioral loyalty) to private and public clubs.
According to recent research findings, is essential until fitness and aerobic club managers should play a great role in customer satisfaction by stating on their promises and providing more tangible services to attracting loyal customers. The realization of such a thing, probably will be made greater customer satisfaction and continuous profitability club.
Keywords:
#Sport marketing #Future behavioral intention #Customers Link
Keeping place: Central Library of Shahrood University
Visitor:
Keeping place: Central Library of Shahrood University
Visitor: