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

Gholamreza Barshan, Alireza Elahi and Najaf Aghaei
Additional contact information
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.

International Review of Management and Marketing, 2017, vol. 7, issue 2, 334-339

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

Keywords: Satisfaction; Attitudinal Loyalty; Sport; Intention to Revisit (search for similar items in EconPapers)
JEL-codes: M31 M37 Z32 (search for similar items in EconPapers)
Date: 2017
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://www.econjournals.com/index.php/irmm/article/download/4431/pdf (application/pdf)
http://www.econjournals.com/index.php/irmm/article/view/4431/pdf (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eco:journ3:2017-02-48

Access Statistics for this article

International Review of Management and Marketing is currently edited by Ilhan Ozturk

More articles in International Review of Management and Marketing from Econjournals
Bibliographic data for series maintained by Ilhan Ozturk ().