Measuring Perceived Service Quality and Its Impact on Golf Courses Performance According to Types of Facilities and User Profile

Virginia Serrano-Gómez, Óscar García-García, Vicente Gambau i Pinasa, Mercedes Fernández-Liporace, Antonio Hernández-Mendo and Antonio Rial-Boubeta
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Virginia Serrano-Gómez: Faculty of Educational Sciences and Sports, University of Vigo, 36005 Pontevedra, Spain
Óscar García-García: Faculty of Educational Sciences and Sports, University of Vigo, 36005 Pontevedra, Spain
Vicente Gambau i Pinasa: Faculty of Sport Sciences and Physical Education, University of Coruña, 15179 Oleiros, Spain
Mercedes Fernández-Liporace: Faculty of Psychology, University of Buenos Aires, Buenos Aires 1207, Argentina
Antonio Hernández-Mendo: Faculty of Psychology, University of Málaga, 29071 Málaga, Spain
Antonio Rial-Boubeta: Faculty of Psychology, University of Santiago de Compostela, 15782 Santiago de Compostela, Spain

Sustainability, 2020, vol. 12, issue 14, 1-17

Abstract: The study was aimed at: (1) Analysing the psychometric features of the QGolf scale, (2) examining the relation between the user’s perceived quality, the club service dimensions, and the golf club performance and, (3) exploring whether a better performance could vary depending on the player’s profile and/or the type of golf course. To do so, 968 users from 13 clubs in north-western Spain golf courses were interviewed. Psychometric and theoretical findings are introduced regarding their further use in field marketing. The causal analysis of covariance structure leads us to state that the human and organisational dimension of the service is key to assess perceived quality. When comparing models, the explanatory power of the Handicap ≥ 20 model was higher than the one concerning Handicap < 20. Thus, the strategy to increase user satisfaction should be quite different depending on whether users are beginners or advanced golf players. Therefore, managers should consider the users’ profiles diversity, their specific needs, and the variety of target-groups involved, on account of the golf course’s interests. This seems the best pathway to achieve sustainability and survival in the area.

Keywords: consumer behaviour; scale; strategies management; industrial golf; loyalty (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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