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

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

International Journal of Academic Research in Business and Social Sciences, 2014, vol. 4, issue 12, 434-444

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

Keywords: Private clubs; public clubs; Gap; service quality; SERVQUAL model (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:hur:ijarbs:v:4:y:2014:i:12:p:434-444

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