Sport Physiology & Management Investigations

Sport Physiology & Management Investigations

Performance Analysis of School Sports Hours Service Quality Based on the SERVQUAL Model

Document Type : Original Article

Authors
Eisa Reiesi 1
Rouhallah Ershadi 2
BI BI Fakhrosadat Hashemi 2
Jamshid Hemati Moradabadi 3
Seyed Ehsan Amirhosseini 4
1 Department of Sports management, Ki.C., Islamic Azad University, Kish, Iran.
2 Department of Physical Education and sport science, Bu.C., Islamic Azad University, Bushehr, Iran
3 Department of Physical Education and sport science, Be.C., Islamic Azad University, Behbahan, Iran
4 Department of Physical Education and sport science, Yas.C., Islamic Azad University, Yasouj, Iran
10.22034/spmi.2026.535302.2768
Abstract
The purpose of this research was to analyze the performance of the quality of school sports hours services based on the SERVQUAL model. This study was applied in terms of purpose and descriptive-survey method. The statistical population of this study included all physical education teachers, principals of SAMA schools, and professors of Islamic Azad University active in these schools in the academic year 1403-1404 who were selected through available sampling and online (N=362). A researcher-made questionnaire was used to collect data. The face and content validity of the research (11 sports management professors) and the reliability of the research instrument (Cronbach's alpha coefficient and composite reliability) were confirmed. SPSS25 and Smart PLS4 software were used. The results showed that the variables of physical dimensions (0.864), assurance (0.876), reliability (0.787), empathy (0.912), and responsiveness (0.892) have a significant role in explaining the performance of school sports hours services quality. Overall, these results indicate that improving the quality of sports services in schools requires simultaneous attention to objective components (such as facilities and equipment) and subjective components (such as staff behavior and interaction with students). Among these dimensions, empathy was identified as the strongest predictor of service quality with the highest impact coefficient.
Keywords
Assurance
Empathy
Reliability
Accountability
Sport