1 کارشناس ارشد مدیریت ورزشی دانشگاه تهران
2 استاد دانشگاه تهران
3 دانشیار دانشگاه تهران
4 دکتری مدیریت ورزشی دانشگاه تهران
عنوان مقاله [English]
The aim of this study was to assess service quality of private and public sport clubs with SERVQUAL model. The population consisted of all customers of private and public sport clubs in Sabzevar city who had at least 6 months of sport participation in sport clubs and the sample consisted of 196 customers. A two-section questionnaire including a demographic survey and service quality questionnaire by Yi-Chin Liu (2008) was used to collect the data. For data analysis of demographic characteristics, descriptive statistics were used and Kolmogorov-Smirnov test, independent sample t test and confirmatory factor analysis were used in inferential statistics. The results showed a significant difference in service quality and all SERVQUAL aspects including tangibles, reliability, responsiveness, assurance and empathy between private and public sport clubs, that is to say these factors in private clubs were more than public clubs. Confirmatory factor analysis result showed that assurance (factor load=0.92) was the most important and reliability (factor load=0.89) was the least important factor in SERVQUAL priorities of both types of clubs. As service quality of the private sport clubs was better than service quality of the public sport clubs, it is suggested that officials should pay more attention to the policy of sport privatization especially sport clubs.
16. هاشمی، سید مهدی. (1386). «مقایسه رضایتمندی مشتریان استخرهای سرپوشیده دولتی وخصوصی استان مازندران». پایان نامه کارشناسی ارشد دانشگاه شمال. ص:118.