The Relationship among Service Quality, Customers Satisfaction and Customers Behavior for Elderly Users of Sports Facilities

2017 ◽  
Vol 70 ◽  
pp. 253-267
Author(s):  
Jae-Hong Lee ◽  
Kwang Baik
Keyword(s):  
Service Quality ◽  
Sports Facilities ◽  
The Relationship ◽  
Elderly Users

scholarly journals THE RELATIONSHIP BETWEEN SPORTS FACILITY SERVICE QUALITY AND CUSTOMER SATISFACTION OF GOR SAPARUA

2021 ◽  
Vol 13 (1) ◽  
pp. 17
Author(s):  
Muhamad Rachmaan Kurniawan ◽  
Yudha Munajat Saputra ◽  
Nurlan Kusmaedi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Public Service ◽  
Human Life ◽  
Sampling Technique ◽  
Sports Facilities ◽  
Recreational Sports ◽  
The Relationship ◽  
Sports Activities

Public service is a government obligation in fulfilling the rights of every citizen. To facilitate the delivery of government services to the community, a public service model is needed. One of them in public service is sports. Of course, sports play an important role in the development of human life. Public sports facilities have played a very important role in promoting physical activity and participation in recreational sports activities. Therefore, there are significant efforts to continuously improve the image of recreational sports and to pursue the improvement of the service quality of public sports facilities. Several dimensions can be measured to determine service quality on customer satisfaction, including tangibility, reliability, assurance, responsiveness, and empathy. This study aims to determine whether there is a relationship between service quality and customer satisfaction who visits Saparua Sports Hall, Bandung City. This type of research is correlational and the method used is quantitative with an accidental sampling technique with a sample size of 100 respondents. The overall result of the study is that there is a relationship between service quality and customer satisfaction who visits Saparua Sports Hall.

scholarly journals The relationship between service quality and repurchase intention sports service in multi-purpose recreational sports facilities

2020 ◽  
Vol 17 (4) ◽  
pp. 1250-1262
Author(s):  
Oktay Yiğit ◽  
Eray Yurtseven
Keyword(s):  
Service Quality ◽  
English Summary ◽  
Sports Facilities ◽  
Recreational Sports ◽  
Repurchase Intention ◽  
Demographic Information ◽  
Validity And Reliability ◽  
Reliability Study ◽  
Recreational Facilities ◽  
The Relationship

The study aims to investigate the relationship between the service quality in multi-purpose recreational sports facilities and repurchase intention to buy sports services. The sample of the study consists of 538 individuals – 208 female and 330 male – who are the members of 5 sports centers in Istanbul, which are supposed to represent the population of the research.  In this study, a questionnaire consisting of three parts was applied to measure the relationship between service quality and repurchase intention to buy sports services of individuals who are the members of recreational facilities. The questionnaire contains the Sports Facilities Service Quality Assessment Scale, which was developed by Lam et al. (2005), of which the Turkish validity and reliability study was done by Gürbüz et al. (2005) and also contains the Repurchase Intention Questions developed by Bülbül et al. (2012) and demographic information. The data obtained from the questionnaire were analyzed using the SPSS 24 program. As a result of the research, a positive relationship was observed between service quality and its sub-dimensions and repurchase intention sports service in multi-purpose recreational sports facilities. ​Extended English summary is in the end of Full Text PDF (TURKISH) file.   Özet Araştırmanın amacı çok amaçlı rekreasyonel spor tesislerinde hizmet kalitesi ile spor hizmetlerini tekrar satın alma niyeti arasındaki ilişkinin araştırılmasıdır. Araştırmanın örneklemini evreni temsil etiği varsayılan İstanbul ilindeki 5 adet spor merkezine üye olan 208’i kadın, 330’u erkek toplam 538 birey oluşturmaktadır. Araştırmada çok amaçlı rekreasyonel spor tesislerine üye olan bireylerin hizmet kalitesi ve spor hizmetlerini tekrar satın alma niyetleri arasındaki ilişkiyi ölçmek için üç bölümden oluşan anket uygulaması yapılmıştır. Anketin içeriğinde Lam ve ark. (2005) tarafından geliştirilip Gürbüz ve ark. (2005) tarafından Türkçe geçerlilik ve güvenirlilik çalışması yapılan, spor tesisleri hizmet kalitesi değerlendirme ölçeği, Bülbül ve ark. (2012) tarafından geliştirilen tekrar satın alma niyeti soruları ve demografik bilgiler yer almaktadır. Anket uygulamasından elde edilmiş olan veriler SPSS 24 programı kullanılarak analiz edilmiştir. Araştırma sonucunda çok amaçlı rekreasyonel spor tesislerinde hizmet kalitesi ve alt boyutları ile spor hizmetlerini tekrar satın alma niyeti arasında pozitif yönlü bir ilişki olduğu gözlemlenmiştir.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

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