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Service quality of the ocean sports ...

United States Sports Academy.

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Service quality of the ocean sports clubs and its impact on customer satisfaction and customer loyalty.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Service quality of the ocean sports clubs and its impact on customer satisfaction and customer loyalty./
作者:	Lin, Jao-Chuan.
面頁冊數:	167 p.
附註:	Adviser: M. Brian Wallace.
Contained By:	Dissertation Abstracts International69-10A.
標題:	Business Administration, Marketing. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3333101
ISBN:	9780549862116

Service quality of the ocean sports clubs and its impact on customer satisfaction and customer loyalty.
Lin, Jao-Chuan.

Service quality of the ocean sports clubs and its impact on customer satisfaction and customer loyalty. - 167 p.

Adviser: M. Brian Wallace.

Thesis (D.S.M.)--United States Sports Academy, 2008.

The purpose of this study was to examine the participants' quality perceptions in the relationship among service quality, consumer satisfaction, and their loyalty level within ocean sports clubs and agencies in Taiwan to advance the causal relationships among them in order to determine how these variables directly or indirectly influenced each other. For the purpose of this study, a multidimensional and hierarchical model of service quality for ocean sports activities is developed to provide a conceptual framework and appropriate measurement scale to determine the perception of ocean sports activities toward service quality.

ISBN: 9780549862116Subjects--Topical Terms:

1017573
Business Administration, Marketing.

Service quality of the ocean sports clubs and its impact on customer satisfaction and customer loyalty.
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100 1 $a Lin, Jao-Chuan. $3 1030717
245 1 0 $a Service quality of the ocean sports clubs and its impact on customer satisfaction and customer loyalty.
300 $a 167 p.
500 $a Adviser: M. Brian Wallace.
500 $a Source: Dissertation Abstracts International, Volume: 69-10, Section: A, page: 4122.
502 $a Thesis (D.S.M.)--United States Sports Academy, 2008.
520 $a The purpose of this study was to examine the participants' quality perceptions in the relationship among service quality, consumer satisfaction, and their loyalty level within ocean sports clubs and agencies in Taiwan to advance the causal relationships among them in order to determine how these variables directly or indirectly influenced each other. For the purpose of this study, a multidimensional and hierarchical model of service quality for ocean sports activities is developed to provide a conceptual framework and appropriate measurement scale to determine the perception of ocean sports activities toward service quality.
520 $a The researcher selected ten (N=10) ocean sports clubs and the questionnaires were distributed to selected fifty two participants (N=52) from each sport clubs. Thus, the sample size included five hundred twenty three (N=523) individuals who participated in an ocean sports activities. Among the 523 returned surveys, only 510 surveys (97.5%) were include in the data analysis procedures. The other 13 (2.5%) cases surveys were incomplete.
520 $a The instruments selected to obtain data were as follows: (a) Service Quality Scale (SQS), modified version of Ko's (2002) the scale of service quality for participant sport (SSQPS) scale. (b) Customer Satisfaction Scale (CSS) a modified version of Tu's (2004) overall customer satisfaction scale which was originally used for hotel management study. (c) Customer Loyalty Scale (CLS) which was modified version of Allen and Meyer (1990).
520 $a The results of the research indicated a significant causal relationship between types of service qualities such as, program quality, interaction quality, outcome quality, physical environment and overall customer satisfaction. The findings are consistent with research of Oliver (1977 & 1993), Zeihaml, Parasuraman, and Berry (1990), Molinari, L.K (2004) observed in delivering quality service "knowing what customers expect is the first and possibly most critical step in delivering quality. Therefore, to provide service that customer perceive as excellent requires that service providers know what their customers' expect. Based on this result, service quality affects satisfaction in many ways. The quality influences the formation of the service experience and influences the formation of satisfaction. Service quality helps determine perception of customer satisfaction.
520 $a Also, the results of the analysis report a significant causal relationship between overall customer satisfaction and customer loyalty. This means that customer satisfaction has a significant correlation with customer decisions to take actions, resulting in either positive loyalty or complaints. Based upon these results, there are several managerial implications for practitioners in managerial positions. The proposed conceptual model was developed for various organizations within the participant sport industry. The four generic dimensions of service quality in the proposed hierarchical model are common facets of service delivery systems in sport organizations. Therefore, practitioners can use the basic concepts (i.e., dimension level in formulating their management strategies).
590 $a School code: 1155.
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650 4 $a Education, Health. $3 1017668
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710 2 $a United States Sports Academy. $3 1018004
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791 $a D.S.M.
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