The Effect of Service Quality on Customer Satisfaction in Vietnam Public Sport Clubs: The Moderating Role of Gender

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F17%3A63518043" target="_blank" >RIV/70883521:28120/17:63518043 - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Result language
angličtina
Original language name
The Effect of Service Quality on Customer Satisfaction in Vietnam Public Sport Clubs: The Moderating Role of Gender
Original language description
Service quality and user satisfaction in sport service is becoming an issue that is now beginning to receive greater academic attention. The objective of this study is to examine the impact of service quality on satisfaction in the context of public sport clubs. Altogether, 399 respondents of four public sport clubs in Vietnam participated in the study. PLS-SEM is used to test a comprehensive model in which service quality leads to satisfaction. Based on SERVQUAL model, there are three dimensions of service quality such as reliability responsibilities, empathy and tangibles under the view of Vietnamese customers are found. The results indicated that service quality consistently aﬀects overall satisfaction; meanwhile, its impact is signifcantly greater among female customers. These fndings contribute positively to understanding of how service quality becomes a powerful management instrument that helps sport managers to decide upon resource allocation to enhance customer satisfaction in diﬀerent gender
Czech name
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Czech description
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Publication year
2017
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection
International Conference On Sport Management 2017
ISBN
978-604-85-0621-6
ISSN
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e-ISSN
neuvedeno
Number of pages
7
Pages from-to
165-172
Publisher name
Ton Duc Thang University (Vietnam)
Place of publication
Hochiminh city
Event location
Ho Chi Minh City
Event date
Sep 14, 2017
Type of event by nationality
WRD - Celosvětová akce
UT code for WoS article
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