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

Kód výsledku v IS VaVaI

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Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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

Název v anglickém jazyce

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

Popis výsledku anglicky

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

Druh

D - Stať ve sborníku

CEP obor

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OECD FORD obor

50204 - Business and management

Projekt

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Návaznosti

V - Vyzkumna aktivita podporovana z jinych verejnych zdroju

Rok uplatnění

2017

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název statě ve sborníku

International Conference On Sport Management 2017

ISBN

978-604-85-0621-6

ISSN

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e-ISSN

neuvedeno

Počet stran výsledku

7

Strana od-do

165-172

Název nakladatele

Ton Duc Thang University (Vietnam)

Místo vydání

Hochiminh city

Místo konání akce

Ho Chi Minh City

Datum konání akce

14. 9. 2017

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

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