کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
141160 162826 2011 10 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
The influence of service quality on satisfaction and intention: A gender segmentation strategy
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری کسب و کار، مدیریت و حسابداری (عمومی)
پیش نمایش صفحه اول مقاله
The influence of service quality on satisfaction and intention: A gender segmentation strategy
چکیده انگلیسی

The purpose of this study was to examine the influence of consumers’ service quality perceptions on satisfaction, revisit intention and the role of gender in the context of high profile golf club business. Specifically, the researchers investigated (1) the role of gender in predicting their service quality perceptions and (2) the relationship between quality perceptions and satisfaction and intention. A total of 528 golf club members participated in the study. Seventy one percent of the respondents (n = 375) were male while twenty nine percent of the respondents were female golfers (n = 153). Results showed that Tangibles and Empathy were critical service quality dimensions for determining satisfaction of both male and female golfers. Female golfers tended to pay more attention to physical representations, cleanliness and appearance of service encounters. The findings of this study may suggest meaningful implications (e.g., developing market segmentation and promotional strategies) for managers in the golf industry.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Sport Management Review - Volume 14, Issue 1, February 2011, Pages 54–63
نویسندگان
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