This study examined the hierarchical relationship among service
quality, customer satisfaction and customer loyalty for sports and physical
activity sector. Considering the service characteristics and heterogeneous
nature of sports services, it is conceptualized that customer satisfaction will
play a mediating role between service quality and customer loyalty. Using
previously developed and tested instruments in the literature, the relationship
among these constructs were empirically tested using primary data collected
(n=172) from current customers of a large sports and physical activity center,
which specializes service offerings in the area of water sports and exercises. Consequently, it was
revealed that customer satisfaction played a partially mediating role in the
relationship between service quality and customer loyalty.
Primary Language | English |
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Subjects | Sports Medicine |
Journal Section | PHYSICAL EDUCATION AND SPORT |
Authors | |
Publication Date | January 15, 2019 |
Published in Issue | Year 2019 Volume: 2019 Issue: 1 |