Year 2019, Volume 2019, Issue 1, Pages 17 - 30 2019-01-15

The Relationship Among Service Quality, Customer Satisfaction, and Customer Loyalty: An Empirical Investigation of Sports and Physical Activity Sector

Süleyman Murat Yıldız [1] , Mehdi Duyan [2]

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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.

service quality, customer satisfaction, customer loyalty
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Journal Section PHYSICAL EDUCATION AND SPORT
Authors

Author: Süleyman Murat Yıldız (Primary Author)
Country: Turkey


Author: Mehdi Duyan

Bibtex @research article { psbd385765, journal = {Pamukkale Journal of Sport Sciences}, issn = {}, eissn = {1309-0356}, address = {Pamukkale University}, year = {2019}, volume = {2019}, pages = {17 - 30}, doi = {}, title = {The Relationship Among Service Quality, Customer Satisfaction, and Customer Loyalty: An Empirical Investigation of Sports and Physical Activity Sector}, key = {cite}, author = {Yıldız, Süleyman Murat and Duyan, Mehdi} }
APA Yıldız, S , Duyan, M . (2019). The Relationship Among Service Quality, Customer Satisfaction, and Customer Loyalty: An Empirical Investigation of Sports and Physical Activity Sector. Pamukkale Journal of Sport Sciences, 2019 (1), 17-30. Retrieved from http://dergipark.org.tr/psbd/issue/45059/385765
MLA Yıldız, S , Duyan, M . "The Relationship Among Service Quality, Customer Satisfaction, and Customer Loyalty: An Empirical Investigation of Sports and Physical Activity Sector". Pamukkale Journal of Sport Sciences 2019 (2019): 17-30 <http://dergipark.org.tr/psbd/issue/45059/385765>
Chicago Yıldız, S , Duyan, M . "The Relationship Among Service Quality, Customer Satisfaction, and Customer Loyalty: An Empirical Investigation of Sports and Physical Activity Sector". Pamukkale Journal of Sport Sciences 2019 (2019): 17-30
RIS TY - JOUR T1 - The Relationship Among Service Quality, Customer Satisfaction, and Customer Loyalty: An Empirical Investigation of Sports and Physical Activity Sector AU - Süleyman Murat Yıldız , Mehdi Duyan Y1 - 2019 PY - 2019 N1 - DO - T2 - Pamukkale Journal of Sport Sciences JF - Journal JO - JOR SP - 17 EP - 30 VL - 2019 IS - 1 SN - -1309-0356 M3 - UR - Y2 - 2018 ER -
EndNote %0 Pamukkale Journal of Sport Sciences The Relationship Among Service Quality, Customer Satisfaction, and Customer Loyalty: An Empirical Investigation of Sports and Physical Activity Sector %A Süleyman Murat Yıldız , Mehdi Duyan %T The Relationship Among Service Quality, Customer Satisfaction, and Customer Loyalty: An Empirical Investigation of Sports and Physical Activity Sector %D 2019 %J Pamukkale Journal of Sport Sciences %P -1309-0356 %V 2019 %N 1 %R %U
ISNAD Yıldız, Süleyman Murat , Duyan, Mehdi . "The Relationship Among Service Quality, Customer Satisfaction, and Customer Loyalty: An Empirical Investigation of Sports and Physical Activity Sector". Pamukkale Journal of Sport Sciences 2019 / 1 (January 2019): 17-30.