An Investigation of Factors Influencing Customer Satisfaction in Sport Facilities of Mashhad City Based on Importance-Performance Analysis Model

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Parsa Asl Marzieh; Hosseininia Seyed Reza; ANDAM REZA

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Journal: Sport Management Journal Year:2019 | Volume:11 | Issue:2 Page(s): 305-320

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Information Journal Paper

Title

An Investigation of Factors Influencing Customer Satisfaction in Sport Facilities of Mashhad City Based on Importance-Performance Analysis Model

Author(s)

Parsa Asl Marzieh | Hosseininia Seyed Reza | ANDAM REZA | Issue Writer Certificate

Keywords

Customer satisfactionQ1

importance-performance analysisQ1

Mashhad cityQ1

sport facilitiesQ1

sport for allQ2

Abstract

The aim of this study was to identify and investigate those factors influencing Customer satisfaction in sport facilities of Mashhad city based on IPA model. The population included all customers of sport facilities in Mashhad city. 396 subjects were selected by convenience sampling method. A researcher-made questionnaire was used for data collection. This questionnaire included 13 factors and 55 items. The results showed that out of 13 factors affecting Customer satisfaction, 6 factors among males and 7 factors among females were in the lower priority area, 6 factors among males and 2 factors among females were in the concentrate here area and 1 factor among males and 4 factors among females were in the keep the performance area. Those factors that were in the lower priority area were not threatening for the system operation and did not require immediate reform. Those in the concentrate here area required immediate reform and had high priority in this respect. Finally, those factors in the keep the performance area not only were important to the customers but also satisfied with their performance.

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APA: Copy

Parsa Asl, Marzieh, Hosseininia, Seyed Reza, & ANDAM, REZA. (2019). An Investigation of Factors Influencing Customer Satisfaction in Sport Facilities of Mashhad City Based on Importance-Performance Analysis Model. SPORT MANAGEMENT (HARAKAT), 11(2 ), 305-320. SID. https://sid.ir/paper/159297/en

Vancouver: Copy

Parsa Asl Marzieh, Hosseininia Seyed Reza, ANDAM REZA. An Investigation of Factors Influencing Customer Satisfaction in Sport Facilities of Mashhad City Based on Importance-Performance Analysis Model. SPORT MANAGEMENT (HARAKAT)[Internet]. 2019;11(2 ):305-320. Available from: https://sid.ir/paper/159297/en

IEEE: Copy

Marzieh Parsa Asl, Seyed Reza Hosseininia, and REZA ANDAM, “An Investigation of Factors Influencing Customer Satisfaction in Sport Facilities of Mashhad City Based on Importance-Performance Analysis Model,” SPORT MANAGEMENT (HARAKAT), vol. 11, no. 2 , pp. 305–320, 2019, [Online]. Available: https://sid.ir/paper/159297/en

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