THE RELATIONSHIP BETWEEN THE SPORTING SERVICES QUALITY PROVIDED BY MASHHAD MUNICIPALITY AND FEMALE CITIZENS’ SATISFACTION ON THE BASIS OF SERVQUAL MODEL

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AZIZI MAHNAM; ESMAEILZADEH MOHAMMAD REZA; Fahim Davin Hasan

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Journal: Sport Physiology and Management Investigations Year:2017 | Volume:8 | Issue:4 Page(s): 103-115

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Title

THE RELATIONSHIP BETWEEN THE SPORTING SERVICES QUALITY PROVIDED BY MASHHAD MUNICIPALITY AND FEMALE CITIZENS’ SATISFACTION ON THE BASIS OF SERVQUAL MODEL

Author(s)

AZIZI MAHNAM | ESMAEILZADEH MOHAMMAD REZA | Fahim Davin Hasan | Issue Writer Certificate

Keywords

SERVICES QUALITYQ1

SATISFACTIONQ2

WOMENQ2

SERVQUAL MODELQ1

MUNICIPALITYQ1

Abstract

The aim of this study was to determine the relationship between the sporting SERVICES QUALITY provided by Mashhad MUNICIPALITY and the SATISFACTION of female citizens based on SERVQUAL MODEL. The statistical population included all WOMEN older than 18 years old going to sport facilities of Mashhad MUNICIPALITY (N=9236 based on the statistics of the management of sport for all in Mashhad MUNICIPALITY). Using Cochran's sample size formula, 417 subjects were randomly selected. For data collection, Liu Yi China's Service Quality and SATISFACTION Questionnaire (2008) was used which was designed on the basis of SERVQUAL MODEL of Parasvrman et al. (1988). The face and content validity of the questionnaire was determined by the corrective comments of sport management professors. The reliability of the questionnaire was obtained 0.94 by g Cronbach's alpha test. The research methodology was a survey carried out as a field study. For data analysis, statistical tests of Kolmogorov–Smirnov, Spearman correlation coefficient and regression analysis in SPSS software were used. The results showed a positive and significant relationship between sporting SERVICES QUALITY and its different aspects and WOMEN’s SATISFACTION. Also, the results of regression analysis showed that features of tangibility, reliability, responsibility and service assurance could predict SATISFACTION.

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APA: Copy

AZIZI, MAHNAM, ESMAEILZADEH, MOHAMMAD REZA, & Fahim Davin, Hasan. (2017). THE RELATIONSHIP BETWEEN THE SPORTING SERVICES QUALITY PROVIDED BY MASHHAD MUNICIPALITY AND FEMALE CITIZENS’ SATISFACTION ON THE BASIS OF SERVQUAL MODEL. SPORT PHYSIOLOGY & MANAGEMENT INVESTIGATIONS, 8(4), 103-115. SID. https://sid.ir/paper/222314/en

Vancouver: Copy

AZIZI MAHNAM, ESMAEILZADEH MOHAMMAD REZA, Fahim Davin Hasan. THE RELATIONSHIP BETWEEN THE SPORTING SERVICES QUALITY PROVIDED BY MASHHAD MUNICIPALITY AND FEMALE CITIZENS’ SATISFACTION ON THE BASIS OF SERVQUAL MODEL. SPORT PHYSIOLOGY & MANAGEMENT INVESTIGATIONS[Internet]. 2017;8(4):103-115. Available from: https://sid.ir/paper/222314/en

IEEE: Copy

MAHNAM AZIZI, MOHAMMAD REZA ESMAEILZADEH, and Hasan Fahim Davin, “THE RELATIONSHIP BETWEEN THE SPORTING SERVICES QUALITY PROVIDED BY MASHHAD MUNICIPALITY AND FEMALE CITIZENS’ SATISFACTION ON THE BASIS OF SERVQUAL MODEL,” SPORT PHYSIOLOGY & MANAGEMENT INVESTIGATIONS, vol. 8, no. 4, pp. 103–115, 2017, [Online]. Available: https://sid.ir/paper/222314/en

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