Application of Importance-Performance Analysis in Service Quality of Semnan Province Sport Places Based on Psychological Continuum Model

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Alikhani Haghverdi G.; Hosseini Nia S.R.

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Journal Paper

Paper Information

Journal: SPORT PSYCHOLOGY STUDIES Year:2020 | Volume:9 | Issue:33 Page(s): 129-152

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Information Journal Paper

Title

Application of Importance-Performance Analysis in Service Quality of Semnan Province Sport Places Based on Psychological Continuum Model

Author(s)

Alikhani Haghverdi G. | Hosseini Nia S.R. | Issue Writer Certificate

Keywords

Sport Facilities

Importance-Performance Analysis (IPA)

Customers’Satisfaction

Quality of Service

Psychological Continuum Model (PCM)

Abstract

The purpose of this study was to application of importance-performance analysis in Service Quality of Semnan province sport places based on psychological continuum model. The population of this study included all Customers of Semnan Province clubs. 402 persons of them were selected as sample by the cluster-stratified sampling method. Collected data were analyzed using One-way variance analysis, Importance-Performance Analysis (IPA) and psychological continuum model (PCM). The results showed that all aspects of service quality were concentrated in the "focus" area. Also customers who were in the Loyalty stage reported less satisfaction with the dimensions of service quality compared to the level of attraction and attachment. According to the findings of this research, managers should be sensitive to their customers' expectations and service in proportional with their expectations to increase satisfaction level. Increasing satisfaction can make people progress in psychological continuum and lead them to continuous participation.

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APA: Copy

Alikhani Haghverdi, G., & Hosseini Nia, S.R.. (2020). Application of Importance-Performance Analysis in Service Quality of Semnan Province Sport Places Based on Psychological Continuum Model. SPORT PSYCHOLOGY STUDIES, 9(33 ), 129-152. SID. https://sid.ir/paper/962548/en

Vancouver: Copy

Alikhani Haghverdi G., Hosseini Nia S.R.. Application of Importance-Performance Analysis in Service Quality of Semnan Province Sport Places Based on Psychological Continuum Model. SPORT PSYCHOLOGY STUDIES[Internet]. 2020;9(33 ):129-152. Available from: https://sid.ir/paper/962548/en

IEEE: Copy

G. Alikhani Haghverdi, and S.R. Hosseini Nia, “Application of Importance-Performance Analysis in Service Quality of Semnan Province Sport Places Based on Psychological Continuum Model,” SPORT PSYCHOLOGY STUDIES, vol. 9, no. 33 , pp. 129–152, 2020, [Online]. Available: https://sid.ir/paper/962548/en

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