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The influence of service quality on satisfaction and intention: A gender segmentation strategy

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  • Lee, Jeoung-Hak
  • Kim, Hyun-Duck
  • Ko, Yong Jae
  • Sagas, Michael
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    Abstract

    The purpose of this study was to examine the influence of consumers' service quality perceptions on satisfaction, revisit intention and the role of gender in the context of high profile golf club business. Specifically, the researchers investigated (1) the role of gender in predicting their service quality perceptions and (2) the relationship between quality perceptions and satisfaction and intention. A total of 528 golf club members participated in the study. Seventy one percent of the respondents (n = 375) were male while twenty nine percent of the respondents were female golfers (n = 153). Results showed that Tangibles and Empathy were critical service quality dimensions for determining satisfaction of both male and female golfers. Female golfers tended to pay more attention to physical representations, cleanliness and appearance of service encounters. The findings of this study may suggest meaningful implications (e.g., developing market segmentation and promotional strategies) for managers in the golf industry.

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    Bibliographic Info

    Article provided by Elsevier in its journal Sport Management Review.

    Volume (Year): 14 (2011)
    Issue (Month): 1 (February)
    Pages: 54-63

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    Handle: RePEc:eee:spomar:v:14:y:2011:i:1:p:54-63

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    Keywords: Service quality Gender Customer satisfaction Golf Intention;

    References

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    1. Kelley, Scott W. & Turley, L. W., 2001. "Consumer perceptions of service quality attributes at sporting events," Journal of Business Research, Elsevier, vol. 54(2), pages 161-166, November.
    2. Murray, Duncan & Howat, Gary, 2002. "The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre," Sport Management Review, Elsevier, vol. 5(1), pages 25-43, May.
    3. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer, vol. 16(3), pages 297-334, September.
    4. Jae Ko, Yong & Durrant, Sue M. & Mangiantini, John, 2008. "Assessment of Services Provided to NCAA Division I Athletes: Development of a Model and Instrument," Sport Management Review, Elsevier, vol. 11(2), pages 193-214, September.
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    Cited by:
    1. Theodorakis, Nicholas D. & Alexandris, Kostas & Tsigilis, Nikolaos & Karvounis, Serafim, 2013. "Predicting spectators’ behavioural intentions in professional football: The role of satisfaction and service quality," Sport Management Review, Elsevier, vol. 16(1), pages 85-96.

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