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Measuring Perceived Service Quality and Its Impact on Golf Courses Performance According to Types of Facilities and User Profile

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  • Virginia Serrano-Gómez

    (Faculty of Educational Sciences and Sports, University of Vigo, 36005 Pontevedra, Spain)

  • Óscar García-García

    (Faculty of Educational Sciences and Sports, University of Vigo, 36005 Pontevedra, Spain)

  • Vicente Gambau i Pinasa

    (Faculty of Sport Sciences and Physical Education, University of Coruña, 15179 Oleiros, Spain)

  • Mercedes Fernández-Liporace

    (Faculty of Psychology, University of Buenos Aires, Buenos Aires 1207, Argentina)

  • Antonio Hernández-Mendo

    (Faculty of Psychology, University of Málaga, 29071 Málaga, Spain)

  • Antonio Rial-Boubeta

    (Faculty of Psychology, University of Santiago de Compostela, 15782 Santiago de Compostela, Spain)

Abstract

The study was aimed at: (1) Analysing the psychometric features of the QGolf scale, (2) examining the relation between the user’s perceived quality, the club service dimensions, and the golf club performance and, (3) exploring whether a better performance could vary depending on the player’s profile and/or the type of golf course. To do so, 968 users from 13 clubs in north-western Spain golf courses were interviewed. Psychometric and theoretical findings are introduced regarding their further use in field marketing. The causal analysis of covariance structure leads us to state that the human and organisational dimension of the service is key to assess perceived quality. When comparing models, the explanatory power of the Handicap ≥ 20 model was higher than the one concerning Handicap < 20. Thus, the strategy to increase user satisfaction should be quite different depending on whether users are beginners or advanced golf players. Therefore, managers should consider the users’ profiles diversity, their specific needs, and the variety of target-groups involved, on account of the golf course’s interests. This seems the best pathway to achieve sustainability and survival in the area.

Suggested Citation

  • Virginia Serrano-Gómez & Óscar García-García & Vicente Gambau i Pinasa & Mercedes Fernández-Liporace & Antonio Hernández-Mendo & Antonio Rial-Boubeta, 2020. "Measuring Perceived Service Quality and Its Impact on Golf Courses Performance According to Types of Facilities and User Profile," Sustainability, MDPI, vol. 12(14), pages 1-17, July.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:14:p:5746-:d:385711
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    References listed on IDEAS

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    1. Jeoung-Hak Lee & Hyun-Duck Kim & Yong Jae Ko & Michael Sagas, 2011. "The influence of service quality on satisfaction and intention: A gender segmentation strategy," Sport Management Review, Taylor & Francis Journals, vol. 14(1), pages 54-63, January.
    2. David Parra-Camacho & Mario Alguacil & Ferran Calabuig-Moreno, 2020. "Perception of the Fair Social Distribution of Benefits and Costs of a Sports Event: An Analysis of the Mediating Effect between Perceived Impacts and Future Intentions," Sustainability, MDPI, vol. 12(11), pages 1-17, May.
    3. García-Fernández, Jerónimo & Gálvez-Ruíz, Pablo & Fernández-Gavira, Jesús & Vélez-Colón, Luisa & Pitts, Brenda & Bernal-García, Ainara, 2018. "The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centers," Sport Management Review, Elsevier, vol. 21(3), pages 250-262.
    4. Virginia Serrano-Gómez & Óscar García-García & Vicente Gambau i Pinasa & Antonio Rial-Boubeta, 2020. "Characterization of Profiles as Management Strategies Based on the Importance and Valuation That Users Give to the Elements of the Golf Courses," Sustainability, MDPI, vol. 12(11), pages 1-15, June.
    5. Woo-yeul Baek & Kyungyeol (Anthony) Kim & Doo-Han Kim & Kevin K. Byon, 2020. "The Impacts of the Perceived Golf Course Brand Globalness on Customer Loyalty through Multidimensional Perceived Values," Sustainability, MDPI, vol. 12(3), pages 1-12, January.
    6. Lee, Jeoung-Hak & Kim, Hyun-Duck & Ko, Yong Jae & Sagas, Michael, 2011. "The influence of service quality on satisfaction and intention: A gender segmentation strategy," Sport Management Review, Elsevier, vol. 14(1), pages 54-63, February.
    7. Jerónimo García-Fernández & Pablo Gálvez-Ruíz & Jesús Fernández-Gavira & Luisa Vélez-Colón & Brenda Pitts & Ainara Bernal-García, 2018. "The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centers," Sport Management Review, Taylor & Francis Journals, vol. 21(3), pages 250-262, July.
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    Cited by:

    1. Rong He & Xintong Huang & Xiaoying Ye & Zhe Pan & Heng Wang & Bin Luo & Dongmei Liu & Xinxin Hu, 2022. "County Ecosystem Health Assessment Based on the VORS Model: A Case Study of 183 Counties in Sichuan Province, China," Sustainability, MDPI, vol. 14(18), pages 1-17, September.
    2. Virginia Serrano-Gómez & Oscar García-García & Antonio Rial-Boubeta, 2023. "Using Importance–Performance Analysis (IPA) to Improve Golf Club Management: The Gap between Users and Managers’ Perceptions," Sustainability, MDPI, vol. 15(9), pages 1-12, April.

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