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

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

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.

Suggested Citation

  • 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.
    • Handle: RePEc:taf:rsmrxx:v:14:y:2011:i:1:p:54-63
    DOI: 10.1016/j.smr.2010.02.002
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    Cited by:

    1. Adnan A. S. Alali, 2023. "Stimuli of Organization Citizenship Behavior and Performance: The Moderating Role of Organizational Strategy Awareness," International Journal of Business and Management, Canadian Center of Science and Education, vol. 18(1), pages 1-26, February.
    2. Avourdiadou, Sevastia & Theodorakis, Nicholas D., 2014. "The development of loyalty among novice and experienced customers of sport and fitness centres," Sport Management Review, Elsevier, vol. 17(4), pages 419-431.
    3. 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.
    4. Rawan Alafeshat & Uju Violet Alola, 2018. "Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(3), pages 167-176, September.
    5. Josep Crespo Hervás & Vicente Prado-Gascó & María Huertas González-Serrano, 2020. "Perceived Value in Sporting Events (PVSP): A Further Step for the Strategic Management," Sustainability, MDPI, vol. 12(14), pages 1-19, July.
    6. Munwar Hussain Pahi & Umair Ahmed & Abdullah Zafar Sheikh & Sarfraz Ahmed Dakhan & Faiz Muhammad Khuwaja & T. Ramayah, 2020. "Leadership and Commitment to Service Quality in Pakistani Hospitals: The Contingent Role of Role Clarity," SAGE Open, , vol. 10(4), pages 21582440209, October.
    7. Antonio Fernández-Martínez & Raquel Pérez-Ordás & Román Nuviala & Mónica Aznar & Ana María Porcel-Gálvez & Alberto Nuviala, 2020. "Communication as a Strategy to Promote Sports and Health Activities Designed for Adolescents," IJERPH, MDPI, vol. 17(13), pages 1-13, July.
    8. Antonio Fernández-Martínez & Mónica Haro-González & Román Nuviala & Raquel Pérez-Ordás & Alberto Nuviala, 2020. "Women and Physical Activity in Fitness Centres. Analysis of Future Intentions and Their Relationship with Age," IJERPH, MDPI, vol. 17(15), pages 1-15, July.
    9. Scarpi, Daniele & Pizzi, Gabriele & Raggiotto, Francesco & Mason, Michela, 2018. "A qualitative comparative analysis (QCA) of satisfaction toward extreme sporting Events," Australasian marketing journal, Elsevier, vol. 26(4), pages 358-368.
    10. Magdalena Swart & Gerhard Roodt, 2015. "Market segmentation variables as moderators in the prediction of business tourist retention," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 491-513, September.
    11. Tian E Cheng & Shasha Li & Heng Zhang & Mingming Cao, 2021. "Examining the Antecedents of Environmentally Responsible Behaviour: Relationships among Service Quality, Place Attachment and Environmentally Responsible Behaviour," Sustainability, MDPI, vol. 13(18), pages 1-20, September.
    12. 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.
    13. 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.
    14. Graciola, Ana Paula & De Toni, Deonir & de Lima, Vinicius Zanchet & Milan, Gabriel Sperandio, 2018. "Does price sensitivity and price level influence store price image and repurchase intention in retail markets?," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 201-213.
    15. Faheem Gul Gilal & Kanwal Chandani & Rukhsana Gul Gilal & Naeem Gul Gilal & Waseem Gul Gilal & Nisar Ahmed Channa, 2020. "Towards a new model for green consumer behaviour: A self‐determination theory perspective," Sustainable Development, John Wiley & Sons, Ltd., vol. 28(4), pages 711-722, July.

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