«Τhe Relationship of Service Quality Dimensions with the Overall Satisfaction Among Participants from Different Experience Levels»

«Τhe Relationship of Service Quality Dimensions with the Overall Satisfaction Among Participants from Different Experience Levels»

Journal of Sport & Recreation Management
Volume 11, Issue 1
2014
Pages: 
1-13
issn: 
1791-6933
«Τhe Relationship of Service Quality Dimensions with the Overall Satisfaction Among Participants from Different Experience Levels»
Avourdiadou, S., Laios, Α., Kosta G. & Theodorakis, Ν.

¹ Τμήμα Επιστήμης Φυσικής Αγωγής & Αθλητισμού, Δημοκρίτειο Πανεπιστήμιο Θράκης
² Τμήμα Επιστήμης Φυσικής Αγωγής & Αθλητισμού, Αριστοτέλειο Πανεπιστήμιο Θεσσαλονίκης

2014
Abstract: 

The majority of studies, from what is known to date, have focused on the effect of the service quality
dimensions in overall satisfaction not dynamic but in a cross sectional way, without highlighting the contribution of their experience level. Latest research in services, support that, the needs and customer’s perceptions change over time depending on their experience level. The present study examines the relationship between three specific service quality dimensions with overall satisfaction among novice and experienced participants in the field of SfA (Sport for All) programs. In total, there were 478 men and women participants from SfA programs offered by two adjacent Municipalities in Northern Greece. According to their participation time in specific programs, 116 of them were classified as novice and 296 as experienced, while the results of the survey found statistically significant differences between the two groups only in one dimension, the outcome quality. Based on the above, the current study contributes positively to the understanding of the different relationship of three specific service quality dimensions with overall satisfaction, between participants of different experience levels.

Keywords: 

ποιότητα υπηρεσιών, ικανοποίηση, εμπειρία, προγράμματα ΑγΟ.

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