Service Quality And Customer Satisfaction: The Case Study Of The Olympic Sports Club
Topic: “Relationship between Service Quality and Customer Satisfaction: The Case Study of the Olympic Sports Club in Bangkok”
CHAPTER 1
GENERALITIES OF THE STUDY
1.1 Introduction
When the market is full of competitors and marketing is shifted from internal consequences of performance (i.e., productivity and profit) to the external consequences of performance (i.e., consumer well-being), practitioners in the sports industries need to pay attention on customer satisfaction and service quality. (Kerkby, and Nelson, 2003) In order to enhance the profitability and productivity of a sport clubs, it must make the customers loyal to them.
In many different industries such as hotel, retail market and recreation industries, all concern about service quality and customer satisfaction. A primary goal of sports and recreation agencies is to provide customers a quality service and believe that when customers are satisfied with their experience they will revisit, share their good experience with others and be a loyal users. (Rossi and Allenby, 2003).
Nowadays, sport business face more competition …show more content…
1.4 Objective of the study
The objective of this study is to investigate the relationship between service qualities of the Olympic sports club and its customer’s satisfaction.
1.5 Scope of the Research
Current research is based on the factors of service quality and customer satisfaction. Questionnaires include demographic factors and determine satisfaction levels concerning the Olympic club service quality by the members of the Olympic club. Therefore, the findings for the study would have limited to generalize.
1.6 Limitations of the Research
Survey research was used in this study. Therefore, limitations attributed to survey research may affect the results due to potential problem areas which include to ensure that the survey questions is clear and not misleading.
1.7 Significance of the
CHAPTER 1
GENERALITIES OF THE STUDY
1.1 Introduction
When the market is full of competitors and marketing is shifted from internal consequences of performance (i.e., productivity and profit) to the external consequences of performance (i.e., consumer well-being), practitioners in the sports industries need to pay attention on customer satisfaction and service quality. (Kerkby, and Nelson, 2003) In order to enhance the profitability and productivity of a sport clubs, it must make the customers loyal to them.
In many different industries such as hotel, retail market and recreation industries, all concern about service quality and customer satisfaction. A primary goal of sports and recreation agencies is to provide customers a quality service and believe that when customers are satisfied with their experience they will revisit, share their good experience with others and be a loyal users. (Rossi and Allenby, 2003).
Nowadays, sport business face more competition …show more content…
1.4 Objective of the study
The objective of this study is to investigate the relationship between service qualities of the Olympic sports club and its customer’s satisfaction.
1.5 Scope of the Research
Current research is based on the factors of service quality and customer satisfaction. Questionnaires include demographic factors and determine satisfaction levels concerning the Olympic club service quality by the members of the Olympic club. Therefore, the findings for the study would have limited to generalize.
1.6 Limitations of the Research
Survey research was used in this study. Therefore, limitations attributed to survey research may affect the results due to potential problem areas which include to ensure that the survey questions is clear and not misleading.
1.7 Significance of the