نوع مقاله : مقاله پژوهشی
نویسندگان
1 آذربایجان شرقی، دانشگاه تبریز، دانشکده تربیت بدنی ، گروه مدیریت ورزشی
2 دانشجوی کارشناسی ارشد مدیریت ورزشی، دانشگاه تبریز، تبریز، ایران.
چکیده
کلیدواژهها
عنوان مقاله [English]
نویسندگان [English]
Nowadays, gaining a competitive advantage is one of the most important priorities for organizations to succeed, and creating this advantage requires identifying the expectations and needs of customers and having a strategic plan to determine them. Therefore, the purpose of this study was to evaluate the quality of sports facilities services of the Sports and Youth Administration of Bonab, Maragheh, Ajab Shir and Malekan cities based on the SERVQUAL model. This research was a descriptive-survey in terms of purpose of applied research and in terms of data collection method, which was carried out in the field. The statistical population of this study included all customers and users of sports facilities in Bonab, Maragheh, Ajabshir and Malekan. The statistical sample was selected using stratified random sampling method. Due to the high number of statistical populations, the number of statistical samples was selected based on Morgan table and the highest statistical sample of 384 people was selected according to the population. Data analysis was performed using SPSS software. In order to organize and summarize the raw scores and describe the measurements obtained from the samples, descriptive statistics were used. Kolmogorov-Smirnov inferential statistical tests were also used to evaluate the normality of the research data and Wilcoxon, Friedman and independent t were used to analyze the data. Data analysis was also performed at a significance level of 0.05. The results and findings showed that in all 5 dimensions of service quality (SERVQUAL) there is a negative and significant gap (between customer expectations and perceptions) that officials should make more efforts to improve.
کلیدواژهها [English]
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