Meta-analysis of the relationship between service quality and customer satisfaction in sports organizations

Document Type : Original Article

Author

Associate Professor Payame Noor University

https://www.doi.org/10.34785/J021.2021.941

Abstract

One of the important approaches in data analysis is to help solve theoretical and practical problems based on the findings of other researchers. Meta-analysis is a method that uses the same and opposite results of other people's research and presents the extract of existing research on a specific topic based on the homogeneity or heterogeneity of scientific findings and based on valid and systematic scientific methods.
In this research, 16 research articles on the relationship between service quality and customer satisfaction were used and meta-analysis of data in software (CMA2) was performed. According to Cochran Q test (Sig = 0.003, Sig = 683 / 579Q), it can be said that the present studies in meta-analysis are heterogeneous and therefore the random effects model (not fixed effects) should be used to interpret the combined effect size. The size of the random (combined) effect of the relationship between service quality and customer satisfaction is equal to 0.71 and with 0.95 confidence can be said to be in the range of 0.606 to 0.776. Interpretation of effect size According to Cohen's criteria, the effect size is large. Also, according to (Sig = 0.001, Zig = 10.264), the size of the random effect is significant.

Keywords


Abdavi, Fatima; Lotfi Yamchi, Khadjeh; Dehghanpour, Houria., Badiri, Somayeh (1394). (Investigating the effect of service quality of martial arts clubs on customer satisfaction and loyalty). Journal of Management and Organizational Behavior in Sports. (4)1: 50-41.  (Persian)
Aldlaigan, B. f. (2002) (Systera-SQ: a new measure of bank servise quality), Internatinal Journal of Service Industry management, 13(4)
Almasi, S., Razavi, S.M., & Amirnezhad, S. (2013). (Customer satisfaction survey and customer oriented public and private sports facilities in mazandaran). Journal management of sports and motor behavior, 21: 129-138. (Persian)
Azizi, Mahnam; Esmaeizadeh, Mohammad Reza., Fahim Duin, Hassan (1395). (Determining the relationship between the quality of sports services provided by Mashhad Municipality and the level of female citizen satisfaction based on the SERVQUAL model). Journal of Physiology and Management Research in Sport. 8(4): 115-103. (Persian)
Chelladurai, P., & Chung, W (2009). (A Classification of sport and physical activity services implications for sport management), Journal of Sport Management, 6(2): 38-51.
Cohen, J. (1988). (Statistical Power Analysis in the Behavioral Sciences), Hillsdale, NJ: Erlbaum.
 
Crosby, Ph. (2004), (Quality without Tears: The Art of Hasher Free Management) Mc Grow Hill, New York.
Dobrescu, T., & Salgau, S. (2011). (Consumer satisfaction the type of fitness club in bacau). Art and Sport, 4(53): 119-232.
Durandish, Alireza; Elahi, Alireza., Poursoltani Zarandi, Hossein (2015). (Predicting Customer Satisfaction and Willingness to Reappear by Service Quality Components in Sports Clubs: A Study of Bodybuilding Clubs). Journal of Research in Sports Management and Motor Behavior. 6 (11): 39-29. (Persian)
Duval, S., & R. Tweedie. (2000). (Trim and Fill: A Simple funnel plot based method of testing and adjusting for publication bias in meta-analysis). Biometrics .56(2): 455-463
Fallahi, Ahmad., Ehsani, Mohammad., Pornaghi, Amin (1393). (The effect of service quality dimensions on the level of satisfaction with the services of bodybuilding clubs in Tehran). Journal of Sports Management Studies, 27: 126-109. (Persian)
Fasnaghari, Elham., Goodarzi, Mahmoud (1396). (Investigating the effect of service quality dimensions on the satisfaction of female customers of sports clubs). Journal of Physiology and Management Research in Sport. 9(1): 36-21. (Persian)
Fiegenbaum, A.V. (1991), Total quality control, fiegenbaum, 3rd Edition, new York, MC Grave-Hill.
Field, A. P. (2003). (The problems in using fixed-effects models of meta-analysis on real-world data). Understanding Statistics. 2: 77-96.
Gohar Rostami, Hamidreza., Mehr Ali Tabar, Hakimeh., Banar, Noushin (1394). (Relationship between service quality and customer behavior of fitness centers and providing a suitable model). Journal of Sports Management and Motor Behavior. 11(22): 168-159. (Persian)
Hamzehpour kheradmardi, M. (2013). “The relation of service quality, consent and loyalty to the customers' future intention in Mazandaran body building clubs”, M. A Thesis shomal university (Persian)
Heydarnezhad, s., Akhlaghi, H., SHafi niya, P., & Bahreini, N. (2013). (From the perspective of the customer service quality body building Ahwaz). Journal management of sport and motor behavior. 21: 149-156. (Persian)
Higgins, J. P.T., & Thompson, S. G. (2002). (Quantifying heterogeneity in a meta-analysis), Statistics in medicine. 21: 1539-1558.
 
Honary, Habib., Shojaei Borjoui, Soheila., Farid Fathi, Akbar (1393). (Assessing the quality of services and its relationship with customer satisfaction in Tehran pools). Journal of Fundamentals of Management Studies in Sport. 1(2): 105-99(Persian)
Hunter, J. E., & Schmidt, F. L. (2000). (Fixed effects vs random effects meta-analysis models: Implications for cumulative research knowledge). International Journal of Selection & Assessment. 8: 275-292.
Ismaili, Mohsen; Ehsani, Mohammad., Koozehchian, Hashem., Henry, Habib (1393). (Designing a model for influencing service quality on loyalty, customer satisfaction, perceived value and future behavior of customers in water sports recreation complexes). Journal of Sports Management Studies. 26: 58-37 (Persian)
Kalhori, Peyman., Akbari Yazdi, Hossein (1398). (Relationship between service quality (based on Kivask model) with satisfaction and desire for students to participate in extracurricular sports activities). Journal of Sports Management Studies. 53: 198-181. (Persian)
Lim, Sei–Jun, (2006), (The Influence of Service Quality on Customer Satisfaction, Attitudinal Loyalty, and Behavioral Future Intentions for Participation of Fitness Centers in South Korea), Journal of Sports Management Studies  57-89
Maleki, Mohammad and Farashi, Leila, (1399), (The relationship between the quality of services provided by private clubs and the satisfaction and loyalty of athletes, the 6th National Conference on Sports Science and Physical Education of Iran, Tehran), https://civilica.com/doc/1031777 (persian)
Menati, Aziz, Shabani Moghadam, Saturn; Eidi, Hussein (1397). (The effect of design and its elements on customer satisfaction and perceived quality of sports venues in the west of the country). Journal of Motor and Behavioral Sciences. 1(3): 222-211 (Persian)
Najafnejad, Sima, poursoltani, zarandi, Hosein. (1399). (The role of service quality on female customer satisfaction Sports clubs in Karaj. Sixth National Conference on Sports Science and Physical Education of Iran). Summer 1399 Tehran, https://civilica.com/doc/1031605 (Persian)
Nazari, Rasoul., hadadi, soosan, (1396), (Effect of service quality on customer satisfaction and loyalty and promotion of strategic brand position Private clubs: model presentation). New approaches in sports management. 5(17): 45-56 (Persian)
Romo, V. P,. Chinchilla Minguet J.L., & Freire. M.G, (2010). (Sports management Services: The imensions of Quality), Journal of Human Sport & Exercise, 4(2): 295-306.
Saatchian, Vahid., Safari, Hamidreza., Safari, Hamidreza., Rasouli, Seyed Mehdi, Eskandari, Isa., Elahi, Alireza (1392). (Relationship between service quality, satisfaction and loyalty with the intention of future presence of customers in physical fitness and aerobics centers (Case study: Rasht city)). Journal of Research in Sports Management and Motor Behavior. 3(5): 137-125 (Persian)
Saeedi, Roghayeh., Hosseini, Seyed Emad., Farzam, Farzan (1392). (Relationship between service quality and customer satisfaction and loyalty of Mazandaran women's clubs). Journal of Sports Management and Motor Behavior. 11(22): 38-29 (Persian)
Seyed Ameri, Mir Hassan., Bahrami, Soran., Sayadi, Mohammad Amin (1391). (Investigating the relationship between service quality and customer satisfaction and loyalty of public and private indoor sports facilities in Urmia). Journal of Applied Management Research and Life Sciences in Sport. 3: 18-11(Persian)
Seyed Javadin, Seyed Reza., Khanlari, Amir., Stiri, Mehrdad (1389). (A model for evaluating the impact of service quality on sports customer loyalty). Olympic Quarterly. 18(4): 51-42 (Persian)
Spreng, A.R., & Mackoy, D.R. (1996), (An empirical examination of model of perceived service quality and satisfaction), Journal of Retailing, 72: 201-14.
Theoretical, Apostle., Haddadi, Susan (1396). (The effect of service quality on customer satisfaction and loyalty and promoting the strategic position of the brand of private clubs: model presentation). Journal of New Approaches in Sports Management. 5(17): 56-45. (Persian)
Yildiz, S. M (2011). (An importanceperformance analysis of fitness centre service quality). Frican Journal of Business Management, 5(16): 7031-7041.
Zargar, Taybeh., Safaei, Razieh (1393). (Investigating the relationship between customers' satisfaction of Tehran Municipality sports complexes and improving the quality of sports complex services). Quarterly Journal of Urban Management Studies. 6(17): 86-81(Persian)