Service Quality of the Ocean Sports Clubs and Its Impact on Customer Satisfaction and Customer Loyalty

Service Quality of the Ocean Sports Clubs and Its Impact on Customer Satisfaction and Customer Loyalty

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The instruments selected to obtain data were as follows: (a) Service Quality Scale (SQS), modified version of Ko's (2002) the scale of service quality for participant sport (SSQPS) scale. (b) Customer Satisfaction Scale (CSS) a modified version of Tu's (2004) overall customer satisfaction scale which was originally used for hotel management study. (c) Customer Loyalty Scale (CLS) which was modified version of Allen and Meyer (1990).Interaction Quality (Client-Employee Interaction) The following questions relate to your perception of the interactions you have had with ... Employee refers to instructors of classes, monitors and manager of facilities, and front desk personnel.


Title:Service Quality of the Ocean Sports Clubs and Its Impact on Customer Satisfaction and Customer Loyalty
Author:
Publisher:ProQuest - 2008
ISBN-13:

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