CUSTOMER SATISFACTION WHEN PARTICIPATING IN SPORTS ACTIVITIES AT TRUNG NGOC COMPLEX, TRA VINH CITY, VIETNAM

Authors

  • Nguyen Toan Nang School of Foundation Science, Tra Vinh University, Vietnam
  • Kien Hau School of Foundation Science, Tra Vinh University, Vietnam

DOI:

https://doi.org/10.46827/ejpe.v9i6.4844

Keywords:

satisfaction, physical training activities, Trung Ngoc Complex, Tra Vinh City, Vietnam

Abstract

The purpose of this objective is to share information about patron satisfaction with sports events at Trung Ngoc Complex. Tra Vinh City, Vietnam. By synthesizing documents, interviewers, and statistics, the article surveyed 140 people out of a total of 820 customers regular visits to Trung Ngoc Complex according to the scale of Parasuraman et al. (1985, 1988). In consists has five components and 22 observable variables: tangible (four variables), reliability (five variables), assurance (four variables), (empathy) (five variables). The results demonstrate customer satisfaction when partaking in sporting events at the Trung Ngoc Complex in Tra Vinh, Vietnam; relative unhappiness with concrete methods; responsibility- responsiveness and assurance.

 

Article visualizations:

Hit counter

Author Biographies

  • Nguyen Toan Nang, School of Foundation Science, Tra Vinh University, Vietnam

    Nguyen Toan Nang has completed his Master degree and has been a physical education lecturer at School of Foundation Science, Tra Vinh University, Vietnam.

  • Kien Hau, School of Foundation Science, Tra Vinh University, Vietnam

    Kien Hau has completed his Master degree and has been a physical education lecturer at School of Foundation Science, Tra Vinh University, Vietnam.

References

Nguyen Dinh Tho & Nguyen Thi Mai Trang (2007). Market research. Ho Chi Minh City: Ho Chi Minh City National University Publishing House.

Le Thiet Can (2016). Textbook of sociology of sport. Ho Chi Minh City: Ho Chi Minh City National University Publishing House.

Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2016). Services Marketing: Integrating Customer Focus Across the Firm (3rd ed.). London: McGraw Hill Education.

Mañas, M. A., Jiménez, G., Muyor, J. M., Martínez, V., & Moliner, C. P. (2008). Tangibles as predictors of customer satisfaction in sports services. Psicothema, 20(2), 243-248.

Tsitskari, E., Tsiotras, D., & Tsiotras, G. (2006). Measuring service quality in sport services. Total Quality Management and Business Excellence, 17(5), 623-631.

Larson, B. V., & Steinman, R. B. (2009). Driving NFL fan satisfaction and return intentions with concession service quality. Services Marketing Quarterly, 30(4), 418-428.

Martínez, J. A., & Martínez, L. (2008). Measuring perceived service quality in sports services: A first person approach. Revista Internacional De Medicina y Ciencias De La Actividad Fisica y Del Deporte, 8(31), 244-255.

Martin, D. S., & O’Neill, M. (2010). Scale development and testing: A new measure of cognitive satisfaction in sports tourism. Event Management, 14(1), 1-15.

Tsitskari, E., Tsiotras, D., & Tsiotras, G. (2006). Measuring service quality in sport services. Total Quality Management and Business Excellence, 17(5), 623-631.

Javadein, S. R. S., Khanlari, A., & Estiri, M. (2008). Customer loyalty in the sport services industry: the role of service quality, customer satisfaction, commitment and trust. Journal of Human Sciences, 5(2).

Douglas, L., & Connor, R. (2003). Attitudes to service quality-the expectations gap, Nutrition and Food Science, 33(4), pp.165-172.

Rosen, L. D., Karwan, K., & Scribner, L. (2003). Service quality measurement and the disconfirmation model: taking care in interpretation, Total Quality Management, 14(1), pp.3-14.

Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction, Journal of Retailing, 72, pp.201–214.

Zeithaml, V., Berry, L., & Parasuraman, A. (1996). The behavioral consequences of service quality, Journal of Marketing, 60, pp.31-46.

Robinson, L. (1995). Quality management-an investigation into the use of quality programmes in local authority sport and leisure facilities, Melton Mowbray: Melton Mowbray Institute of Sport and Recreation Management.

Robinson, L. (1999). Following the quality strategy: the reasons for the use of quality management in UK public leisure facilities, Managing Leisure: an International Journal, 4(4), pp.201-217.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.

Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12-40.

Downloads

Published

2023-05-20

Issue

Vol. 9 No. 6 (2023)

Section

Articles

License

Authors who publish with this journal agree to the following terms:

 

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.

 

  1. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.

 

  1. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).