Research Article
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The Mediating Role of Customer Satisfaction Between Service Quality and Customer Loyalty: A Study in Commercial Sport Organizations

Year 2022, Volume: 17 Issue: 2, 419 - 431, 31.12.2022
https://doi.org/10.33459/cbubesbd.1175918

Abstract

This study aimed to examine the relationship between service quality, customer satisfaction and customer loyalty in sports organizations. The sample of the study consisted of the customers of commercial sports organizations (fitness centers, health & sports centers and gyms) in a big city in eastern Turkey (n=409). Three scales were used as data collection tools in the study: The QSport-14 developed by Yildiz and Kara (2012), the customer satisfaction scale developed by Cronin, Brady, and Hult (2000), the customer loyalty scale developed by Zeithaml, Berry, and Parasuraman (1996). The data were analyzed with the structural equation model. SPSS and Smart PLS statistical programs were used in the analysis of the data. First of all, the scales were subjected to measurement model analysis. At the measurement model stage, the validity and reliability analyzes of the scales were made. Then, structural model analysis was applied. In the structural model stage, the estimation evaluations of the model were made. Structural equation modeling was applied to test the hypotheses. The results of the analysis showed that service quality had a significant and positive effect on customer loyalty (β=0.898; p<0.001), and customer satisfaction had a significant and positive effect on customer loyalty (β=0.848; p<0.001). Another analysis result indicated that customer satisfaction had a full mediation effect between service quality and customer loyalty (β=0.761; p<0.001). 

References

  • Akbulut, G.N., & Yıldız, S.M. (2021). Hizmet kalitesinin müşteri sadakatine etkisi: Su sporları işletmesi müşterileri üzerinde bir uygulama. CBÜ Beden Eğitimi ve Spor Bilimleri Dergisi, 16(2), 101-111. https://doi.org/10.33459/cbubesbd.1005150
  • Alexandris, K., Zahariadis, P., Tsorbatzoudis, C., & Grouios, G. (2004). An empirical investigation of the relationships among service quality, customer satisfaction and psychological commitment in a health club context. European Sport Management Quarterly, 4(1), 36-52. https://doi.org/10.1080/16184740408737466
  • Bagozzi, R.P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
  • Bodet, G., & Bernache-Assollant, I. (2011). Consumer loyalty in sport spectatorship services: The relationships with consumer satisfaction and team identification. Psychology & Marketing, 28(8), 781-802. https://doi.org/10.1002/mar.20412
  • Byrne, B.M. (1994). Structural equation modeling with EQS and EQS/Windows: Basic concepts, applications, and programming. Sage.
  • Caruana, A. (2002). The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811-828. https://doi.org/10.1108/03090560210430818
  • Chin, W.W. (1998). Commentary: Issues and opinion on structural equation modeling. MIS Quarterly, 22(1), vii-xvi.
  • Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218. https://doi.org/10.1016/S0022-4359(00)00028-2
  • Çevik, H., & Sevilmiş, A. (2022). The effects of sense of community on perceived value, consumer satisfaction and future intention in the low-cost fitness clubs. Managing Sport and Leisure, (in press) https://doi.org/10.1080/23750472.2022.2115393
  • Demo, G., Neiva, E.R., Nunes, I., & Rozzett, K. (2012). Human resources management policies and practices scale (HRMPPS): Exploratory and confirmatory factor analysis. BAR-Brazilian Administration Review, 9(4), 395-420. https://doi.org/10.1590/S1807-76922012005000006
  • Dijkstra, T.K., & Henseler, J. (2015). Consistent partial least squares path modeling. MIS Quarterly, 39(2), 297-316.
  • Esentaş, M., Yıldız, K., & Güzel, P. (2020). Özel spor salonu müşterilerinin hizmet kalitelerinin bazı demografik değişkenler açısından incelenmesi. Sportif Bakış: Spor ve Eğitim Bilimleri Dergisi, 7(SI1), 11-25.
  • Farias, E., Mendes, L., Nascimento, M., & Morais, E. (2022). Service quality relevant attributes towards a future excellence-based fitness centre classification in Rio De Janeiro. International Journal for Quality Research, 16(3), 917-938. https://doi.org/10.24874/IJQR15.01-19
  • Ferguson, R.J., Paulin, M., & Leiriao, E. (2006). Loyalty and positive word-of-mouth. Health Marketing Quarterly, 23(3), 59-77. https://doi.org/10.1080/07359680802086174
  • Fornell, C., & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
  • Freitas, A.L.P., & Lacerda, T.S. (2019). Fitness centers: What are the most important attributes in this sector?. International Journal for Quality Research, 13(1), 177-192. https://doi.org/10.24874/IJQR13.01-11
  • Hair, J.F., Risher, J. J., Sarstedt, M., & Ringle, C.M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2-24. https://doi.org/10.1108/EBR-11-2018-0203
  • Hair, J.F., Sarstedt, M., Ringle, C.M., & Gudergan, S.P. (2017). Advanced Issues in Partial Least Squares Structural Equation Modeling. Sage Publications.
  • Hansemark, O.C., & Albinsson, M. (2004). Customer satisfaction and retention: The experiences of individual employees. Managing Service Quality: An International Journal, 14(1), 40-57. https://doi.org/10.1108/09604520410513668
  • Henseler, J., Ringle, C.M., & Sinkovics, R.R. (2009). The use of partial least squares path modeling in international marketing. In: New Challenges to International Marketing. Emerald Group Publishing Limited, Bingley.
  • Henseler, J., Dijkstra, T.K., Sarstedt, M., Ringle, C.M., Diamantopoulos, A., Straub, D.W., ... & Calantone, R. J. (2014). Common beliefs and reality about PLS: Comments on Rönkkö and Evermann (2013). Organizational Research Methods, 17(2), 182-209. https://doi.org/10.1177/10944281145269
  • Hu, L.T., & Bentler, P.M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1-55. https://doi.org/10.1080/10705519909540118
  • Kotler, P., & Armstrong, G. (2004). Principles of marketing. Pearson Prentice Hall.
  • Lee, S.Y. (2017). Service quality of sports centers and customer loyalty. Asia Pacific Journal of Marketing and Logistics, 29(4), 870-879. https://doi.org/10.1108/APJML-10-2016-0191
  • Lovelock, C. (2000). Services marketing: People, technology, strategy. 4th Edition. New Jersey: Prentice Hall.
  • Moron, J. P., Madan, S., Cheu, J. Y., Kee, D. M. H., Cheong, L. C., Chin, R., & Garcia, A. P. M. (2022). Effect of service quality and customer satisfaction on customer loyalty: A case study of Starbucks in Malaysia. International Journal of Tourism and Hospitality in Asia Pasific, 5(1), 62-74. https://doi.org/10.32535/ijthap.v5i1.140 2
  • Mosahab, R., Mahamad, O., & Ramayah, T. (2010). Service quality, customer satisfaction and loyalty: A test of mediation. International Business Research, 3(4), 72-80. https://doi.org/10.5539/ibr.v3n4p72
  • Nejadjavad, M., & Gilanini, S. (2016). The role of service quality in organizations. Kuwait Chapter of Arabian Journal of Business and Management Review, 5(7), 19-27. https://doi.org/10.12816/0019403
  • Nkwede, M-F., & Okpara, G.S. (2017). Correlate of service quality dimensions and customer loyalty in the Nigerian telecom markets: Does customer satisfaction play a mediating role?. Journal of Business and Management, 19(1), 60-71. https://doi.org/10.9790/487X-1901046071
  • Oh, H. (1999). Services quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67-82. https://doi.org/10.1016/S0278-4319(98)00047-4
  • Oliver, R.L. (1981). Measurement and evaluation of satisfaction process in retail settings. Journal of Retailing, 57, 25-48.
  • Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
  • Rahi, S., Ammara, U.E., & Qazi, T.F. (2021). The impact of advertisement on customer loyalty with mediating role of word of mouth (WOM). 66th International Scientific Conference on Economic and Social Development – Rabat, 26-27 March, 224-229.
  • Sevilmiş, A., Ozdemir, I., Garcia-Fernandez, J., & Zhang, J.J. (2022). Examining the relationships among perceived quality, perceived value, customer satisfaction, and behavioral intention in Turkish fitness centers. Physical Culture and Sport Studies and Research, 96(1), 40-54. https://doi.org/10.2478/pcssr-2022-0018
  • Tanrıkulu, G., & Ekici, S. (2020). Yerel yönetimlerin spor tesislerinden faydalanan yöre halkının hizmet kalitesi beklentisi ve algısına yönelik bir inceleme: Keçiören Belediyesi örneği. Spor Bilimleri Araştırmaları Dergisi, 5(1), 15-26. https://doi.org/10.25307/jssr.664936
  • Tenenhaus, M., Vinzi, V.E., Chatelin, Y.M., & Lauro, C. (2005). PLS path modeling. Computational Statistics & Data Analysis, 48(1), 159-205.
  • Vieira, E., Ferreira, J., & São João, R. (2022). A qualidade do serviço avaliada pelos clients que não frequentam o ginásio de acordo com as diferenças sociodemográficas. Cuadernos de Psicología del Deporte, 22(3), 114-123. https://doi.org/10.6018/cpd.492641
  • Voorhees, C.M., Brady, M.K., Calantone, R., & Ramirez, E. (2016). Discriminant validity testing in marketing: An analysis, causes for concern, and proposed remedies. Journal of the Academy of Marketing Science, 44(1), 119-134. https://doi.org/10.1007/s11747-015-0455-4
  • Wong, K.K.K. (2013). Partial least squares structural equation modeling (PLS-SEM) techniques using SmartPLS. Marketing Bulletin, 24(1), 1-32.
  • Yıldız, K., Polat, E., Sönmezoğlu, U., ve Çokpartal, C. (2016). Fitness merkezi üyelerinin algıladıkları hizmet kalitesinin belirleyicileri üzerine bir analiz. Niğde Üniversitesi Beden Eğitimi ve Spor Bilimleri Dergisi, 10(3), 453-464.
  • Yildiz, S.M., & Tüfekci, Ö. (2010). Assessment of expectations and perceptions of fitness center customers for service quality. Balikesir University the Institute of Social Sciences, 13(24), 1-11.
  • Yildiz, S. M., & Kara, A. (2012). A re-examination and extension of measuring perceived service quality in physical activity and sports centres (PSC): QSport-14 scale. International Journal of Sports Marketing and Sponsorship, 13(3), 26-45. https://doi.org/10.1108/IJSMS-13-03-2012-B004
  • Yildiz, S., Duyan, M., & Günel, İ. (2018). The effect of service quality on customer satisfaction: An empirical study on fitness centers’ customers. Journal of Sport Sciences Researches, 3(1), 1-8. https://doi.org/10.25307/jssr.344971
  • Yildiz, S.M., & Duyan, M. (2019). The Relationship among service quality, customer satisfaction, and customer loyalty: An empirical investigation of sports and physical activity sector. Pamukkale Journal of Sport Sciences,10(1), 17-30.
  • Yildiz, K., Polat, E., & Yildiz, S.M. (2021). The fitness industry in Turkey. In: The Global Private Health & Fitness Business: A Marketing Perspective. Ed: Jerónimo García-Fernández and Pablo Gálvez-Ruiz. Emerald Publishing Ltd.
  • Zeithaml, V.A., Berry, L.L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46. https://doi.org/10.2307/1251929
  • Zhao, X., Lynch, J.G., & Chen, Q. (2010). Reconsidering Baron and Kenny: Myths and truths about mediation analysis. Journal of Consumer Research, 37, 197-206. https://doi.org/10.1086/651257

Müşteri Tatmininin Hizmet Kalitesi ve Müşteri Sadakati Arasındaki Aracılık Rolü: Ticari Olarak Faaliyet Gösteren Spor İşletmelerinde Bir Uygulama

Year 2022, Volume: 17 Issue: 2, 419 - 431, 31.12.2022
https://doi.org/10.33459/cbubesbd.1175918

Abstract

Bu çalışmada spor örgütlerinde hizmet kalitesi, müşteri tatmini ve müşteri sadakati ilişkisinin incelenmesi amaçlanmıştır. Çalışmaya Türkiye’nin doğusunda bulunan bir şehirde ticari olarak faaliyet gösteren spor işletmelerinin (fitness merkezleri, sağlık & spor merkezleri ve spor salonlarının) müşterileri katılmıştır (n=409). Veri toplama aracı olarak; hizmet kalitesini belirlemek için Yildiz ve Kara (2012) tarafından geliştirilen QSport-14, müşteri tatminini belirlemek için Cronin, Brady ve Hult (2000) tarafından geliştirilen müşteri tatmini ölçeği, müşteri sadakatini belirlemek için Zeithaml, Berry ve Parasuraman (1996) tarafından geliştirilen müşteri sadakati ölçeği kullanılmıştır. Verilerin çözümlenmesinde SPSS and Smart PLS istatistik programlarından faydalanılmıştır. Öncelikle ölçekler ölçüm modeli analizine tabi tutulmuştur. Ölçüm modeli aşamasında ölçeklerin geçerlik ve güvenirlik analizleri yapılmıştır. Daha sonra yapısal model analizi uygulanmıştır. Yapısal model aşamasında modelin tahmin değerlendirmeleri yapılmıştır. Hipotezlerin testi yapısal eşitlik modeli ile belirlenmiştir. Analiz sonucu hizmet kalitesinin müşteri sadakati üzerinde anlamlı ve pozitif yönde bir etkisinin olduğunu (β=0,898; p<0,001) ve müşteri tatmininin müşteri sadakati üzerinde anlamlı ve pozitif bir etkisinin olduğunu (β=0,848; p<0,001) göstermiştir. Diğer bir analiz sonucu, müşteri tatmininin hizmet kalitesi ile müşteri sadakati arasında tam aracılık ettiğini göstermiştir (β=0,761; p<0,001).

References

  • Akbulut, G.N., & Yıldız, S.M. (2021). Hizmet kalitesinin müşteri sadakatine etkisi: Su sporları işletmesi müşterileri üzerinde bir uygulama. CBÜ Beden Eğitimi ve Spor Bilimleri Dergisi, 16(2), 101-111. https://doi.org/10.33459/cbubesbd.1005150
  • Alexandris, K., Zahariadis, P., Tsorbatzoudis, C., & Grouios, G. (2004). An empirical investigation of the relationships among service quality, customer satisfaction and psychological commitment in a health club context. European Sport Management Quarterly, 4(1), 36-52. https://doi.org/10.1080/16184740408737466
  • Bagozzi, R.P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
  • Bodet, G., & Bernache-Assollant, I. (2011). Consumer loyalty in sport spectatorship services: The relationships with consumer satisfaction and team identification. Psychology & Marketing, 28(8), 781-802. https://doi.org/10.1002/mar.20412
  • Byrne, B.M. (1994). Structural equation modeling with EQS and EQS/Windows: Basic concepts, applications, and programming. Sage.
  • Caruana, A. (2002). The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811-828. https://doi.org/10.1108/03090560210430818
  • Chin, W.W. (1998). Commentary: Issues and opinion on structural equation modeling. MIS Quarterly, 22(1), vii-xvi.
  • Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218. https://doi.org/10.1016/S0022-4359(00)00028-2
  • Çevik, H., & Sevilmiş, A. (2022). The effects of sense of community on perceived value, consumer satisfaction and future intention in the low-cost fitness clubs. Managing Sport and Leisure, (in press) https://doi.org/10.1080/23750472.2022.2115393
  • Demo, G., Neiva, E.R., Nunes, I., & Rozzett, K. (2012). Human resources management policies and practices scale (HRMPPS): Exploratory and confirmatory factor analysis. BAR-Brazilian Administration Review, 9(4), 395-420. https://doi.org/10.1590/S1807-76922012005000006
  • Dijkstra, T.K., & Henseler, J. (2015). Consistent partial least squares path modeling. MIS Quarterly, 39(2), 297-316.
  • Esentaş, M., Yıldız, K., & Güzel, P. (2020). Özel spor salonu müşterilerinin hizmet kalitelerinin bazı demografik değişkenler açısından incelenmesi. Sportif Bakış: Spor ve Eğitim Bilimleri Dergisi, 7(SI1), 11-25.
  • Farias, E., Mendes, L., Nascimento, M., & Morais, E. (2022). Service quality relevant attributes towards a future excellence-based fitness centre classification in Rio De Janeiro. International Journal for Quality Research, 16(3), 917-938. https://doi.org/10.24874/IJQR15.01-19
  • Ferguson, R.J., Paulin, M., & Leiriao, E. (2006). Loyalty and positive word-of-mouth. Health Marketing Quarterly, 23(3), 59-77. https://doi.org/10.1080/07359680802086174
  • Fornell, C., & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
  • Freitas, A.L.P., & Lacerda, T.S. (2019). Fitness centers: What are the most important attributes in this sector?. International Journal for Quality Research, 13(1), 177-192. https://doi.org/10.24874/IJQR13.01-11
  • Hair, J.F., Risher, J. J., Sarstedt, M., & Ringle, C.M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2-24. https://doi.org/10.1108/EBR-11-2018-0203
  • Hair, J.F., Sarstedt, M., Ringle, C.M., & Gudergan, S.P. (2017). Advanced Issues in Partial Least Squares Structural Equation Modeling. Sage Publications.
  • Hansemark, O.C., & Albinsson, M. (2004). Customer satisfaction and retention: The experiences of individual employees. Managing Service Quality: An International Journal, 14(1), 40-57. https://doi.org/10.1108/09604520410513668
  • Henseler, J., Ringle, C.M., & Sinkovics, R.R. (2009). The use of partial least squares path modeling in international marketing. In: New Challenges to International Marketing. Emerald Group Publishing Limited, Bingley.
  • Henseler, J., Dijkstra, T.K., Sarstedt, M., Ringle, C.M., Diamantopoulos, A., Straub, D.W., ... & Calantone, R. J. (2014). Common beliefs and reality about PLS: Comments on Rönkkö and Evermann (2013). Organizational Research Methods, 17(2), 182-209. https://doi.org/10.1177/10944281145269
  • Hu, L.T., & Bentler, P.M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1-55. https://doi.org/10.1080/10705519909540118
  • Kotler, P., & Armstrong, G. (2004). Principles of marketing. Pearson Prentice Hall.
  • Lee, S.Y. (2017). Service quality of sports centers and customer loyalty. Asia Pacific Journal of Marketing and Logistics, 29(4), 870-879. https://doi.org/10.1108/APJML-10-2016-0191
  • Lovelock, C. (2000). Services marketing: People, technology, strategy. 4th Edition. New Jersey: Prentice Hall.
  • Moron, J. P., Madan, S., Cheu, J. Y., Kee, D. M. H., Cheong, L. C., Chin, R., & Garcia, A. P. M. (2022). Effect of service quality and customer satisfaction on customer loyalty: A case study of Starbucks in Malaysia. International Journal of Tourism and Hospitality in Asia Pasific, 5(1), 62-74. https://doi.org/10.32535/ijthap.v5i1.140 2
  • Mosahab, R., Mahamad, O., & Ramayah, T. (2010). Service quality, customer satisfaction and loyalty: A test of mediation. International Business Research, 3(4), 72-80. https://doi.org/10.5539/ibr.v3n4p72
  • Nejadjavad, M., & Gilanini, S. (2016). The role of service quality in organizations. Kuwait Chapter of Arabian Journal of Business and Management Review, 5(7), 19-27. https://doi.org/10.12816/0019403
  • Nkwede, M-F., & Okpara, G.S. (2017). Correlate of service quality dimensions and customer loyalty in the Nigerian telecom markets: Does customer satisfaction play a mediating role?. Journal of Business and Management, 19(1), 60-71. https://doi.org/10.9790/487X-1901046071
  • Oh, H. (1999). Services quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67-82. https://doi.org/10.1016/S0278-4319(98)00047-4
  • Oliver, R.L. (1981). Measurement and evaluation of satisfaction process in retail settings. Journal of Retailing, 57, 25-48.
  • Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
  • Rahi, S., Ammara, U.E., & Qazi, T.F. (2021). The impact of advertisement on customer loyalty with mediating role of word of mouth (WOM). 66th International Scientific Conference on Economic and Social Development – Rabat, 26-27 March, 224-229.
  • Sevilmiş, A., Ozdemir, I., Garcia-Fernandez, J., & Zhang, J.J. (2022). Examining the relationships among perceived quality, perceived value, customer satisfaction, and behavioral intention in Turkish fitness centers. Physical Culture and Sport Studies and Research, 96(1), 40-54. https://doi.org/10.2478/pcssr-2022-0018
  • Tanrıkulu, G., & Ekici, S. (2020). Yerel yönetimlerin spor tesislerinden faydalanan yöre halkının hizmet kalitesi beklentisi ve algısına yönelik bir inceleme: Keçiören Belediyesi örneği. Spor Bilimleri Araştırmaları Dergisi, 5(1), 15-26. https://doi.org/10.25307/jssr.664936
  • Tenenhaus, M., Vinzi, V.E., Chatelin, Y.M., & Lauro, C. (2005). PLS path modeling. Computational Statistics & Data Analysis, 48(1), 159-205.
  • Vieira, E., Ferreira, J., & São João, R. (2022). A qualidade do serviço avaliada pelos clients que não frequentam o ginásio de acordo com as diferenças sociodemográficas. Cuadernos de Psicología del Deporte, 22(3), 114-123. https://doi.org/10.6018/cpd.492641
  • Voorhees, C.M., Brady, M.K., Calantone, R., & Ramirez, E. (2016). Discriminant validity testing in marketing: An analysis, causes for concern, and proposed remedies. Journal of the Academy of Marketing Science, 44(1), 119-134. https://doi.org/10.1007/s11747-015-0455-4
  • Wong, K.K.K. (2013). Partial least squares structural equation modeling (PLS-SEM) techniques using SmartPLS. Marketing Bulletin, 24(1), 1-32.
  • Yıldız, K., Polat, E., Sönmezoğlu, U., ve Çokpartal, C. (2016). Fitness merkezi üyelerinin algıladıkları hizmet kalitesinin belirleyicileri üzerine bir analiz. Niğde Üniversitesi Beden Eğitimi ve Spor Bilimleri Dergisi, 10(3), 453-464.
  • Yildiz, S.M., & Tüfekci, Ö. (2010). Assessment of expectations and perceptions of fitness center customers for service quality. Balikesir University the Institute of Social Sciences, 13(24), 1-11.
  • Yildiz, S. M., & Kara, A. (2012). A re-examination and extension of measuring perceived service quality in physical activity and sports centres (PSC): QSport-14 scale. International Journal of Sports Marketing and Sponsorship, 13(3), 26-45. https://doi.org/10.1108/IJSMS-13-03-2012-B004
  • Yildiz, S., Duyan, M., & Günel, İ. (2018). The effect of service quality on customer satisfaction: An empirical study on fitness centers’ customers. Journal of Sport Sciences Researches, 3(1), 1-8. https://doi.org/10.25307/jssr.344971
  • Yildiz, S.M., & Duyan, M. (2019). The Relationship among service quality, customer satisfaction, and customer loyalty: An empirical investigation of sports and physical activity sector. Pamukkale Journal of Sport Sciences,10(1), 17-30.
  • Yildiz, K., Polat, E., & Yildiz, S.M. (2021). The fitness industry in Turkey. In: The Global Private Health & Fitness Business: A Marketing Perspective. Ed: Jerónimo García-Fernández and Pablo Gálvez-Ruiz. Emerald Publishing Ltd.
  • Zeithaml, V.A., Berry, L.L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46. https://doi.org/10.2307/1251929
  • Zhao, X., Lynch, J.G., & Chen, Q. (2010). Reconsidering Baron and Kenny: Myths and truths about mediation analysis. Journal of Consumer Research, 37, 197-206. https://doi.org/10.1086/651257
There are 47 citations in total.

Details

Primary Language English
Subjects Sports Medicine
Journal Section Research Article
Authors

Seda Tufantoz This is me 0000-0001-9371-6507

Süleyman Murat Yıldız 0000-0001-7622-9870

Early Pub Date December 11, 2022
Publication Date December 31, 2022
Submission Date September 15, 2022
Acceptance Date December 14, 2022
Published in Issue Year 2022 Volume: 17 Issue: 2

Cite

APA Tufantoz, S., & Yıldız, S. M. (2022). The Mediating Role of Customer Satisfaction Between Service Quality and Customer Loyalty: A Study in Commercial Sport Organizations. CBÜ Beden Eğitimi Ve Spor Bilimleri Dergisi, 17(2), 419-431. https://doi.org/10.33459/cbubesbd.1175918
AMA Tufantoz S, Yıldız SM. The Mediating Role of Customer Satisfaction Between Service Quality and Customer Loyalty: A Study in Commercial Sport Organizations. CBÜ BESBD. December 2022;17(2):419-431. doi:10.33459/cbubesbd.1175918
Chicago Tufantoz, Seda, and Süleyman Murat Yıldız. “The Mediating Role of Customer Satisfaction Between Service Quality and Customer Loyalty: A Study in Commercial Sport Organizations”. CBÜ Beden Eğitimi Ve Spor Bilimleri Dergisi 17, no. 2 (December 2022): 419-31. https://doi.org/10.33459/cbubesbd.1175918.
EndNote Tufantoz S, Yıldız SM (December 1, 2022) The Mediating Role of Customer Satisfaction Between Service Quality and Customer Loyalty: A Study in Commercial Sport Organizations. CBÜ Beden Eğitimi ve Spor Bilimleri Dergisi 17 2 419–431.
IEEE S. Tufantoz and S. M. Yıldız, “The Mediating Role of Customer Satisfaction Between Service Quality and Customer Loyalty: A Study in Commercial Sport Organizations”, CBÜ BESBD, vol. 17, no. 2, pp. 419–431, 2022, doi: 10.33459/cbubesbd.1175918.
ISNAD Tufantoz, Seda - Yıldız, Süleyman Murat. “The Mediating Role of Customer Satisfaction Between Service Quality and Customer Loyalty: A Study in Commercial Sport Organizations”. CBÜ Beden Eğitimi ve Spor Bilimleri Dergisi 17/2 (December 2022), 419-431. https://doi.org/10.33459/cbubesbd.1175918.
JAMA Tufantoz S, Yıldız SM. The Mediating Role of Customer Satisfaction Between Service Quality and Customer Loyalty: A Study in Commercial Sport Organizations. CBÜ BESBD. 2022;17:419–431.
MLA Tufantoz, Seda and Süleyman Murat Yıldız. “The Mediating Role of Customer Satisfaction Between Service Quality and Customer Loyalty: A Study in Commercial Sport Organizations”. CBÜ Beden Eğitimi Ve Spor Bilimleri Dergisi, vol. 17, no. 2, 2022, pp. 419-31, doi:10.33459/cbubesbd.1175918.
Vancouver Tufantoz S, Yıldız SM. The Mediating Role of Customer Satisfaction Between Service Quality and Customer Loyalty: A Study in Commercial Sport Organizations. CBÜ BESBD. 2022;17(2):419-31.