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Article

Measuring Perceived Service Quality and Its Impact on Golf Courses Performance According to Types of Facilities and User Profile

1
Faculty of Educational Sciences and Sports, University of Vigo, 36005 Pontevedra, Spain
2
Faculty of Sport Sciences and Physical Education, University of Coruña, 15179 Oleiros, Spain
3
Faculty of Psychology, University of Buenos Aires, Buenos Aires 1207, Argentina
4
Faculty of Psychology, University of Málaga, 29071 Málaga, Spain
5
Faculty of Psychology, University of Santiago de Compostela, 15782 Santiago de Compostela, Spain
*
Author to whom correspondence should be addressed.
Sustainability 2020, 12(14), 5746; https://doi.org/10.3390/su12145746
Received: 21 June 2020 / Revised: 4 July 2020 / Accepted: 9 July 2020 / Published: 17 July 2020
(This article belongs to the Special Issue Sustainable Customer Relationship Management)
The study was aimed at: (1) Analysing the psychometric features of the QGolf scale, (2) examining the relation between the user’s perceived quality, the club service dimensions, and the golf club performance and, (3) exploring whether a better performance could vary depending on the player’s profile and/or the type of golf course. To do so, 968 users from 13 clubs in north-western Spain golf courses were interviewed. Psychometric and theoretical findings are introduced regarding their further use in field marketing. The causal analysis of covariance structure leads us to state that the human and organisational dimension of the service is key to assess perceived quality. When comparing models, the explanatory power of the Handicap ≥ 20 model was higher than the one concerning Handicap < 20. Thus, the strategy to increase user satisfaction should be quite different depending on whether users are beginners or advanced golf players. Therefore, managers should consider the users’ profiles diversity, their specific needs, and the variety of target-groups involved, on account of the golf course’s interests. This seems the best pathway to achieve sustainability and survival in the area. View Full-Text
Keywords: consumer behaviour; scale; strategies management; industrial golf; loyalty consumer behaviour; scale; strategies management; industrial golf; loyalty
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MDPI and ACS Style

Serrano-Gómez, V.; García-García, Ó.; Gambau i Pinasa, V.; Fernández-Liporace, M.; Hernández-Mendo, A.; Rial-Boubeta, A. Measuring Perceived Service Quality and Its Impact on Golf Courses Performance According to Types of Facilities and User Profile. Sustainability 2020, 12, 5746. https://doi.org/10.3390/su12145746

AMA Style

Serrano-Gómez V, García-García Ó, Gambau i Pinasa V, Fernández-Liporace M, Hernández-Mendo A, Rial-Boubeta A. Measuring Perceived Service Quality and Its Impact on Golf Courses Performance According to Types of Facilities and User Profile. Sustainability. 2020; 12(14):5746. https://doi.org/10.3390/su12145746

Chicago/Turabian Style

Serrano-Gómez, Virginia, Óscar García-García, Vicente Gambau i Pinasa, Mercedes Fernández-Liporace, Antonio Hernández-Mendo, and Antonio Rial-Boubeta. 2020. "Measuring Perceived Service Quality and Its Impact on Golf Courses Performance According to Types of Facilities and User Profile" Sustainability 12, no. 14: 5746. https://doi.org/10.3390/su12145746

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