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Effects of Service Quality of the Indoor Golf Practice Facility on Customer Satisfaction, Customer Loyalty and Intention to Repurchase : Verification of Mediating Effect on Customer Satisfaction and Customer Loyalty

실내골프연습장의 서비스품질이 고객만족, 고객충성도 및 재등록의사에 미치는 영향 : 고객만족과 고객충성도의 매개효과 검증

  • Lee, Sheng Yen (Dept. of Sports Science, Kyonggi University) ;
  • Park, Kyoung Shil (Dept. of Sports Science, Kyonggi University) ;
  • Cong, Rui (Dept. of Leisure Sports of Graduate School, Kyonggi University)
  • 이승은 (경기대학교 스포츠과학부) ;
  • 박경실 (경기대학교 스포츠과학부) ;
  • 총루이 (경기대학교 일반대학원)
  • Received : 2018.08.22
  • Accepted : 2018.10.20
  • Published : 2018.10.28

Abstract

This study aims to establish effects of service quality of the indoor golf practice facility on customer satisfaction, customer loyalty and intention to repurchase. Consumers using indoor golf practice facility were selected as the target population of this study, and 238 individuals were extracted by convenience sampling and administered a survey. The results are as follows. First, facility, process, instructor positively influence customer satisfaction. Second, facility, instructor positively influence customer loyalty. Third, facility, process, instructor positively influence intention to repurchase. Fourth, customer satisfaction positively influence intention to repurchase. Fifth, customer loyalty positively influence intention to repurchase. Sixth, customer satisfaction mediated service quality of indoor golf practice facility and intention to repurchase. Finally, customer loyalty partly mediated service quality of indoor golf practice facility and intention to repurchase.

Keywords

Golf;Indoor golf practice facility;Service quality;Customer satisfaction;Customer loyalty;Intention to repurchase

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