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http://dx.doi.org/10.14400/JDC.2018.16.10.497

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  

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)
Publication Information
Journal of Digital Convergence / v.16, no.10, 2018 , pp. 497-510 More about this Journal
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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Times Cited By KSCI : 6  (Citation Analysis)
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