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Nongnapas Charoenpanich
Sarist Gulthawatvichai
Chatchai Chatpunyakul
Naphonphat Punyaritjaroen


Purpose : The purpose of this study was to investigate the relationships between service quality dimensions and overall satisfaction; and between the dimensions and intention to return among those who employed the athletic sports performance development service.

Methods : The study was conducted by employing the survey, which consisted of four parts with 33 questions in total. The three sample categories comprised athletes, coaches, and club advisors. The hypotheses were tested by employing multiple regression analysis, and one-way analysis of variance.

Results : The regression results suggested that the overall satisfaction and the intention to return were significantly predicted at .05 level. The reliability (p=0.06) and the empathy dimensions (p=0.05) significantly predicted the overall satisfaction. The intention to return to service was significantly predicted by the empathy dimension (p=0.10). However, the difference was not found among the athletes, coaches, and club advisors regarding the tangible (F=1.06, p=0.35), reliability (F=0.13, p=0.88), responsiveness (F=0.06, p=0.94), assurance (F=0.56, p=0.58) and empathy (F=0.64, p=0.53) aspects.

Conclusion : The empathy dimension had positive relations with either the overall satisfaction or the intention to return to service. The reliability dimension also had positive relation with the overall satisfaction. Thus, those who are responsible for sports performance development services should pay attention to the empathy and reliability dimension.


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Charoenpanich, N. ., Gulthawatvichai, S. ., Chatpunyakul, C. ., & Punyaritjaroen, N. . (2020). FACTORS ASSOCIATED WITH SERVICE QUALITY OF ATHLETIC SPORTS PERFORMANCE DEVELOPMENT AFFECTING STAKEHOLDERS’ SATISFACTION AND INTENTION FOR SUSTAINABLE RETURN. Journal of Sports Science and Health, 21(3), 405–417. Retrieved from https://he02.tci-thaijo.org/index.php/spsc_journal/article/view/248397
บทความวิจัย (Research Article)


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