Open AccessAnalysis of the importance-satisfaction analysis of service quality perceived by users at the screen baseball
Author(s) -
Sunyun Shin,
Kwangmin Cho,
Jung-sup Bae
Publication year - 2017
Publication title -
cheyuk gwahag yeon-gu/cheyug gwahag yeon'gu
Language(s) - English
Resource type - Journals
eISSN - 2233-7938
pISSN - 1598-2920
DOI - 10.24985/kjss.2017.28.3.652
Subject(s) - credibility , service quality , customer satisfaction , exploratory factor analysis , sample (material) , quadrant (abdomen) , quality (philosophy) , matching (statistics) , service (business) , psychology , marketing , applied psychology , advertising , business , statistics , mathematics , medicine , philosophy , epistemology , chemistry , chromatography , pathology , political science , law
Purpose The purpose of this study was to verify the importance and satisfaction of service quality of visitors to screen baseball using the Importance-Performance Analysis. Methods Selected visitors who participated in screen baseball using convenience sampling of non-probability sample method from January 26 to May 27, 2017, and conducted a questionnaire survey to a total of 213 data were used in this study except 17 data which were untrustworthy responses or non-responses. SPSS 21.0 statistical program were used to exploratory factor analysis, reliability analysis, frequency analysis and IPA. Results The results were as follows. first of all,Ⅰquadrant derives 7 items including modernized facilities and equipments. Next, Ⅱ quadrant, there are 5 credibility of the program and continuous service provision. Also, in the quadrant Ⅲ, the service promised to the customer and the interest and effort of the staff in case of trouble were confirmed.. In the quadrant IV, four items were analyzed such as the interest in the members and the matching of the members' use time. In the analysis of Slack's(1994) diagonal model, twelve kinds of improvements such as costumes, appearance, internal facilities and services promised to customers were derived. In addition, there are 5 appropriately provided properties such as modern facilities and equipment, and facilities suitable for enjoying baseball. Finally, in the attributes that are provided in excess, four attributes are indicated, attention to members and matching of members' use time. Conclusion Based on the results of this study, it is meaningful to be a marketing and management practice data for operating the screen baseball.