Efi Tsitskari

Measuring service quality in sport services

Abstract Conceptualization and measurement of quality in the field of sport-related services are still in a formative stage, underlining a certain degree of uncertainty or disagreement regarding the set of criteria or the conceptual model that can adequately describe them. This paper presents a literature review on the evaluation of quality of sport-related services. The results of this investigation provide some interesting findings: that the evaluation of service quality of sport and recreation organizations and installations is a multi-dimensional structure. It seems that these dimensions may vary from country to country and also among different service sectors. Given the centrality of service quality to the mission of sport and recreation centres, research toward a better understanding of the nature of service quality should be a primary concern to all organizations.

Student attitude and learning outcomes of multimedia computer-assisted versus traditional instruction in basketball

The purpose of this study was to examine the effect of multimedia computer-assisted instruction (MCAI), traditional instruction (TI), and combined instruction (CI) methods on learning the skill of shooting in basketball. Additionally, a comparison of the students’ attitudes towards the MCAI and TI methods was made. Seventy-five middle school students of seventh and eighth grade were randomly assigned into three teaching method groups: TI, MCAI and CI. Each group received ten 45-min periods of instruction divided into three sections: (a) 5-min introduction, (b) 30-min instructional time and (c) 10-min questions and review. Students took pre-, post-, and retention written test covering techniques and rules of the games. Participants in the CI group also completed a post-test attitude survey towards the MCAI and TI methods. Two-way analysis of variances (ANOVA), with repeated measures on the last factor, were conducted to determine effect of method groups (MCAI, TI, CI) and measures (pre-test, post-test, re-test) on knowledge test. Paired samples t-test analyses were conducted to measure students’ attitude towards the MCAI and TI methods. Post-test results indicated no significant differences between the groups concerning the written test. Nevertheless, the attitude test scores of the CI group were more favourable to MCAI method than the TI method. Retention test results showed that groups retained the knowledge acquisition. However, the combine method of instruction tended to be the most effective on cognitive learning.

Expected and perceived service quality at basketball stadiums in Greece

Abstract The purpose of the current research was to examine the differences between expected quality of service and the perceived quality of service experienced by spectators at selected professional basketball stadiums in Northern Greece. Five hundred spectators filled in the evaluation instrument created for the purpose of the study. The Wilcoxons matched-pairs signed—ranks test showed a statistically significant difference in all 23 items between expectations and perceptions of service quality and in all cases only organizational weaknesses were proved to exist and no strengths. The exploratory factor analysis revealed nine factors: “show time expectations”, “installations evaluation”, “convenience and employee evaluation”, “show time evaluation”, “employee expectations”, “convenience expectations”, “installations expectations”, “comfort evaluation” and “comfort expectations”. The challenge of providing a high quality sport and recreation service becomes less difficult when sport managers know what their customers expect from a service and what they feel is important to quality. From a managerial perspective, identifying the dimensions and knowing both a spectators evaluations and expectations of a provided service indicates the direction that management should take in investing its efforts and resources to increase the probability of the customer experiencing a positive outcome from watching.

Measuring exercise involvement among fitness centers' members: is it related with their satisfaction?

This study aimed to examine: (a) the stability of the factor structure of the Modified Involvement Scale (Kyle et al., 2007) and (b) whether exercise involvement may act as an antecedent of Greek fitness club members’ satisfaction. The sample consisted of 198 members participating in fitness clubs of a Greek city. The results did not support the five-factor structure of the original scale. As for the connection of satisfaction with involvement, it does exist, but is neither direct nor important. More research should be conducted on the concept of involvement and its contribution to customer understanding and customer retention.

Intrinsic motivation, perception of sport competence, and life-satisfaction of children in a Greek summer sport camp

Abstract In the last 20 years, the Greek childrens summer sport camp industry has grown in numbers and significance and has become very competitive. Few studies have been conducted on sport camps, especially of their impact on childrens intrinsic motivation, their sport competence, and life satisfaction. The aim of this paper was to: (i) study the relationship between intrinsic motivation, perception of sport competence, and life satisfaction of children who participated in a sport camp; (ii) examine differences between boys and girls on these factors. Pearson Correlation analyses showed some relationship between intrinsic motivation, perception of sports competence, and life-satisfaction. Independent t-tests revealed differences between boys and girls in the way they perceive the above parameters during their stay in the camp. Sport camp managers and leaders can assist the intrinsic motivation of young sport campers by offering pleasurable, interesting, and manageable activities which help them to better appreciate their sporting competence and life satisfaction.