|
| << vorige | volgende >> |
Tijdschrift beschrijving
Alle jaargangen van het bijbehorende tijdschrift
Alle afleveringen van het bijbehorende jaargang
Alle artikelen van de bijbehorende aflevering
Details van artikel 3 van 15 gevonden artikelen
| Titel: |
APPLICATION OF THE GAP TECHNIQUE IN MEASURING SERVICE QUALITY IN EGYPTIAN FEDERATION KARATE |
| Auteur: |
Khalil Samira Eltanahi Nagla |
| Verschenen in: |
Citius Altius Fortius |
| Paginering: | Jaargang 28 (2010) nr. 3 pagina's 82-93 |
| Jaar: |
2010 |
| Inhoud: |
This study aims to measure the gap between the administration and the beneficiaries of the quality of the service in the federation and sport regions of Karate. The sample of this study was chosen randomly between the members of the board of directors of the Federation and regions, the coaches , referees and players registered in theEgyptian Federation of Karate whose numbers are (149). The sample of the study was classified into two beneficiary classes. The first beneficiary class is coaches and referees whose number are (70) persons and their administration is the members of the board of directors of the Federation and its regions whose number are (14)persons. The second class is the players whose number are (65) players and their administration is the members ofthe board of directors of the Federation and its regions the referees and coaches' number are (84) persons. This study used a questionnaire (SERVQUAL) to measure the quality of the service. Results pointed to a negative gap between the expectations of the beneficiaries of the excellent service level and the perceptions of the administrations of these expectations.These results refer to the weakness of administration ability in the Egyptian Federation of Karate to know the needs and desires of beneficiaries from (coaches-referees- players) of the quality level in the service provided to them. The existence of a relative gap between the perceptions of the beneficiaries of the service actually provided and the administration of the qualities of the service actually provided, therefore itrefers to the decline the motive level of the administration of Egyptian Federation of Karate to provide the service to the beneficiaries in a form that conforms with what the administration already decided for the specifications. The existence of a negative gap between the expectations of the beneficiaries of the level of theexcellent service and its perception of the actual performance of this service refers to the inability the administration of the Egyptian Federation of Karate to meet the expectations of the beneficiaries of the different elements of service quality, so the satisfaction of the beneficiaries decreases concerning these services. The existence of a negative gap between the perceptions of the administration of the prospects of the beneficiaries ofthe excellent service and the perceptions of the administration of the specifications of the service actually provided that refers to the reduction the ability of the administration in the Egyptian Federation of karate for the expectation's degree of the beneficiaries from coaches, referees and players of the quality and excellence forms in the service provided from it |
| Uitgever: |
University of Pitesti (provided by DOAJ) |
| Bronbestand: |
Elektronische Wetenschappelijke Tijdschriften |
Details van artikel 3 van 15 gevonden artikelen
| << vorige | volgende >> |