The relationship between satisfaction components and service quality with the intention of customers’ future presence in private and government pools

Resumo

Objective: The satisfaction is the result of the service quality and has a direct effect on a customer’s future perceptions and the improvement of service quality will increase a customer’s satisfaction and retention. The purpose of this study was to examine the rate of satisfaction and service quality with the intention of customers’ future presence in private and government pools of Guilan province.

Methods: According to the topic and objectives of this study, the method was descriptive-survey. The statistical population of this study was customers who referred to all private and government pools in Guilan province. The validity of the questionnaires was obtained through the content validity method and the internal reliability with Cronbach’s alpha method for service quality questionnaires (0.812), satisfaction (0.798), and the intention of future presence (0.802). The collected data were classified by descriptive statistical methods and were analyzed by K-S Statistical methods, Pearson correlation coefficient, and independent t-test.