An Investigation of the Effect of Intellectual Capital on Service Quality of Sport Facilities based on the Servqual Model with Mediating Role of Organizational Performance (Case Study: Sport and Youth Staff of West Azerbaijan Province)

This study aimed at investigating the effect of intellectual capital and organizational performance on service quality. Research method was descriptive and correlation, structural equation modeling. The population consisted of all 219 male and female staff of Sport and Youth general offices in West Azerbaijan province. 180 subjects were selected as the sample by purposive non-random sampling method. Three standard questionnaires were used to collect the data: Intellectual Capital based on Stewart model, Organizational Performance based on balanced scorecard model and Service Quality based on Servqual model. Data were analyzed by LISREL and SPSS software. Results of structural equations showed that the direct effect of human capital on organizational performance (0.18) and services quality (0.28) was positive and significant at 0.05 level. The effect of costumer capital on service quality (0.57) was positive and significant at 0.05 level. The direct effect of organizational performance on service quality (0.17) was positive and significant at 0.05 level. The indirect effect of the intellectual capital with the mediating role of organizational performance on service quality was not significant.