The Effective Factors of Service Quality of National Olympic and Paralympics Academy of Iran from Customer's Viewpoints

The aim of this study was to survey and identify those factors influencing service quality of National Olympic and Paralympics Academy of Iran from customers’ viewpoints. The research method was descriptive – survey. The study population consisted of athletes, coaches, staff members, students and all National Olympic and Paralympics Academy service users who were admitted in the academy in June 2012. Given the statistical population, the sample consisted of 120 subjects and then by Morgan table, it considered of 92 subjects. 120 SERVQUAL questionnaires were distributed among the statistical sample and finally 92 questionnaires were evaluated. The validity of the questionnaire was confirmed by experts and its reliability was calculated and confirmed by Cronbach's alpha test. The results of descriptive and inferential statistics (K-S test, Friedman variance analysis) showed a significant gap between perceived services and expected services. In addition, those factors influencing service quality of the academy were ranked and identified. Results of this study were consistent with most studies conducted to evaluate the quality of services, particularly in the area of sport.