Impact of Wating time on evaluation of service quality and customers satisfaction in the area of sport services

Introduction & goal: the aim of this research has been to study the effect of perceived waiting time on evaluating service quality and customer satisfaction in the sport services area (including swimming pool and sport hall) as a case study in Gas National company. The research method was descriptive. Statistical sample of the research are consist of 100 persons from women users of provided service in sport complexes of Gas Company in 1391. The research tool was a part of Hightower (2002) which its validity was considered by using factor analysis technique and its reliability was 95%. For data analysing in this part, structural equation modeling and its special type of this model, confirmed factor analysis technique, with the application of Partial Least Squares (PLS) through the SmartPls2 application used.
Findings: In this model, the perceptive wating time could affect service quality directly and with satisfaction relatively powerful effect coefficient (0/614) as well as effect coefficient (0/59). Furthermore, service quality could has a role between waiting time and satisfaction as a mediator factor. Therefore, it is proposed that managers enjoy this area to make changes in the other variables of the model and by understanding the various forms of perceptive waiting time in the sport service, use the waiting time more effective management in order to improve customers satisfaction.