A Comparison of Coaches' Knowledge Management and Service Quality from the Viewpoints of Customers in Indoor Swimming Pools

The aim of the present study was to compare coaches' knowledge management and service quality from viewpoints of customers of state and private indoor swimming pools of Isfahan city. The research method was descriptive survey. Sample included 308 customers who were selected randomly and divided into two groups: state and private swimming pools. Service Quality Questionnaire (SERVQUAL) and a researcher-made Questionnaire of Knowledge Management of Coaches were used. SERVQUAL consisted of five items: tangibles, reliability, responsiveness, assurance and empathy. To determine the validity of Knowledge Management Questionnaire, content and face validity were used and it was obtained 0.71. The Cronbach alpha coefficient was used to determine the reliability (α=0.86). The results showed that the mean score of customers' viewpoints on service quality was higher in private swimming pools than the state swimming pools. The results also showed that private pools significantly acted better in tangibles, assurance and responsiveness than state pools. However, there were no significant differences in reliability and empathy between the performances of the two types of swimming pools.