Determination of internal service quality in a sport organization: the case of "Kaunas Žalgiris" football club

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Eimantas Miknevičius
Edmundas Jasinskas
Vladyslav Savitskyi
Inna Asauliuk
Dana Olefir
صندلی اداری

Abstract

The internal service quality in an organization is a particularly important factor that determines not only the internal users (employee) satisfaction, but also their loyalty to the organization and their performance. The aim of the study is to determine the internal service quality in "Kaunas Žalgiris" football club. Methods: A qualitative methodological approach, semi-structured indepth interviews (non-probabilistic targeting). The study showed that different recipients of internal services receive services of different quality. Coaches, men's football team players, administration and service staff receive the highest quality internal services. The lowest quality internal services are received by those who do not generate income for the club - women's and youth football teams. The club should ensure that all resources are available to all football teams belonging to the club. Although "Kaunas Žalgiris" football club has created an entire pyramid for the education of young footballers, it faces a lack of loyalty from them due to quality problems of internal services provided. It is recommended that "Kaunas Žalgiris" football club solve the problems of internal service quality and develop a strategy aimed at promoting the loyalty and pride of youth teams in belonging to "Kaunas Žalgiris" organization.

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Article Details

Section
Integration System of Education, Science and Production
Author Biographies

Eimantas Miknevičius, Lithuanian Sport University

Master's degree in Sports and Tourism Management. His area of research is determination of internal service quality in a sports organization. Most interested in areas – internal service quality, sports organizations. Lithuanian Sport university international projects manager, basketball club BC Jonava social media strategist. He is interested in these disciplines: Sports management and economics, sports markets, internal quality in sports organizations, social media, and finances. Scientific interests: Innovation management, sports marketing, internal quality.                                

Edmundas Jasinskas, Lithuanian Sport University

Professor, Ph.D. in Social Sciences, Economics. Sports and Tourism Management Department. His area to research is Innovation management, sport and tourism economics, sustainable development. He teaches disciplines: sport and tourism management, sport economics, sport finance. Scientific interests: Economics, Innovation, sustainable development. 

Vladyslav Savitskyi , Zhytomyr Polytechnic State University of Zhytomyr

Candidate of Economic Sciences, Associate Professor of Economic Security, Public Administration and Administration Department. Scientific interests: audit and auditing activities, audit in the public sector, internal control and internal audit in the public sector. 

Inna Asauliuk, Vinnytsia Mykhailo Kotsiubynskyi State Pedagogical University

Inna Asauliuk is a Doctor of Physical Education and Sports, Associate Professor. Her continuous length of service exceeds twenty-five years. Since 1997 she has been working at Vinnytsia Mykhailo Kotsiubynskyi State Pedagogical University. Apart from scientific research work, Inna Asauliuk is involved in teaching. Among the courses she teaches are: Theory and Methods of physical education, Basics of pedagogical skills, Theory and methods of sports training etc. Scientific interests: innovative technologies in the system of physical education, education, pedagogy, upbringing, methodology of teaching, psychology. SCOPUS ID: 57208018726 

Dana Olefir, Vinnytsia Mykhailo Kotsiubynskyi State Pedagogical University

Dana Olefir is an assistant at the Subdepartment of Theory and Methods of Physical Education. Since 2020 she has been working at Vinnytsia Mykhailo Kotsiubynskyi State Pedagogical University. Apart from scientific research work, Dana Olefir is involved in teaching. Among the courses she teaches are: Theory and Methods of Teaching Gymnastics, Rhythm and Choreography, Improving sportsmanship in complex coordination sports etc. Scientific interests: innovative technologies in the system of physical education, education, pedagogy, modern fitness technology, psychology.

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