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

Main Article Content

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


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.


Download data is not yet available.

Article Details

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.


Almohaimmeed, B. M. (2019). Internal service quality and external service quality using two versions of SERVQUAL scale: An empirical evidence from five malls in the capital city of Saudi Arabia. Business: Theory and Practice, 20, 158–169.

Avourdiadou, S., & Theodorakis, N. D. (2014). The development of loyalty among novice and experienced customers of sport and fitness centres. Sport Management Review, 17, 419–431. DOI: 10.1016/j.smr.2014.02.001.

Baena-Arroyo, M. J., García-Fernández, J., Gálvez-Ruiz, P., & Grimaldi-Puyana, M. (2020). Analyzing Consumer Loyalty through Service Experience and Service Convenience: Differences between Instructor Fitness Classes and Virtual Fitness Classes. Sustainability, 12, 828.

Bellou, V., & Andronikidis, A. (2008). "The impact of internal service quality on customer service behaviour: Evidence from the banking sector". International Journal of Quality & Reliability Management, 25(9), 943–954.

Calabuig-Moreno, F., Crespo-Hervas, J., Nunez-Pomar, J., Valantinė, I., & Staškevičiūtė Butienė, I. (2016). Role of perceived value and emotions in the satisfaction and future intentions of spectators in sporting events. Engineering Economics, 27(2), 221–229.

Chen, Wen-Jung (2013). Factors influencing internal service quality at international tourist hotels. International Journal of Hospitality Management, 35, 152–160.

Dauda, A., Maishanu, M., & Mawoli, M. (2013). Effect of internal service quality on employee job satisfaction: Evidence from Abubakar Gimba Library, IBB University, Lapai – Nigeria. American International Journal of Contemporary Research, 3(6), 88–96.

Fadil, H., Singh, K., & Joseph, C. (2016). The influence of organizational innovation towards internal service quality in MBKS. Procedia – Social and Behavioral Sciences, 224, 317–324.

Finn, D. W., Baker, J., Marshall, G. W., & Anderson, R. (1996). Total Quality Management and Internal Customers: Measuring Internal Service Quality. Journal of Marketing Theory and Practice, 4(3), 36–51.

Frost, F. A., & Kumar, M. (2000). INTSERVQUAL – an internal adaptation of the GAP model in a large service organisation. Journal of Services Marketing, 14(5), 358–377.

García-Fernández, J., Gálvez Ruíz, P., Fernández Gavira, J., & Vélez Colón, L. (2016). A loyalty model according to membership longevity of low-cost fitness center: quality, value, satisfaction, and behavioral intention. Revista de Psicología del Deporte, 25, 107–110.

García-Fernández, J., Gálvez-Ruíz, P., Fernández-Gavira, J., Vélez-Colón, L., Pitts, B., & Bernal-García, A. (2018a). The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centers. Sport Management Review, 21, 250–262. doi: 10.1016/j.smr.2017.07.003.

García-Fernández, J., Gálvez-Ruiz, P., Vélez-Colon, L., Ortega-Gutiérrez, J., & Fernández Gavira, J. (2018b). Exploring fitness center consumer loyalty: differences of non-profit and low-cost business models in Spain. Economic Research, 31, 1042–1058. doi: 10.1080/1331677X.2018.1436455.

Hallowell, R., Schlesinger, L. A., & Zornitsky, J. (1996). "Internal service quality, customer and job satisfaction: linkages and implications for management." Human Resource Planning, 19(2), 20-31.

Hammond, B. R. (2003). Internal Customer Satisfaction And The Link To Customer Loyalty. Achieve Global No.M0251 (5/03), 1-8.

Howat, G., & Assaker, G. (2013). The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: empirical results from public, outdoor aquatic centres in Australia. Sport Management Review, 16, 268–284. doi: 10.1016/j.smr.2012.10.001.

Yang, Ching – Chow, Yung – Tsan, Jou., & Lai – Yu, Cheng (2009). Using integrated quality assessment for hotel service quality. Qual Quant, 45, 349–364.

Iqbal, S., Hassan, M., & Habibah, U. (2018). Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction. Cogent Business & Management, 5, 1423770.

Jasinskas, E., Rėklaitienė, D., & Švagždienė, B. (2013). “Evaluation of Service Quality in Fitness Centres”. Transformations in Business & Economics, 12(1), 108–124.

Jasinskas, E., Streimikienė, D., Švagždienė, B., & Simanavičius, A. (2016). Impact of hotel service quality on the loyalty of customers. Economic Research-Ekonomska Istraživanja, 29(1), 559-572. DOI: 10.1080/1331677X.2016.1177465.

Jun, M., & Cai, S. (2010). Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction. Total Quality Management & Business Excellence, 21(2), 205–223. DOI: 10.1080/14783360903550095.

Karatepe, O. M. (2011). Service quality, customer satisfaction and loyalty: the moderating role of gender. Journal of Business Economics and Management, 12(2), 278–300.

Kuei, Chu‐Hua (1999). Internal service quality – an empirical assessment. International Journal of Quality & Reliability Management, 16(8), 783–791.

Labanauskaitė, I., & Fominienė, V. B. (2016). Cultural Factors as a Challenge in Emergency Management. Jaunųjų Mokslininkų Darbai, 1(45), 16. DOI:10.21277/jmd.v1i45.48.

Latif, F., & Baloch, Q. B. (2016). Role of internal service quality (ISQ) in the linkage between perceived organizational support and organizational performance. City University Research Journal, 6(1), 1–22.

Marshall G., Baker J., & Finn D., (1998). Exploring internal customer service quality. Journal of Business and Industrial marketing, 13(4/5), 381–392.

McDermott, L. C., & Emerson, M. (1991). Quality and service for internal customers. Training & Development, vol. 45, no. 1. 61–64.

Parasuraman, A., Zeithaml, V. A., & Berry, L., (1988). Servqual: A Multiple-Item Scale For Measuring Consumer Perceptions of service quality. Journal of Retailing, 64 (1), 12–40.

Pasebani, F., Mohammadi, S., & Yektatyar, M. (2012). The relationship between organizational learning culture and job satisfaction and Internal service quality in sport organizations in Iran. Archives of Applied Science Research, 4(4), 1901–1905.

Rupšienė, L. (2007). Kokybinių tyrimų duomenų rinkimo metodologija. [Used: 2021 04 14] Available at: Access: October 2021.

Simanavicius, A., Kisielius, E., Kharchevnikova, L., Svorobovych, L., & Chykurkova, A. (2021). Preculiarities of social business concept. Independant Journal of Management & Production, 12(6), 660–676. DOI:

Singh, K. (2016). Influence of Internal Service Quality on Job Performance: A Case Study of Royal Police Department. Procedia - Social and Behavioral Sciences, 224, 28–34.

Stanley, L.L., & Wisner, J. D. (2001). Service quality along the supply chain: Implications for purchasing. Journal of Operations Management, 19, 287–306.

Šimkus, A., & Pilelienė, L. (2010). Sporto paslaugų kokybės vertinimas: teorinis aspektas, Organizacijų vadyba: sisteminiai tyrimai, (53), 99–110.

Tsitskari, E., Tsiotras, D., & Tsiotras G. (2006). Measuring service quality in sport services. Total Quality Management, 17(5), 625–631.

Vassileva, B., & Balloni, A., (2014). Service quality measurement: implications for healthcare sector in Bulgaria. 11th International Conference on Information Systems and Technology Management – CONTECSI (May, 28 to 30, 2014). São Paulo, Brazil.

فروشگاه اینترنتی